Customer Success Manager, FinTech

SymPro, an Aquila company, provides treasury management software for public sector organizations across North America. The Customer Success Manager, FinTech owns customer relationships, supports retention and renewals, coordinates customer needs across internal teams, and identifies product migration and expansion opportunities.

Responsibilities:

• Own and strengthen customer relationships. You will build trusted, ongoing relationships with an assigned portfolio of SymPro customers and become their consistent point of contact after implementation. You will proactively check in, understand how clients are using our products, confirm they are getting value from the platform, and ensure they feel known, supported, and connected to SymPro
• Improve retention and renewal readiness. You will stay close to customer sentiment, usage patterns, open items, and renewal timing to identify accounts that need attention before concerns become risks. You will support the renewal process for assigned accounts, help customers understand SymPro's ongoing value, and coordinate next steps that support long-term retention
• Create a more connected customer experience. You will work across Implementation, Support, Sales, and leadership to keep customer needs moving forward. When a client has a question, concern, invoicing need, contract detail, billing change, or account administration issue, you will help route it, track it, and ensure the right people are involved through to resolution
• Guide migrations and relationship-led expansion. You will help customers understand the value of moving to newer SymPro products where appropriate. You will also identify opportunities to introduce additional products, modules, and services, own smaller add-on conversations, and partner with Account Executives on larger or more complex opportunities
• Maintain clear account visibility. You will keep accurate records of customer conversations, account activity, renewal status, risks, opportunities, and next steps in the CRM. You will help SymPro create a more consistent view of account health and ensure customer information is current, actionable, and easy for internal teams to use
• Turn customer insight into action. You will gather feedback, identify patterns, and share what you are hearing with Sales, Support, Implementation, Product, and leadership. Your insight will help inform product, pricing, process, renewal, reference, and case study opportunities while improving how SymPro supports its customers

Requirements:

• You have built trust with customers in a relationship-focused role such as customer success, account management, client services, inside sales, banking, software, public sector, financial services, or a related environment
• You know how to become a reliable point of contact, maintain long-term relationships, and represent the customer's needs with professionalism and care
• You can manage a portfolio of customers, create a consistent outreach rhythm, track open items, and stay close to account health
• You know how to identify when an account needs attention, keep follow-up moving, and ensure important customer needs do not get lost between teams
• You communicate clearly with customers and internal teams, ask thoughtful questions, and follow up when you say you will
• You can listen to concerns, clarify next steps, coordinate with the right people, and help customers feel confident that their needs are being taken seriously
• You can identify opportunities to support renewals, expand relationships, introduce product migrations, generate leads, and contribute to revenue goals without making every conversation feel like a sales pitch
• You know how to balance customer advocacy with company priorities and practical business outcomes
• You are comfortable building rapport with finance, treasury, accounting, investment, and operational stakeholders
• You can learn software products, understand how technology supports customer workflows, and recognize when to involve Support, Implementation, Sales, or Product
• Experience with public sector organizations, treasury, investment, debt, cash management, accounting-adjacent software, SaaS subscription models, renewals, migrations, CRM tools, ticketing systems, or AI-enabled workflow tools is an asset