SMB Customer Success Manager



Customer Service, Sales & Business Development
United States · New York, NY, USA · Remote
Posted on Thursday, May 30, 2024

Pinwheel - Helping banks win primacy with frictionless account activation solutions

Pinwheel helps banks win primacy by making switching direct deposits easy. Through exclusive and first-of-its-kind partnerships with payroll providers, Pinwheel can instantly authenticate consumers without credentials. This new product provides best-in-class conversion, greater security, better insights, and a seamless UX for switching direct deposits at the world's leading financial institutions.

Pinwheel's platform has enterprise-grade security protocols to power connections to over 1,800 platforms (covering up to 100% of US workers paid via direct deposit) and over 1.5 million employers. From that point of connectivity, leading fintechs and financial institutions (such as Block's Cash App, Citizens Bank, Acorns, Credit Karma, and more) leverage us to power direct deposit switching, earned wage access, income & employment verification, and build innovative new products.

Pinwheel is trusted and funded with $77M by top-tier investors such as GGV, Coatue, First Round Capital, and more.

Who are we looking for?

Customer Success is an integral part of the revenue organization. In this role, you will fully own customer relationships in our SMB segment. Typically, these accounts are Fintechs, Credit Unions and regional banks. Through a creative, proactive, and consultative approach, you will position yourself as their trusted partner and advocate, with the ultimate goal of retaining and growing revenue in your book of business. You are a motivated, problem-solving self-starter, who thrives in ambiguity and strives to deliver meaningful results.

What will you be doing?

  • Own the overall relationship for Tier 2 customers.
  • Support customers in implementing and launching with Pinwheel.
  • Expand NRR in your book of business by focusing on growing usage and partnering to uncover additional sales opportunities.
  • Collaborate with co-workers and the Head of Success to build Account Plans for key customers.
  • Contribute to department process and documentation
  • Provide timely feedback to the Pinwheel product team to ensure internal alignment of customer needs.
  • Deliver superior, proactive customer success services to Pinwheel customers

What experience, skills, and qualifications are necessary?

  • 3+ years in Customer Success/Account Management/Client Solutions at a high-growth startup.
  • Track record of delivering high-quality outputs and growing customer spend in a high-pressure, fast-paced environment.
  • Experience providing technical guidance to customers with a proven track record of working with APIs.
  • Strong presentation skills with attention to detail and organization.
  • The ability to travel. Expect ~20% of your time will be traveling domestically.
  • Experience working with Banks and/or Fintechs a plus but not required

Why join Pinwheel?

Best time to join - Our company is small but well-funded, meaning you are joining at a time where you can impact and shape the company.

Be a cultural builder - You will have an active hand in molding the company culture and being a part of the entrepreneurial journey.

Build Something Revolutionary - Help build the consumer data infrastructure of the future.

Belong - Join a community that is passionate and relentless about building fairer financial systems for all.

Benefits included:

  • Great compensation & equity packages
  • Full medical, dental, and vision benefits
  • Life & short-term disability insurance
  • Unlimited vacation
  • Paid parental leave
  • 401K for retirement planning
  • Mentorship opportunities
  • Free Citibike membership
  • Pet friendly offices and Zoom spaces

At Pinwheel, total compensation is made up of salary + equity + benefits. We recruit motivated and high performing talent, and work to compensate people in line with the value they can bring to the organization in delivering outsized results. The talent market is competitive, and maintaining our ability to recruit and retain the best team possible is a top priority for Pinwheel. When creating an offer, we consider interview performance, candidate experience, external market competitiveness, and internal equity in thoughtfully assessing compensation. The expected cash salary range for this role is $90,000-$115,000 base with total on-track earnings of $99,000-$130,000.

Diversity & Inclusion at Pinwheel

At Pinwheel, we are committed to building an environment that is diverse and inclusive. We believe that having people across different backgrounds, experiences, abilities, and perspectives enables us not only to build the best financial products, but to help us realize the best versions of ourselves. Pinwheel is an equal opportunity employer, and we aim to be an open and supportive place to work.

As part of our commitment to health and safety, Pinwheel requires employees to be fully vaccinated against COVID-19 as permitted under applicable law.