Enterprise Customer Success Manager

Spinwheel is an agentic API platform for real-time consumer credit data and payments. The Enterprise Customer Success Manager will own strategic enterprise relationships through implementation, adoption, expansion, and renewal, while driving customer success plans, executive engagement, issue resolution, and customer advocacy.

Responsibilities:

• Own strategic enterprise relationships from post-sale through implementation, adoption, expansion, and renewal, with accountability for the overall health and growth of your portfolio
• Become a trusted advisor to executive, operational, and technical stakeholders by deeply understanding their businesses, priorities, and goals
• Build and execute customer success plans that connect product adoption to measurable business and revenue outcomes
• Drive adoption and expansion by identifying where Spinwheel can create additional value and turning those opportunities into action
• Lead high-impact executive business reviews focused on performance, insights, strategic priorities, open issues, and roadmap alignment
• Own the signal on customer health, proactively identifying renewal risk, expansion opportunities, and changes in customer sentiment before they become surprises
• Lead complex customer issues through resolution, partnering with Product, Engineering, Sales, and Compliance to diagnose problems, establish ownership, and keep customers informed
• Bring the voice of the customer into Spinwheel, turning what you hear into actionable insights that influence our product roadmap and GTM strategy
• Help us scale Customer Success, improving how we onboard, engage, support, and grow enterprise customers as Spinwheel grows
• Create customer advocates, identifying opportunities for references, case studies, testimonials, and other ways to showcase customer success

Requirements:

• 7–10+ years of experience in Customer Success, Account Management, Strategic Accounts, or a similar client-facing role within SaaS, fintech, or another high-growth technology company
• Experience managing a book of ~50+ customers representing $2M+ revenue
• A strong track record managing complex, high-value enterprise relationships
• Experience building credibility and trusted relationships with senior executives
• The ability to understand a customer's business objectives and connect them to product adoption, retention, and expansion
• Strong commercial instincts and comfort identifying and developing expansion opportunities
• Excellent problem-solving skills and the ability to bring structure to ambiguous or high-pressure situations
• The ability to coordinate across technical and business teams without losing momentum or accountability
• The range to lead a C-suite conversation in the morning and roll up your sleeves for a tactical troubleshooting session that afternoon
• Experience working with large financial services customers
• Familiarity with lenders, debt relief companies, major banks, credit unions, or financial marketplaces
• Experience working with API-driven or technically complex products
• Experience building customer advocacy programs, including case studies, references, and executive testimonials