Senior Customer Success Manager

Role overview

Balance is hiring a Senior Customer Success Manager to act as the strategic owner for its most important and complex enterprise accounts. In this position, the focus is not only on keeping customers happy, but on helping them achieve strong outcomes and long-term value.

You will own the end-to-end customer relationship, including onboarding, adoption, retention, and expansion efforts. The role combines the relationship focus of account management with the organization and discipline of project management. It suits someone who is highly customer-focused, comfortable working with multiple teams, and motivated by accountability, complexity, and measurable impact.

This opportunity is especially well-suited to candidates with fintech experience, particularly in payments and credit, who can confidently guide customers through the full journey from implementation to renewal.

Compensation

The expected on-target earnings range for this role is 120,000 to 180,000.

Responsibilities

• Serve as the main strategic contact for a portfolio of high-value enterprise customers.
• Lead onboarding and implementation efforts to ensure a smooth start for each account.
• Drive product adoption and help customers realize ongoing value from the platform.
• Manage retention and renewal planning, with a strong focus on preserving and growing revenue.
• Identify and execute expansion opportunities, including upsell and cross-sell initiatives.
• Coordinate internal and external stakeholders to keep projects moving toward shared goals.
• Run account planning and manage each book of business with strong ownership and organization.
• Use data and performance metrics to track account health, surface trends, and support decisions.
• Prepare and deliver executive-level business reviews and customer presentations.

Requirements

• At least 5 years of experience in customer success, account management, or a closely related role.
• Proven background managing enterprise B2B accounts.
• Strong knowledge of fintech, with particular value placed on payments and/or credit experience.
• Experience leading complex customer implementations, expansions, or similar cross-functional initiatives.
• Ability to operate with project-management discipline and align multiple teams toward a common result.
• High level of organization, accountability, and follow-through.
• Comfort using data and analytics to identify patterns and inform actions.
• Strong communication skills and the ability to build positive business relationships.
• Demonstrated success in growing accounts and creating upsell/cross-sell opportunities.
• Solid technical support capability.
• Experience managing renewals is required.
• Background in early-stage or fast-moving companies is a plus.
• Ability to work onsite in New York City at least 3 days per week.
• Must already be authorized to work in the United States.
• Relocation support and work visa sponsorship are not available for this role.

Preferred background

• Previous customer-facing experience in fintech.
• Exposure to credit, underwriting, or financial services is a strong advantage.
• Experience in high-growth or early-stage environments.
• Experience managing renewals and a book of business.
• Comfort presenting to executive stakeholders and leading QBRs.

Work environment

This is an onsite position based in New York, NY, with a requirement to be in the office at least three days each week.

Additional information

• No relocation assistance is available.
• No visa sponsorship will be provided.
• Applicants must be eligible to work in the United States at the time of application.