Customer Experience Manager

Thomas Talent Network, LLC; Austin (TX); On-site; USD 85,000 - 125,000; Full time

Job summary

Thomas Talent Network, LLC is helping an AI-driven fintech startup in Austin build its post-sale Customer Experience function from the ground up. The role focuses on owning customers end-to-end, from onboarding through renewal and expansion, while partnering with CFOs and finance teams for measurable ROI.

You will define health metrics, lead renewals, translate feedback into product improvements, and develop scalable CX playbooks as the company scales.

Qualifications

• 1 to 4 years in management consulting or investment banking (e.g. MBB, Big 4 advisory, Accenture, or bulge bracket/middle market IB)
• Financial fluency: understands DSO, AP/AR workflows, cash flow, and month-end close
• Experience presenting data-driven insights to senior finance stakeholders (CFOs, controllers)
• Builds data-driven presentations and ROI narratives; can translate usage metrics into business outcomes for finance leaders
• AI-native: actively uses Claude/ChatGPT/Lovable daily with established personal workflows
• High ownership, proactive, and thrives in early-stage environments
• Strong communication skills: clear, thoughtful, and adaptable to different audiences

Responsibilities

• Own a portfolio of customers end-to-end, from onboarding through renewal and expansion
• Build trusted relationships with CFOs, controllers, and day-to-day users
• Define and track customer health metrics (adoption, engagement, financial outcomes) and proactively address risks
• Lead renewals and identify expansion opportunities using data and relationship insights
• Act as the voice of the customer, translating feedback into actionable product improvements
• Build scalable playbooks, templates, and systems to improve CX as the company grows

Skills

Client relationship management

Financial acumen

Data-driven storytelling

AI tooling familiarity

Startup experience

Communication skills

Tools

Claude

ChatGPT

Job description

Our client, an AI-driven fintech startup, is seeking a Customer Experience Manager to own and build the post-sale function from the ground up.

This is a foundational role at a fast-growing company transforming accounts receivable for B2B distributors. You'll partner closely with CFOs and finance teams, drive measurable ROI, and shape how customer success scales. On-site.

What You'll Do:

• Own a portfolio of customers end-to-end, from onboarding through renewal and expansion
• Build trusted relationships with CFOs, controllers, and day-to-day users
• Define and track customer health metrics (adoption, engagement, financial outcomes) and proactively address risks
• Lead renewals and identify expansion opportunities using data and relationship insights
• Act as the voice of the customer, translating feedback into actionable product improvements
• Build scalable playbooks, templates, and systems to improve CX as the company grows

What They're Looking For:

• 1 to 4 years in management consulting or investment banking (e.g. MBB, Big 4 advisory, Accenture, or bulge bracket/middle market IB)
• Financial fluency: understands DSO, AP/AR workflows, cash flow, and month-end close
• Experience presenting data-driven insights to senior finance stakeholders (CFOs, controllers)
• Builds data-driven presentations and ROI narratives; can translate usage metrics into business outcomes for finance leaders
• AI-native: actively uses Claude/ChatGPT/Lovable daily with established personal workflows
• High ownership, proactive, and thrives in early-stage environments
• Strong communication skills: clear, thoughtful, and adaptable to different audiences
• Prior startup experience (Seed-Series B) is much preferred

Job Reference: W354363W

Package Details: Salary & equity

Visa sponsorship: None