Senior Customer Success Manager

Our mission is to make payments safer and easier for everyone. We started with a consumer product (privacy.com) that helps people spend more safely using virtual payment cards. Then we launched a simple, modern API to make our payment and card issuing infrastructure available to other startups, fintechs, and brands. Today, that infrastructure is known as Lithic, and it powers billions of dollars in payments for some of the most innovative companies in the world.

Lithic is a remote-first company and has a distributed team with an office in New York. That means that if you want to work remotely, you can! If you want to drop by the office or work fully in-person, you can do that, too! We’ve raised $100M+ from top-tier investors including Index, Bessemer, Stripes, and Tusk Venture Partners, with a recent Series C that will help us scale.

Lithic is hiring a SeniorCustomer Success Manager to help our customers build and scale card programs on the Lithic platform. You will be our customers' primary point of contact, working with key stakeholders (ranging from developers to founders and executives) on scaling, strategy, and product expansion.

What You'll Do:

• Own the overall relationship and account strategy for a portfolio of enterprise customers
• Gain a deep understanding of your customers’ business goals by building trust and creating meaningful relationships among key stakeholders
• Identify and execute opportunities for revenue expansion, upsell, and cross-sell with accounts
• Maintain active relationships with customers, including proactively resolving business and technical issues and serving as an internal advocate
• Work cross-functionally within Lithic to continuously improve our product, customer experience, and internal processes (Product, Engineering, Support, Operations, Partnerships, Finance, Legal, etc)
• Conduct business reviews with customers to assess customer health and happiness, review performance, evaluate their needs, and present new product features and growth opportunities
• Key success metrics are revenue growth, customer satisfaction, and retention

What You Bring:

• Fintech industry experience
• 5+ years of client-facing experience, ideally in a high-growth environment
• Technical aptitude a plus (familiarity with SQL, APIs, and data analysis preferred)
• Strong communication and consultative skills
• Successful track record of owning and growing accounts
• Project management skills and ability to manage multiple customers and priorities
• A strategic, collaborative, results-oriented, and analytical approach

Base Salary for US Candidates: $100k - $130k + Variable Compensation

Benefits:

• Health, vision, and dental insurance
• Unlimited PTO
• 401(k) match
• Life Insurance and AD&D policy
• 3% cashback on all Privacy purchases