Manage and lead the Developer Success Engineering team, ensuring operational efficiency, resolving technical escalations, and supporting growth strategies across customer portfolios.
About Finch
We are on a mission to revolutionize employment by building the infrastructure that powers every facet of work. To do this, we're looking for individuals who think about problems holistically and in-depth, who are relentlessly curious, self-starters, and determined to drive ideas from inception through to completion.
Finch is a Series B company backed by a fantastic set of firms, angels, and our developers including General Catalyst, Menlo Ventures, Homebrew, BoxGroup, YCombinator, Charley (1st business hire at Plaid), Sima (ex-Head of Biz Dev at Plaid), Henrique + Pedro (co-CEOs at Brex), Jeff + Wayne (co-CEOs at Digits), Immad (CEO at Mercury), Sam (CEO at Vouch Insurance), Karim (CTO at Ramp), and more.
About Our Team
We're a team of problem solvers who aren’t afraid to challenge assumptions. We value velocity, curiosity, empathy, and diverse perspectives. Everyone on the team is excited about the scope of the problems we address and the potential impact our work can have on the global workforce. We realize that the value we provide comes with great responsibilities, and therefore make security and privacy our highest priorities.
We come from a diverse set of backgrounds and each member brings different skills to the group. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and potential will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns.
The Role
The Manager of Finch’s Developer Success Engineering (DSE) team is a critical leadership role responsible for scaling Finch's technical post-sales function. You will lead, coach, and develop a team of high-performing DSEs, owning the operational rigor required to ensure predictable technical health. You will ensure our team drives product adoption, and accelerates growth across our customer portfolio. You will act as the critical point of escalation for Developers that work with Finch, and serve as a strategic partner to Engineering and Product leadership regarding customer-facing technical challenges & opportunities.
What You Will Do
- Strategic Leadership & Team Growth: Recruit, hire, coach, and manage a high-performing Developer Success Engineering (DSE) team. Own performance development, capacity planning, and ensure team alignment with financial targets.
- Process & Operational Scaling: Own the continuous evolution of the DSE function, building scalable workflows, processes, and tools to maximize team efficiency and impact.
- Technical Escalation Ownership: Serve as the final point of contact for complex technical escalations, leading incident post-mortems and ensuring swift, effective resolution for high-priority customer blockers.
- Product Advocacy & Strategy: Oversee the team’s mechanism for providing prioritized, systemic product feedback to Engineering and Product leadership, driving core product roadmap decisions.
- Growth Enablement: Collaborate with Account Management (AM) leadership to convert technical health insights into actionable growth strategies, ensuring DSEs effectively identify and surface expansion signals.
- Data Rigor & Health: Establish processes to systematically capture and measure the technical health of the customer base, translating those metrics into required EPD resources and strategic investments.
- Ecosystem Navigation: Lead the team in improving customer experience by developing architectural strategies to simplify the ways developers work with Finch across diverse API maturity levels.
Who You Are
- Proven Technical Management: You possess 3+ years of experience managing, leading, and developing a customer-facing technical team (Solutions Architects, Technical CSMs, etc.).
- Deep Technical Credibility: You have deep expertise in API architectures, advanced client-resolution methodologies, and cloud environments (AWS a bonus).
- Strategic Cross-Functional Leader: You have a proven ability to drive complex cross-functional alignment and accountability across Engineering, Product, and Sales organizations.
- Executive Communication: You possess exceptional communication skills, capable of credibly troubleshooting complex technical issues while translating technical concepts into clear business implications for executive stakeholders.
- Industry & Product Mindset: Experience in a B2B SaaS environment, ideally with exposure to payroll integrations, employee benefits ecosystem, and/or HR system architecture.
- Growth & Problem-Solving: You demonstrate a genuine curiosity for technology and thrive in environments requiring you to navigate complex product challenges and scaling growing pains effectively.
Why Finch
- Foundational role: Help shape the future of our success team and strategy
- Massive market: We’re building infrastructure in a $100B+ industry that touches every employer and employee in the world
- Strong backing: World-class investors and a leadership team with deep startup experience
- Customer impact: Work with customers that are redefining the way people get paid, insured, and employed
This is a hybrid role requiring 2-3 days per week in office our San Francisco or NYC office.
Finch is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Top Skills
APIs
AWS
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