Senior Customer Success Manager, Pinwheel
$160-180k
OTE
$144-156k
BASE
+ Equity
More information about location
API for payroll connectivity
Be an early applicant
API for payroll connectivity
21-100 employees
Be an early applicant
$160-180k
OTE
$144-156k
BASE
+ Equity
More information about location
21-100 employees
Company mission
To help financial institutions win and keep customers by delivering flawless customer experiences.
Role
Who you are
- 5-7 years experience in Customer Success or Account Manager role
- Proven experience in technical role supporting technical product or API based product
- Experience working with large and/or Enterprise customers (ARR $1m+)
- Passion and demonstrated experience in understanding complex systems (APIs, database,etc), and finding solutions to technical problems
- Experience building and executing against Account Plans, including coordinating multiple roles on both sides of relationship
- Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous problems
- Early-stage startup experience is highly valued, but not required
- Attention to detail and adherence to plans developed in conjunction with customers for events like onboarding, new product launch, Proof of Concepts, etc
What the job involves
- At Pinwheel, we’re not just building products—we’re redefining what’s possible in fintech. On the Customer Success team, you’ll be the driving force behind our customers’ success, working with everyone from trailblazing Enterprise fintechs to ambitious Credit Unions. Your mission? Help them crush their goals using our powerful API-driven platform
- This isn’t your average CS role. You’ll be hands-on from Day 1—leading onboarding with precision, optimizing usage for max impact, and uncovering expansion opportunities that nobody else saw coming. You’ll learn the ins and outs of our API, mastering everything from implementation to troubleshooting, while crafting onboarding processes that scale as we do
- Once customers are live, you’re the go-to—an extension of their team. You’ll analyze performance metrics, strategize optimizations, and bring fresh ideas to the table that transform “good enough” into “game-changing.” Through strong, authentic relationships with decision-makers, you’ll spot new use cases, pitch compelling solutions, and work side-by-side with Sales to unlock growth
- If you thrive in fast-paced, zero-to-one environments where your impact is massive and your hustle is noticed, Pinwheel is where you want to be
- Own the overall relationship for assigned customers, often organizing multiple projects concurrently with customers.
- Support customers throughout their entire Pinwheel lifecycle, including implementation, renewal and growth
- Provide technical guidance for customers during implementation and when rolling out new products
- Identify expansion opportunities by focusing on growing usage and partnering with Account Managers to uncover additional upsell sales opportunities
- Execute against Account plans you develop in collaboration with Account Managers and the Head of Success
- Contribute to department process and documentation
- Deliver superior, proactive customer success services to Pinwheel customers
- In the first 30 days, you will be able to give a demo of how Pinwheel works in preparation for onboarding your first customer
- In the first 45 days, assume ownership of 5-10 customer accounts
- In the first 60 days, deliver your first account review (QBR)
- In the first 90 days, own 20+ customer accounts
- In the first 120 days, identify and help close your first upsell
Our take
Pinwheel builds an API that helps Neobanks access and modify their customers' payroll services. It's primarily focused on enabling easy direct-deposit switches in order to promote a fairer financial system for all.
Pinwheel is laser-focused on perfecting UX and product integration in this area, which has won the company coverage of over 70% of paid Americans, and nearly half of all Neobank direct-deposit switches. This secure market position will help it comfortably expand its client services into other API offerings like income verification.
As the US begins to competitively adopt the Open Banking methods already popular in the EU, Pinwheel has made some strategic partnerships, including Lumin Digital and Bankjoy. These collaborations are driving increased account activation and deposit growth for financial institutions, positioning Pinwheel as a key player in Open Banking methods.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2022
$50m
SERIES B
Jun 2021
$20m
SERIES A
Total funding: $77m
Company benefits
- Full medical, dental, and vision benefits
- 401K for retirement planning
- Paid parental leave
- Unlimited PTO
- Mentorship opportunities
- Free Citibike membership
- Team building initiatives
- Free mental health support
- Pet-friendly and snack-stocked office
- Pre-tax commuter benefits
- Hybrid-first work model
Company HQ
Kips Bay, New York, NY
Leadership
Kurtis Lin
(Co-Founder & CEO)Having studied at the University of California, Kurtis worked for UBS for a year before roles at Idean and Luxe as a General Manager for 2 years. After a year as Head of Business Operations at Volvo, he co-founded Pinwheel in July 2018, where he has served as CEO since.
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