Customer Success Manager

Overview

You manage a book of financial institution customers (banks, credit unions, fintechs, lenders) using Worth's onboarding and underwriting automation platform. Your job is to make sure they're using the product successfully, renew their contracts, and identify opportunities to expand usage. You'll spend a lot of time on customer calls, internal coordination with product/engineering, and firefighting when implementations don't go smoothly.

Role Snapshot

Company Context

Stage: Early growth stage (62 employees, actively hiring across functions)

Size: 62 employees

Growth: Scaling team across engineering, sales, and CS—suggests they're past product-market fit and adding customers

Market Position: Operating in regulated fintech space—onboarding/underwriting automation competes with legacy solutions and manual processes. Category is getting crowded but compliance requirements create real urgency.

GTM Reality

Customer Base:

• Financial institutions (banks, credit unions, fintechs, payment processors, lenders)
• Enterprise buyers with long implementation cycles
• Compliance-heavy environment—lots of internal stakeholders involved

CSM Structure: Small CS team reporting to VP of CS (Jenn). You'll likely own 10-15 accounts depending on size and complexity. Heavy coordination with product and engineering since implementations can be technical.

Success Metrics:

• Net Revenue Retention (NRR) - goal probably 110-120%
• Renewal rate - likely need 90%+ gross retention
• Product adoption metrics - are customers actually using the platform?
• Expansion/upsell pipeline contribution

Competitive Landscape

Main Competitors: Legacy KYC/KYB vendors, manual underwriting processes, other fintech onboarding platforms (Alloy, Middesk, Persona)

How They Differentiate: Worth's "Cross-Walking Technology" for data matching, consolidated platform vs. point solutions, small business database focus

Common Objections: "We already have a process," integration complexity, regulatory concerns, switching costs from existing vendors

Win Themes: Speed to approval, compliance automation, consolidating multiple tools, better fraud detection

What You'll Actually Do

Time Breakdown

Customer Calls/QBRs (35%) | Implementation Support (25%) | Internal Coordination (20%) | Expansion/Upsell (10%) | Admin/Reporting (10%)

Key Activities

• Regular check-ins with customers: Weekly or bi-weekly calls with your accounts to review usage, address issues, and maintain relationships. You're tracking adoption metrics and making sure they're getting value.
• Implementation troubleshooting: When onboarding workflows break or data doesn't match correctly, you coordinate with engineering and product to fix it. Financial institutions have complex legacy systems—integrations rarely go smoothly.
• Quarterly Business Reviews (QBRs): You prepare decks showing ROI, usage stats, and success stories. These involve multiple stakeholders on the customer side (compliance, IT, operations, risk teams).
• Identifying expansion opportunities: Looking for ways customers can use more of the platform—additional workflow automation, new use cases, higher volume tiers. You work with the AE team to close these deals.
• Renewal management: 60-90 days before contract end, you're building the case for renewal, addressing concerns, and negotiating terms. In fintech, procurement and legal are heavily involved.
• Product feedback loop: You funnel feature requests and pain points to product/engineering. Customers will ask for custom configurations or integrations that don't exist yet.

The Honest Reality

What's Hard

• Slow-moving customers: Financial institutions move cautiously. Getting them to adopt new features or change workflows takes months of persuasion and internal approvals.
• Technical complexity: Implementations hit snags—API issues, data mismatches, integration failures. You're constantly escalating to engineering and managing customer frustration.
• Competing priorities: Your customers have 10 other vendor relationships and limited bandwidth. Getting on their calendar and getting responses takes persistence.
• Churn risk: If customers don't see ROI quickly or have a bad implementation experience, they'll churn at renewal. You're often playing defense.
• Internal dependencies: You need engineering time for bug fixes, product time for feature requests, and AE support for expansions. You don't control the resources you need.

What Success Looks Like

• High retention: Keeping 90%+ of your book renewing, even when budgets get cut
• Expansion revenue: Growing 2-3 accounts per quarter into larger contracts or new use cases
• Strong product adoption: Customers actively using the platform daily, not just paying for shelf-ware
• Customer references: Happy customers willing to do case studies, reference calls, or testimonials

Who You're Working With

Primary Contacts:

• Operations/Compliance teams at banks/fintechs (Director/VP level) - they own onboarding processes
• IT/Engineering teams - responsible for integrations and technical implementation
• Risk/Fraud teams - care about underwriting accuracy and fraud detection
• Procurement/Legal - involved at renewal time

What They Care About:

• Compliance risk: Will this platform meet regulatory requirements? Can they audit decisions?
• Integration stability: Does it work reliably with their core banking systems?
• Speed to approval: Are they actually onboarding customers faster?
• Fraud reduction: Are they catching more bad actors?
• ROI: Can they show cost savings or revenue impact?

Requirements

• 3-5 years in B2B SaaS customer success, ideally in fintech, regtech, or enterprise software
• Experience managing enterprise accounts with multiple stakeholders and long implementation cycles
• Comfortable with technical products—you need to understand APIs, integrations, and data workflows enough to troubleshoot with customers
• Strong project management skills—keeping implementations on track with internal and external dependencies
• Experience driving renewals and expansions in a quota-carrying or NRR-focused role
• Ability to build relationships with compliance, risk, and operations teams at financial institutions