Senior Manager Customer Success

EarnIn is a pioneer in earned wage access, focused on providing financial flexibility for individuals living paycheck to paycheck. The Senior Manager, Customer Success will drive adoption and growth across B2B partners, ensuring EarnIn's products deliver measurable value while managing partner relationships and contributing to marketing initiatives.

Responsibilities:

• Own and manage EarnIn’s B2B portfolio of existing Employer partners , ensuring high levels of satisfaction, adoption, and measurable partner value
• Identify opportunities to expand EarnIn usage within existing partners through new product adoption, engagement campaigns, and cross-functional collaboration
• Act as a trusted advisor to HR, Benefits, and Payroll leaders, helping them improve employee financial wellness through EarnIn
• Act as the voice of the partner, gathering insights and advocating for their needs with Product, Operations, and Marketing teams
• Drive marketing initiatives within existing portfolio companies (for example, co-branded campaigns, internal awareness efforts, partner enablement materials) to boost EarnIn awareness and usage
• Support monthly and quarterly business reviews with partners and develop success stories that highlight EarnIn’s value
• Drive the growth of the business by engaging with prospective partners
• Contribute to the evolution of our customer success playbooks, tools, and metrics to create scalable, repeatable engagement models
• Collaborate with Finance, Product, and Data teams to track partner performance, forecast adoption trends, and identify opportunities for improvement
• Operate with a hands-on, experimental mindset, testing new strategies to drive usage and retention, then standardizing what works into replicable processes
• Serve as a cultural ambassador internally and externally, fostering strong relationships and modeling EarnIn’s values of empathy, agility, and impact

Requirements:

• 5+ years of strong customer success or partner management experience, preferably in fintech, HR tech, or SaaS environments
• Demonstrated success managing enterprise or mid-market relationships that drive measurable adoption and business outcomes
• Excellent communication, relationship-building, and storytelling skills
• Comfort with ambiguity and a bias toward action—someone who can build and execute with limited resourcing or defined processes
• Strong analytical and problem-solving skills, with the ability to interpret data and translate insights into clear recommendations
• Experience wearing multiple hats, including success, light marketing, and growth enablement
• Proven ability to work cross-functionally and influence outcomes across product, marketing, and operations
• Strong organizational and prioritization skills
• Bachelor's degree required; MBA or advanced degree a plus
• Start-up or fast-paced environment experience is highly preferred