Senior Customer Success Manager, Pinwheel
$140-160k
OTE
$112-128k
BASE
+ Equity packages
3 days a week in office
API for payroll connectivity
Be an early applicant
API for payroll connectivity
21-100 employees
Be an early applicant
$140-160k
OTE
$112-128k
BASE
+ Equity packages
3 days a week in office
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
- Customer Success Manager is a dynamic and critical role at Pinwheel. In this role, you will be the owner of customer relationships for an assigned group of customers ranging from large Enterprise fintechs to smaller Credit Unions
- You will work across our product offerings to support our customers through their entire lifecycle, including onboarding, optimization and expansion
- As an API driven product you will need a firm command of the technical aspects of an API, including basic implementation, specific use cases and troubleshooting
- Effective onboarding is key and we heavily emphasize effective, timely and repeatable onboarding processes
- Once a customer is live, Customer Success Managers are the primary point of contact for customers to support ongoing usage
- You will help customers analyze performance, offer suggestions on how they can improve their usage and utility, present compelling suggestions for expansion and persuade stakeholders across the customer orgs to proceed
- Effective Customer Success Managers create strong relationships with several contacts at the customers’ companies
- Through these contacts, you thoroughly understand the customers’ business objectives, helping you to best identify where expansion opportunities lie
- By collaborating with Account Managers from the Sales team, we are effective in upselling existing customers by uncovering additional use cases for new products and opportunities to expand usage of existing products
- You will be a key factor in driving Pinwheel’s next stage of growth
- 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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