Customer Success Manager

Fiska.ai Inc.; Northern (KY); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Remote-first culture

Unlimited PTO

Learning & Development

Job summary

Fiska.ai Inc. is seeking a Customer Success Manager to guide finance teams at top brands through implementation, optimization, and ongoing value realization of our AI-powered expense platform.

You will lead strategic onboarding, nurture executive relationships, and drive renewals and expansions while championing customer outcomes with data-driven insights.

Qualifications

• 3+ years in customer success management or strategic account management in B2B SaaS.
• Direct experience with finance teams or fintech/expense management is preferred.
• Proven track record of high net revenue retention and renewals.
• Strong analytical skills to translate usage data into business insights.

Responsibilities

• Strategic onboarding of new customers including discovery, setup, data migration and training.
• Maintain executive relationships with C-level and finance leaders through regular check-ins.
• Design and execute success plans aligned with customer goals and KPIs; monitor adoption and ROI.
• Develop product advisory capabilities, sharing best practices and AI capabilities with customers.
• Monitor account health scores and intervene to prevent churn.
• Identify upsell/cross-sell opportunities and communicate ROI to customers.

Skills

Strategic account management

C-level relationship building

SaaS customer success

Data-driven decision making

Executive communication

Education

Bachelor's degree or equivalent

Tools

Gainsight

ChurnZero

Totango

Salesforce CRM

Job description

Fiska is transforming how finance teams manage event spend. We're building the first AI-powered platform that automates expense tracking, budget management, and real-time reconciliation for social media and marketing professionals (SMMPs).

Our customers save an average of $250K+ annually and reduce reconciliation time by 78%. We're backed by leading investors and working with global brands to solve billion-dollar problems in event finance.

About the Role

As a Customer Success Manager at Fiska, you'll be the trusted advisor to finance teams at some of the world's leading brands. You'll guide customers through implementation, ensure they achieve maximum value from our platform, and build long-term relationships that drive mutual success.

This role is perfect for someone who loves solving complex problems, building relationships, and seeing the direct impact of their work on customer outcomes. You'll work at the intersection of finance, technology, and customer experience.

Key Responsibilities

• Strategic Customer Onboarding: Orchestrate seamless implementation experiences for new customers including discovery calls, technical setup, data migration, stakeholder training, and change management to ensure rapid time-to-value and achieve first value milestones within 30 days
• Executive Relationship Management: Cultivate deep, trusted partnerships with C-level executives, finance leaders, procurement teams, and key decision-makers through strategic business conversations, regular check-ins, and proactive engagement that positions you as an indispensable advisor
• Customer Success Planning: Design and execute comprehensive, goal-oriented success plans aligned with each customer's unique business objectives, KPIs, and financial targets. Track adoption metrics, feature utilization, and progress toward desired outcomes with data-driven recommendations
• Product Mastery & Consultation: Achieve deep product expertise across all Fiska capabilities and serve as a strategic consultant, educating customers on industry best practices, workflow optimization techniques, advanced features, and emerging AI capabilities that unlock maximum platform value
• Proactive Health Monitoring: Leverage customer success platforms and analytics to continuously monitor account health scores, usage patterns, engagement trends, and sentiment signals. Identify at-risk accounts early and implement intervention strategies to prevent churn
• Revenue Growth & Expansion: Drive net revenue retention through strategic renewal conversations, identify high-potential upsell and cross-sell opportunities, and articulate compelling ROI narratives backed by quantifiable business value, cost savings, and efficiency gains
• Customer Advocacy & Voice: Champion customer needs internally by synthesizing qualitative and quantitative feedback, advocating for feature requests and improvements with product and engineering teams, and ensuring customer insights drive product roadmap priorities
• Executive Business Reviews: Design and deliver high-impact quarterly business reviews presenting comprehensive analytics on adoption metrics, realized ROI, cost savings achieved, operational improvements, strategic recommendations, and collaborative roadmap planning for future value creation
• Critical Issue Resolution: Act as the primary customer advocate during escalations, coordinating cross-functional response teams including engineering, product, and leadership to achieve swift resolution, maintain customer confidence, and turn challenges into relationship-strengthening opportunities
• Scaled Customer Education: Develop and deliver educational programs including webinars, workshops, training certification programs, knowledge base articles, video tutorials, and best practice guides that empower customers to become self-sufficient power users

