Customer Success Manager

River Markets; San Francisco (CA); Presencial; USD 110.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity (0.1%-0.3%)

On-site in the San Francisco Bay Area

Platinum health insurance plan

Unlimited PTO (min 3 weeks)

Office food

Descripción de la vacante

River Markets is hiring its first customer success manager to ensure every customer succeeds from onboarding through active trading and long-term growth.

This is a customer-facing, operational role. You will own the customer journey after the sale, from onboarding and activation to day-to-day support, retention, and the systems that enable a high-touch experience at scale.

Formación

• 1-3 years of experience in customer success, account management, support, operations, or another client-facing role in financial services, fintech, trading technology, or enterprise software.
• Proactive and able to monitor usage, spot friction early, follow up, and move issues to resolution.
• Able to own the full customer journey from onboarding to retention and long-term growth.

Responsabilidades

• Own the customer experience across professional traders and trading firms with fast, precise, reliable service.
• Help expand customer adoption, usage, and trading volume.
• Lead onboarding and activation, configure workflows, and reach first successful trades quickly.
• Build trusted relationships and be the primary contact through active trading and growth.
• Understand each customer's trading workflow and map needs to River Markets' product and operations.
• Monitor customer health, usage, and trading activity to address friction early.
• Own issues end to end, coordinating with product, engineering, and operations to resolve them.
• Create the onboarding/checklists and scalable processes for customer support.

Conocimientos

Customer success

Account management

Support

Operations

Trading technology

Herramientas

CRM

Support systems

Descripción del empleo

River Markets is building the prime brokerage and execution layer for prediction markets: the infrastructure professional and institutional traders need to access, trade, and manage risk across exchanges such as Kalshi, Polymarket, and Polymarket US at scale.

We started as two quants from HFT and hedge funds who traded prediction markets at night and on weekends, saw that professional traders lacked a proper execution layer, and built it. Today, we are connected to four exchanges, run six proprietary execution algorithms, and serve paying trading firms.

We value ownership, speed, precision, and operational efficiency. We expect to do more with fewer people than a team our size has any right to.

About The Role

We are hiring our first customer success manager: the person who makes every River Markets customer successful from onboarding through active trading and long-term growth.

This is a customer-facing, operational role. You will own the customer journey after the sale, from onboarding and activation to day-to-day support, retention, and the systems that let us deliver a high-touch experience as we scale.

What You’ll Do

• Own the customer experience across professional traders and trading firms, with a clear standard for fast, precise, and reliable service.
• Help expand customer adoption, usage, and trading volume.
• Lead onboarding and activation, helping customers configure their workflows, understand the platform, and reach their first successful trades quickly.
• Build trusted relationships with customers and serve as their primary point of contact through active trading and long-term growth.
• Understand each customer's trading workflow and connect their needs to River Markets' product, technical, and operational capabilities.
• Monitor customer health, usage, and trading activity, and proactively address friction before it becomes a problem.
• Own customer issues end to end, coordinating with product, engineering, and operations to resolve them quickly and communicating clearly throughout.
• Build the playbook: onboarding checklists, support processes, customer communications, account-health tracking, and the systems that scale the function beyond you.

What We Expect

• By week 1, you will understand the product, the exchanges we connect to, and what our customers care about, and you will ship an improvement to a live customer workflow.
• By month 1, you will own onboarding and day-to-day customer communication, have resolved live customer issues, and have a clear view of account health and recurring friction.
• By month 3, you will have a repeatable onboarding and support motion, measurable improvements in time to value and retention, and a playbook for scaling customer experience.

What We Look For

• You know customer experience: You have 1-3 years of experience in customer success, account management, support, operations, or another client-facing role in financial services, fintech, trading technology, or enterprise software.
• You are proactive: You do not wait for customers to complain. You monitor usage, spot friction early, follow up, and move issues to resolution.
• You earn trust quickly: Customers are comfortable relying on your word. You listen well, communicate clearly under pressure, and follow through until the problem is solved.
• You own the full customer journey: You can take an account from handoff through onboarding, activation, ongoing support and retention, and you stay close enough to spot risks and opportunities.
• You are operationally sharp: You can manage multiple customers and issues at once, prioritize by impact and urgency, and keep details from falling through the cracks.
• You want to build, not inherit: You are excited to create the customer experience playbook, improve our tools and processes, and set the standards future hires will follow.
• You communicate clearly: Whether you are guiding a customer, writing a status update, or explaining feedback internally, you are direct, precise, and calm.
• You care about outcomes: You measure yourself by time to value, product adoption, issues resolved, customer retention, and trading volume retained, not by tickets closed or messages sent.

Bonus

• Hands-on experience in trading, digital assets, prediction markets, or market infrastructure.
• Experience supporting technical or API-driven products and troubleshooting customer workflows.
• Experience with CRM, support, or customer-success systems and structured account management.

Compensation and Benefits

• Equity: 0.1%-0.3%
• On-site in the San Francisco Bay Area
• Platinum health insurance plan
• Unlimited PTO, with a minimum of three weeks
• Food provided in the office
• Fresh fruit and snacks from farmers markets and local shops