Manager of Customer Success, Fintech

Lehi, UT
Full Time
Experienced

We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job!

Mission:

The Manager of Customer Success builds and leads a high-performing Fintech Technical Success Management (TSM) team that scales customer impact through operational excellence, technical depth, and strong cross-functional alignment.  You create clarity, structure, and accountability so your team can deliver fast, high-quality technical guidance, reduce friction in the customer journey, and drive measurable adoption of Payments, Suppliers, and Financing.

What You'll Be Doing:

  • Build and Lead a High-Performance Fintech TSM Team by creating structure, accountability, and operational rigor so the team consistently drives adoption, mitigates risk, and delivers exceptional customer experiences 
  • Drive Adoption & Activation at Scale by owning and improving Payments and Supplier usage rates.  Increase weekly net activations and ensure qualified volume exists to consistently hit goals
  • Analyze inactive accounts (60–90 days), identify root causes (pricing, setup complexity, training gaps, process breakdowns), and implement scalable solutions.
  • Strengthen Cross-Functional Alignment by partnering deeply with Customer Account Executives on reactivation ownership, AEs on feature adoption roadmaps, Product on customer feedback loops, Marketing on webinars and lead flow, Professional Services and Onboarding on long-term success.
  • Elevate risk management & retention by ensuring the team by proactively identifying churn risks, addressing friction early, and protecting revenue through strategic technical guidance.
  • Champion customer experience & innovation by driving 90%+ CSAT,  leading beta programs with strategic customers, provide Jenius Bar support at events, and ensure the voice of the customer influences product direction.

What Makes You the Hero for This Job:

  • You build teams that win. You’ve led high-performing CS, Success, or Fintech teams before and you know how to create clarity, accountability, and measurable performance standards.
  • You think in metrics, not vibes.  Usage rates, activation numbers, adoption curves, churn risk — you manage by data and know how to turn insights into action.
  • You fix root problems — not surface symptoms.  When usage drops, you dig in. You analyze inactive accounts, identify friction points, and implement structural solutions.
  • You drive adoption like it’s revenue. You understand that feature adoption is directly tied to retention, expansion, and long-term customer success.
  • You create operational excellence.  You bring structure to reactivations, clarity to ownership, and consistency to execution across the team.
     

 Superpowers:

  • Extreme Ownership. You own the scoreboard. Usage rates, activations, CSAT — they don’t belong to “the team,” they belong to you. You build systems that make success repeatable and take responsibility when metrics fall short.
  • Customer Obsessed. You believe adoption is the ultimate proof of value. You push your team to ensure customers aren’t just logging in — they’re winning because of JobNimbus.
  • Proactive Learning. Fintech moves fast. You stay ahead of product updates, industry shifts, and customer needs so your team can provide confident, forward-looking guidance.
  • Team Commitment. You develop leaders, not followers. You coach TSMs to elevate their technical depth, risk management skills, and executive presence so the entire team rises together.
  • Self Awareness. You know where you’re strong — and where you need support. You hire complementary talent, invite feedback, and continuously refine your leadership approach.
 

Mentor (Hit us up to get more information)

Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography and recruiting, and celebrating birthdays.

JobNimbus is proud to be an equal opportunity / affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, Veteran status, or other legally protected characteristics. This position may require the successful completion of a criminal background check and/or drug screen. If you have a disability or special need that requires accommodation, please let us know in the application.

If you have any questions regarding this job post, please email [email protected].

Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*