Base Salary Range: $90,000 - $100,000

Performance Bonus: 10% - 20% variable based on utilization rate, engagement metrics, and retention/renewals

Reports to: Head of Customer Success & Support

Sales Partner: Account Executive Team

Company Stage: Early-stage Fintech SaaS (Seed stage, growing to Series A)

Why This Role Matters

Money-related stress doesn’t stop at home — it follows employees into the workplace, impacting focus, engagement, and well-being. Employers want to support their employees in meaningful ways, but most benefits fail to address the real financial challenges modern families face across households.

SupportPay is pioneering a new category called Modern Family Finances, designed to reduce conflict, increase clarity, and strengthen family relationships. The Customer Success Manager plays a critical role in turning this promise into a lived reality for employees and measurable value for employers.  You will have the opportunity to participate and add value in this new category creation while significantly impacting the quality of life for families globally.

The Opportunity

This is a highly visible, relationship-driven role at a pivotal stage of the company’s growth. As a Customer Success Manager, you will own post-sale implementation, employee adoption, and ongoing success for our customers, the employers.

Your work will directly influence renewals, account expansion, and long-term partnerships. You will help HR leaders at all levels across the organization, including executive leadership, to see our platform not as a one-time benefit, but as an essential, evolving part of their financial wellness strategy – modern family financial wellness.

Your Mission

Your mission is to ensure that every customer realizes sustained, expanding value from our platform.

That means driving strong employee adoption, deep engagement, high satisfaction, and retention through long-term renewals. You will proactively identify opportunities to expand relationships, grow usage, and deepen impact across each customer’s organization.

What You Will Do

Post-Sale Implementation & Rollout

• Lead post-sale onboarding and implementation for our enterprise customers, the employers.
• Partner with HR leaders to design thoughtful rollout strategies tailored to their workforce
• Co-create campaigns and communications with Marketing to drive awareness and adoption
• Ensure seamless, timely launches and ongoing optimization and engagement

Employee Engagement & Adoption

• Drive employee utilization and meaningful engagement with the platform
• Encourage deeper usage, including bank account setup and executing payments through the platform
• Identify adoption barriers and proactively address them through education and outreach

Renewals & Expansion

• Own customer health and success planning to support strong renewal outcomes
• Identify expansion opportunities through increased adoption, additional employee populations, or expanded use cases
• Partner with Sales on renewal and expansion conversations, providing insight and strategic context
• Build long-term relationships that position us as a trusted, indispensable partner

Measurement, Reporting & Insights

• Own customer success KPIs, including utilization, engagement, and satisfaction (NPS)
• Deliver monthly and quarterly reports to HR leaders, translating metrics into clear insights
• Demonstrate ROI and impact to support renewals and expansions

Cross-Functional Collaboration

• Work closely with Sales, Marketing, Customer Support, and Product teams
• Provide a continuous feedback loop on customer needs, pain points, and opportunities
• Help shape product and go-to-market evolution based on real-world customer insight

Required Experience and Skills

·       3+ years of experience in Customer Success, Account Management, or post-sale ownership roles in B2B SaaS.

·       Demonstrated experience working directly with HR teams and benefits stakeholders.

·       Proven ability to drive employee adoption and utilization across diverse workforces.

·       Comfortable engaging and influencing stakeholders from Manager through VP and SVP levels.

·       Strong executive presence with the ability to connect product value to business outcomes.

·       Data-driven mindset with experience owning KPIs tied to retention and growth.

·       Experience using HubSpot or similar CRM platforms.

Who You Are

You are empathetic, proactive, and outcome-oriented. You take ownership of customer success and understand that adoption, satisfaction, and retention are built through trust and follow-through.

You are comfortable working with senior HR leaders and equally focused on how individual employees experience significant benefits. You value structure, communication, and clarity, and you are energized by helping customers succeed.

Who Should NOT Apply

• Candidates who prefer transactional account management over long-term relationship building
• Those uncomfortable influencing outcomes without direct authority
• People who view renewals as someone else’s responsibility
• Anyone not motivated by improving real outcomes for employees and families

What Success Looks Like

Success means high employee utilization, strong satisfaction scores, and customers who consistently renew and expand their partnership with us. HR leaders view us as an essential part of their benefits strategy, and employees rely on our platform to manage modern family finances with clarity and confidence.

Why Join Us

This is an opportunity to play a foundational role in shaping how customer success is delivered in a brand-new category. You’ll have real ownership, meaningful relationships, and the chance to make a tangible difference in the lives of employees and their families.