Customer Success Manager
Finvari is a fast-growing SaaS startup transforming the way construction companies handle payments. Our mission is to eliminate manual, repetitive payment tasks, empowering construction leaders to focus on building the infrastructure of tomorrow. From field employees to the C-Suite, our customer-centric software streamlines processes, improves efficiency, and drives innovation across the industry.
We're a close-knit, experienced team with a track record of building and scaling successful software companies— some of which have even gone public. At Finvari, innovation, creativity, and customer focus are at the heart of what we do. We're looking for team members who share our passion for problem-solving and want to make a direct impact. Our culture is collaborative, autonomous, and customer-obsessed.
As a Customer Success Manager, you'll be the friendly, empathetic face and first point of contact for our customers. Your goal is to make every customer successful in using our product. Day to day, you will provide prompt support (Tier 1) to customers, educate users on best practices, identify and address process and documentation gaps for our users, and drive regular check-ins with customers to ensure Finvari is driving value for them.
You’ll become an expert in our software, payments, card types, and construction use cases so you can train customers, guide them on best practices, and help troubleshoot their questions. This “player-coach” team is small but mighty – you’ll work alongside other CSMs as well as Customer Success Engineers who will mentor you as you grow. This is a fantastic opportunity for someone early in their career to wear many hats, learn fast, and make a real impact on customer happiness.
Key Responsibilities:
- Be the Customer’s Champion: Serve as the primary contact for a portfolio of customer accounts, responding to inquiries and issues with speed and enthusiasm. You’ll provide Tier 1 support to address customer questions, usage issues, or minor technical hiccups – ensuring no question goes unanswered.
- Ongoing Customer Success Management: Proactively engage customers with regular check-in calls/emails. You’ll monitor their product usage and health metrics (adoption levels, support tickets, etc.), and reach out with guidance or helpful resources. Your mission is to drive customer satisfaction, engagement, and adoption alongside insights on how we can improve our product and support – we want to make our customers’ lives easier!
- Educate and Empower Users: Create and update customer-facing documentation and resources based on ticket drivers and identify and resolve any discoverability issues for our resources.
- Collaborate with the Team: Work hand-in-hand with our Customer Success Engineers, Product, and Engineering on complex issues. If a customer has a technical challenge, you’ll coordinate internally to solve it. You will also be the voice of the customer in team meetings – sharing feedback and suggesting improvements. Have an idea that could make the product better? We want to hear it!
- Outstanding communication skills. You are friendly, clear, and professional in writing and speaking. You have a knack for explaining complex things in simple terms.
- Empathetic and Customer Focused. You genuinely care about customers. You listen actively to understand their needs and are patient and positive, even if they’re having a rough day. Going the extra mile comes naturally to you.
- A Problem-Solving Mindset. You love troubleshooting and puzzle-solving. If you don’t know an answer, you take initiative to figure it out (and you’re resourceful in hunting down solutions).
- Tech-Savvy and Eager to Learn. Comfortable with web-based software and able to quickly pick up new tools. Any familiarity with ERP systems or B2B software is a plus, but not required – we will train you. What we do need is the ability to grasp technical concepts enough to guide others.
- Organized and Self-Driven. You can juggle multiple priorities (responding to tickets, scheduling calls, updating docs) without dropping the ball. You take ownership of your tasks and manage your time well in a flexible environment.
- A Team Player Attitude. We’re a collaborative bunch. You’re willing to lend a hand, share knowledge with teammates, and you welcome feedback. We succeed together.
- Bachelor’s degree.
- At least 3 years experience in a customer-facing role.
- Previous experience in a start-up or fast-paced environment.
- Must be in the Greater Seattle area and able to thrive in a hybrid arrangement (in-office one day per week).
- Ability to work a sunrise shift (starting 6 am Pacific Time) on a periodic or full-time basis to support East Coast customers.
Benefits include:
- 100% premium coverage for employee health insurance premiums and partial coverage for dependents.
- Health Savings Account with a company contribution
- Flexible Spending Account Options: Health Care and Dependent Care
- Dental, Vision, and Life Insurance
- 11 paid company holidays plus generous Paid Time Off (PTO) policy
- Plus stock options so that you can participate in the company’s success!
The salary range for this role is $83,000 - $95,000 plus equity. Where your pay would fall within that range will be based on relevant experience, knowledge, and skills.
This is a hybrid role that allows for remote work flexibility. Once a week, we get together for in-person team collaboration and a team lunch in our Seattle office.
At this time, Finvari is not able to sponsor employment based visas such as H1-B. Candidates must be authorized to work lawfully in the United States.
Finvari is an equal opportunity employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.