Customer Experience Manager

Location(s) This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays. About the Role As a Customer Experience Manager, you are the accountable owner of the post-onboarding client experience for a portfolio of banks, credit unions, and fintechs. The role thrives inside the product and inside the relationship: you investigate real issues and resolve them with precision, you turn recurring problems into durable programs, and you serve as the trusted face for clients across multi-year engagements. This is a role for someone equally comfortable debugging an API integration and presenting outcomes to a client's leadership team. You pair genuine care for clients with the investigative depth to solve their hardest problems, and the operational rigor to make those solutions last. What You'll Do • Own Technical Resolution: Reproduce client-reported issues, research logs, query data, and identify root cause. Resolve what you can directly, and escalate the rest to engineering with clean, reproducible, high-signal detail: steps to reproduce, log evidence, expected versus actual behavior, and client impact. • Be the Bridge to Engineering and Product: Translate client problems into clear technical requirements and prioritized, business-context-rich input. Identify recurring friction points and advocate for scalable solutions rather than one-off fixes. • Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable resolutions. • Manage the Client Relationship: Own the operational and executive relationship across a multi-year engagement. Serve as the trusted advisor and primary point of contact, building credibility that outlasts any single issue. • Drive Enablement and Adoption: Deliver training sessions, feature walkthroughs, and best-practice guidance. Build the documentation and runbooks that make clients self-sufficient and prevent repeat questions. • Engage Proactively: Stay ahead of clients through a regular meeting cadence and structured business reviews that connect platform performance to their operational goals. • Support Implementation: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly. What You’ve Done • 4-7 years in a technical account management, customer engineering, support engineering, or technical customer success role, ideally at a B2B SaaS or fintech company serving financial institutions • Demonstrated ability to investigate technical issues independently: reading logs, debugging API integrations, querying data, and identifying root cause before escalating • Hands-on familiarity with REST APIs and troubleshooting tools such as DataDog or OpenSearch; working knowledge of SQL for investigation and analysis • Strong relationship management skills with mid-market or enterprise clients, with the presence to build credibility with operational and executive stakeholders alike • Exceptional written and verbal communication: able to make a complex technical or dispute issue legible to both a client's frontline team and its leadership • Structured problem-solver, comfortable in an early-stage environment, building process while doing the work • Great composure when an issue is live and the stakes are high Nice to Have • Experience in payments, disputes, chargebacks, or Reg E/Z compliance workflows • Familiarity with authentication concepts (e.g., JWT) and API security • Working knowledge of Python for debugging and analysis • Familiarity with HubSpot, Linear, or similar CRM and ticketing tools • Background working with banks, credit unions, or core banking systems