Requirements

• 3+ years of demonstrated success in customer success management, strategic account management, or client-facing roles within B2B SaaS environments with measurable impact on retention and expansion metrics
• Direct experience working with finance teams, CFOs, or financial operations professionals strongly preferred, or proven background in fintech, financial services, expense management, or accounting software
• Exceptional track record of driving customer adoption, achieving high net revenue retention (110%+), managing renewals, and identifying expansion opportunities with quantifiable results
• Strong analytical and data interpretation capabilities with ability to analyze usage data, calculate ROI, build business cases, create compelling data visualizations, and translate metrics into strategic recommendations
• Outstanding communication, presentation, and storytelling skills with ability to influence C-level executives, facilitate engaging training sessions, and articulate complex concepts clearly to diverse audiences
• Hands-on experience with customer success platforms such as Gainsight, ChurnZero, Totango, or similar tools for managing customer health scores, playbooks, workflows, and success analytics
• High technical aptitude with ability to quickly master complex software platforms, understand integrations, troubleshoot technical issues, and confidently discuss product capabilities and roadmaps
• Exceptional problem-solving abilities combined with genuine customer empathy, consultative mindset, and unwavering commitment to customer outcomes and long-term success
• Proven ability to effectively manage portfolios of multiple high-value accounts simultaneously, prioritize competing demands, meet deadlines, and maintain exceptional service quality across all customers
• Highly self-directed with entrepreneurial mindset, comfort with ambiguity, proven success in remote work environments, and ability to thrive in fast-paced startup culture with evolving priorities

Nice to Have

• Professional background or formal education in finance, accounting, FP&A, event management, or related fields providing deep domain expertise in financial workflows and terminology
• Extensive experience managing strategic enterprise accounts ($100K+ ARR) including complex multi-stakeholder organizations, navigating procurement processes, and executive relationship management
• Deep knowledge of expense management ecosystems including systems like Concur, Expensify, Coupa, Brex, or procurement platforms like Ariba, demonstrating understanding of competitive landscape and integration requirements
• Hands-on experience implementing, configuring, or administering financial software platforms such as NetSuite, QuickBooks Enterprise, Bill.com, or enterprise ERP systems
• Professional certifications in customer success management (CSM, CCSP) from organizations like Success Coaching, SuccessHACKER, or equivalent structured training demonstrating commitment to the discipline
• Advanced proficiency with Salesforce CRM including custom reporting, dashboards, workflow automation, and experience with Sales Cloud, Service Cloud, or similar enterprise CRM platforms
• Experience with customer education platforms (Lessonly, WalkMe, Pendo), community management, or developing scaled customer success programs including webinar series and certification programs
• Background in consulting, sales engineering, or solution architecture providing technical depth and ability to navigate complex technical conversations with confidence

Competitive Compensation

Industry-leading salary with equity options to share in our success

Comprehensive medical, dental, and vision coverage for you and your family

Remote First

Work from anywhere in the US with flexible hours and home office stipend

Unlimited PTO

Take the time you need to recharge with our flexible vacation policy

Learning & Development

Annual budget for courses, conferences, and professional development

Fast-growing startup with clear paths for career advancement

Our Values

Customer First

Every decision starts with the customer. We obsess over solving real problems and delivering measurable value.

Fast & Agile

We move with speed and precision. Ship quickly, iterate constantly, and adapt to change.

Security First

We handle billions in event spend. Security and trust are non-negotiable in everything we build.

Own Your Work

We give you autonomy and trust you to make decisions. Take ownership and drive impact.

Sustainability

We build for the long term—sustainable growth, sustainable practices, sustainable impact.

Give Back

Success means lifting others. We invest in our communities and create opportunities for all.