Customer Success Manager - Military veterans preferred

Are you passionate about helping customers thrive during transformational change? Do you love being the go-to advisor who drives meaningful results through engagement, enablement, and adoption? If you're excited about making a real impact in a diverse software product portfolio, We’re looking for a Customer Success Manager (CSM) who thrives at the intersection of technology, strategy, and human connection. In this role, you’ll guide customers through critical technology decisions and investments ensuring seamless experiences, proactive engagement, and measurable business outcomes every step of the way.

In this role, you’ll serve as the strategic partner and trusted advisor to customers navigating a current product and introduce new modern solutions. You’ll lead change management, and continued training efforts. Along the way, you’ll drive engagement, adoption, and measurable outcomes that prove real value. This is your chance to lead meaningful customer transformations, partner with customers to make strategic technology investments while making sure they feel supported, empowered, and set up for long-term success. This is more than just a Customer Success role—it’s a chance to be a change leader, a trusted advisor, and a customer advocate all in one. If you’re ready to roll up your sleeves and guide our customers into the future.

We’re on a transformational journey—and so are our customers. We are form strategic partnerships to determine the best solution for our customers from our trusted legacy product suite to a powerful new SaaS platform. If you're passionate about building relationships, solving problems, and guiding customers toward success during times of change—you’ll thrive here.

What You'll Do

Lead with Strategy: Customer & Migration

• Own customer journeys—crafting tailored, strategic plans for every customer
• Collaborate cross-functionally (Product, Engineering, Support) to remove friction and deliver exceptional go-live experiences.
• Anticipate roadblocks, mitigate risk early, and keep projects on track.
• Be the calm in the storm—customers trust you to lead them through decisions and change

Ignite Engagement: Adoption & Enablement

• Become a power user and product evangelist—understand customer workflows and align our existing and new platform to their goals
• Deliver high-impact enablement, training, and resources that help customers get the most out of their new product and accelerate time-to-value
• Proactively share product updates, features, and roadmap insights in ways that excite and inspire
• Use data and insights to drive engagement, adoption, and continuous improvement

Build Advocacy: Strategic Relationships & Retention

• Cultivate strong, trust-based relationships with customer stakeholders—from end users to executives.
• Act as a consultative partner on workflow optimization, helping customers modernize and maximize value from our product offering
• Identify and surface upsell and cross-sell opportunities to the Sales team—based on your understanding of evolving customer needs
• Be the voice of the customer—internally advocating for their needs and shaping our future
• Serve as a strategic advisor on process optimization and platform utilization and education on our products

Elevate the Experience: Operational Excellence

• Help us scale—optimize playbooks, resources, and tooling to deliver a repeatable, delightful customer experience
• Track success metrics and share insights that drive strategic decisions
• Partner with Product and Marketing to amplify the customer voice and shape what comes next

What You'll Need

• 4+ years of Customer Success, SaaS Implementation, or Account Management experience
• Deep understanding of SaaS lifecycles and customer success methodologies
• Excellent communication skills—you simplify the complex and make adoption and change feel exciting
• Project management chops and a strategic mindset that drives customer value
• Data-driven thinker with a passion for solving problems and optimizing outcomes
• A strong understanding of both legacy software and modern cloud-based SaaS models
• A passion for customer advocacy and engagement—you know how to guide, support, and excite users through change
• Ability to thrive in a fast-paced, evolving, and customer centric environment

What's In It For You

• Customer-First Culture: The work you do will drive retention, satisfaction, and revenue—while keeping customers at the center of it all
• Big Impact: The work you do will drive retention, satisfaction, and revenue—while keeping customers at the center of it all
• Team Collaboration: Work cross-functionally with amazing colleagues in Product, Sales, Engineering, and more.
• Growth Opportunity: We’re modernizing how our customers work and you will play a role in that evolution

The base salary range for this role is listed above. Total compensation ultimately depends on the candidate’s primary work location, job responsibilities, role requirements, relevant experience and skillset.

Beyond traditional insurance offerings (that all start on day one), Finvi offers a wide variety of additional benefits like flexible time off, employer 401k match with no wait period, paid time off to volunteer, paid parental leave, and more. Learn more about all our benefit offerings on our website.

Why Finvi

Finvi is a fast-paced, challenging, and technology-transforming company. Our culture fosters an environment where you can think creatively, push yourself to new possibilities, and challenge each other to accomplish personal and professional goals. We believe that every moment, idea, and voice count. By bringing together different ideas and perspectives, we can innovate and step forward.

Our values embody who we are: have grit, own your impact, row together, embrace differences, and act transparently.

Finvi's Equal Opportunity Statement including Veterans and Individuals with Disabilities

It is the policy of Finvi to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruitment or recruitment advertising, hiring, placement, promotion, transfer, demotion, layoff, recall, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, including apprenticeship, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate. For more information, read Finvi’s full Equal Opportunity Statement here.

Work Authorization

Visa sponsorship or transfer of an existing visa is not available for this position. Eligible candidates must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

PI277889278