Customer experience manager Jobs in Berkeley, CA

About Spinwheel Spinwheel is the agentic API platform for real-time consumer credit data and payments.

With just a phone number and date of birth, financial innovators can instantly access complete consumer credit data, attributes, and payments through a single, beautifully simple API.

We serve banks, lenders, fintechs, credit unions, and other financial services companies that need to verify identity, understand consumer debt, and execute payments at scale.

Our platform brings together Connect for identity and account authentication, Profile for real-time debt intelligence across all three bureaus, and Pay for payments and balance transfers, creating a unified infrastructure layer for some of the most important financial experiences consumers have.

We’re a growth-stage company with a lean, ambitious team, sophisticated customers, and a big market opportunity ahead of us.

This is a fully-remote role that can be based anywhere in the US or Canada, West-Coast preferred.

The Role We’re looking for an Enterprise Customer Success Manager to own and grow relationships with some of Spinwheel’s most strategic customers.

You’ll be deeply involved with your customers’ businesses, helping them get more value from Spinwheel, anticipating risks before they become problems, and identifying opportunities to expand the relationship.

You’ll build relationships from the executive level to the teams working with our platform every day.

You’ll understand what your customers are trying to accomplish, translate that into a strategy for success with Spinwheel, and mobilize the right people internally to make it happen.

Some days that means leading an executive conversation about business outcomes and roadmap priorities.

Other days it means digging into a technical escalation with Product and Engineering.

You’ll need to be equally comfortable doing both.

Most importantly, you’ll become someone our customers trust to help move their business forward.

What You’ll Do 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.

What You Bring You’re a strategic relationship builder who knows that great enterprise Customer Success requires equal parts commercial instinct, customer empathy, operational rigor, and problem solving.

You’ll bring 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.

Even Better If You Have 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.

What Success Looks Like You’ll know you’re succeeding when:

• Your enterprise portfolio maintains retention and revenue expansion goals.
• Customers are expanding because they see measurable value in their partnership with Spinwheel.
• Renewal and expansion forecasts are accurate and dependable.
• Customer risk is surfaced early and addressed proactively.
• Customers are adopting new capabilities and engaging with our evolving product roadmap.
• Product, GTM, and leadership teams look to your customer insights to inform decisions.
• Your customers view you as a strategic advisor and advocate inside Spinwheel, not simply their point of contact.
• Why Spinwheel Spinwheel is a fully remote company, and we’re building the team, culture, product, and infrastructure for our next stage of growth at the same time.
• That means there’s real ownership here.
• You won’t inherit a rigid playbook and spend your time following it.
• You’ll have the opportunity to shape how we serve enterprise customers, influence how our product evolves, and help build the Customer Success organization we’ll need as we scale.
• We offer competitive compensation, comprehensive health and welfare benefits, early-stage stock option equity, and unlimited PTO.
• Twice a year, the whole team gathers in person for a company retreat.
• Past locations include Costa Rica, San Diego, Banff, Chicago, Seattle, and Mexico City.
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