Open role

Customer Success Manager

San Francisco, CA (On-site) · Full-time

As a Customer Success Manager, you will be the primary champion for our clients after they've signed on to use Methodic. Your goal is to ensure they achieve the outcomes they expect—launching and operating their financial product smoothly using our platform. You’ll proactively support and guide them, making sure they are leveraging Methodic’s features fully and that any issues are resolved promptly. Simply put, when our clients succeed, we succeed, and you’ll be at the heart of that relationship.

Responsibilities

Onboard new customers effectively: help them configure and customize Methodic to fit their product’s needs, including setting up workflows (e.g., customer onboarding with KYC/AML, transaction processing, reporting).
Train clients’ teams on how to use the platform—conduct webinars, workshops, or one-on-one sessions to walk them through features and best practices.
Serve as the day-to-day point of contact for clients, answering questions about the platform, advising on how to achieve certain tasks, and ensuring they are comfortable and confident in using Methodic.
Monitor client usage and engagement; proactively reach out if you notice they are not utilizing certain features or if their usage patterns indicate potential issues (for example, if transaction volumes spike or drop unexpectedly).
Advocate for your clients by relaying their feedback and feature requests to our product team; help prioritize changes that would benefit multiple clients.
Work with the support and engineering teams to ensure any technical problems affecting your clients are resolved quickly, and keep the clients updated on progress and resolution.
Drive customer satisfaction and retention—ultimately responsible for making sure clients renew their subscriptions and potentially expand their use of Methodic (you may identify upsell opportunities and collaborate with sales on them).

Requirements

3+ years experience in a customer success or account management role for a B2B software product (experience in fintech or financial software is a strong plus).
Exceptional communication and interpersonal skills; you can build rapport with clients and explain technical concepts in a way that’s accessible and relevant.
Strong organizational skills to manage multiple client accounts simultaneously, each with different requirements and timelines.
Empathetic and customer-centric mindset—able to put yourself in the client’s shoes and proactively address their concerns or needs.
Familiarity with the financial services industry or ability to quickly learn the fundamentals (you should be comfortable discussing things like KYC, transactions, compliance basics).
Problem-solving skills and resilience; startups move fast and clients can be demanding, so you need to adapt, stay patient, and find creative solutions.
A team player attitude, collaborating with Sales, Support, and Product teams to deliver a seamless customer experience.

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