Sr. Customer Success Manager

“I love my banking app!” said no one, ever.

Pinwheel is on a mission to change that. We believe banks and financial service providers represent the greatest opportunity to build 10x better experiences, especially in the AI age. We’re building the next generation of financial products alongside some of the biggest names in the market including Robinhood, DoorDash, Chime, Cash App, Credit Karma, American Express, Discover, Intuit, Acorns, Visa and more. 

If you’re excited by the idea of having your work touch and impact the lives of hundreds of millions of consumers, Pinwheel is the place for you. 

If you get stoked about building products alongside the biggest brands in the world, Pinwheel is the place for you. 

If you want to join a scrappy, hustling team that is obsessed with defining the future of financial services, Pinwheel is the place for you! 

Pinwheel has raised $77M from top-tier investors such as Coatue, Notable, First Round, Upfront, Primary, American Express, Franklin Templeton, Indeed, Semper Virens and more.

Build. Scale. Drive Impact.

At Pinwheel, we’re not just building products—we’re redefining what’s possible in fintech. On the Customer Success team, you’ll be the driving force behind our customers’ success, working with everyone from trailblazing Enterprise fintechs to ambitious Credit Unions. Your mission? Help them crush their goals using our powerful API-driven platform.

This isn’t your average CS role. You’ll be hands-on from Day 1—leading onboarding with precision, optimizing usage for max impact, and uncovering expansion opportunities that nobody else saw coming. You’ll learn the ins and outs of our API, mastering everything from implementation to troubleshooting, while crafting onboarding processes that scale as we do.

Once customers are live, you’re the go-to—an extension of their team. You’ll analyze performance metrics, strategize optimizations, and bring fresh ideas to the table that transform “good enough” into “game-changing.” Through strong, authentic relationships with decision-makers, you’ll spot new use cases, pitch compelling solutions, and work side-by-side with Sales to unlock growth.

If you thrive in fast-paced, zero-to-one environments where your impact is massive and your hustle is noticed, Pinwheel is where you want to be.

You will be a key factor in driving Pinwheel’s next stage of growth. More concretely, you will:

• Own the overall relationship for assigned customers, often organizing multiple projects concurrently with customers.
• Support customers throughout their entire Pinwheel lifecycle, including implementation, renewal and growth. 
• Provide technical guidance for customers during implementation and when rolling out new products.
• Identify expansion opportunities by focusing on growing usage and partnering with Account Managers to uncover additional upsell sales opportunities.
• Execute against Account plans you develop in collaboration with Account Managers and the Head of Success.
• Contribute to department process and documentation.
• Deliver superior, proactive customer success services to Pinwheel customers.

With the support of the existing Success Team, you will achieve the following:

• In the first 30 days, you will be able to give a demo of how Pinwheel works in preparation for onboarding your first customer.
• In the first 45 days, assume ownership of 5-10 customer accounts
• In the first 60 days, deliver your first account review (QBR)
• In the first 90 days, own 20+ customer accounts
• In the first 120 days, identify and help close your first upsell.

• 5-7 years experience in Customer Success or Account Manager role
• Proven experience in technical role supporting technical product or API based product
• Experience working with large and/or Enterprise customers (ARR $1m+)
• Passion and demonstrated experience in understanding complex systems (APIs, database,etc), and finding solutions to technical problems.
• Experience building and executing against Account Plans, including coordinating multiple roles on both sides of relationship
• Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous problems
• Early-stage startup experience is highly valued, but not required
• Attention to detail and adherence to plans developed in conjunction with customers for events like onboarding, new product launch, Proof of Concepts, etc.

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 products on the bleeding edge of financial services!

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

This role is based in New York City and involves occasional travel (10-20%).

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 base cash salary range for this role is $144,000 - $156,000 base with on track total earnings (OTE) of $160,000 - $180,000.

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.