About the job
About Finally
Finally is a rapidly expanding fintech innovator in the United States, dedicated to being the leading financial automation platform for small to medium-sized businesses (SMBs). Our state-of-the-art product suite seamlessly combines Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, all powered by advanced artificial intelligence to simplify financial operations for SMBs. At Finally, we aim to streamline financial processes, enabling businesses to concentrate on their core objective – growth.
Located in sunny South Florida, we successfully raised $200 million in 2024 to fuel our expansion, enhance our innovations, and continue delivering exceptional service to our customers. Our team consists of over 250 professionals across three offices. We take pride in being the official corporate card and expense management platform for renowned sports teams like the Florida Panthers, Miami Heat, and Chicago Bulls.
Role Overview: Customer Success Manager
As a Customer Success Manager, you will serve as the primary advocate for a diverse portfolio of SMB clients utilizing our corporate cards and expense management platform. Your focus will be on cultivating long-term customer success through proactive engagement, relationship management, and a deep understanding of our clients' financial operations.
Key Responsibilities:
- Manage a Customer Portfolio: Take full ownership of a substantial portfolio of SMB customers utilizing finally’s corporate cards and expense platform, ensuring seamless onboarding, adoption, retention, and growth.
- Enhance Adoption & Spend Growth: Analyze customer usage patterns to pinpoint engagement gaps, mitigate risks, and proactively encourage increased card utilization and feature adoption.
- Serve as a Trusted Advisor: Establish robust, consultative relationships with clients by comprehending their financial processes, business needs, and future objectives. Connect finally’s AI-driven tools to enhance operational efficiency and empower clients to scale confidently.
- Address Complex Challenges: Respond to customer inquiries through phone, email, and chat with urgency, tackling intricate financial, technical, and operational issues while identifying root causes and long-term solutions.
- Oversee Escalations: Manage customer escalations end-to-end, ensuring timely resolutions and maintaining client satisfaction.

