Customer Success Manager, Financial Institutions

ScribeUp Technologies, Inc.; New York, Los Angeles (NY, CA); Hybrid; USD 110,000 - 150,000; Full time

Job summary

ScribeUp is hiring a Customer Success Manager, Financial Institutions to own a portfolio of bank and credit-union relationships. You will guide customers from onboarding through activation, adoption and expansion, ensuring measurable value and high NRR.

You will work closely with Product and Sales to coordinate launches, drive activation, monitor health metrics, and identify renewal risks early. Flexible remote/hybrid in NYC or LA.

Qualifications

• Experience in Customer Success or Account Management with financial institutions.
• Strong commercial instincts and ability to manage renewal risk.
• Proven track record of activation, retention and expansion in a scaled portfolio.

Responsibilities

• Own 15+ financial-institution relationships and develop trusted stakeholder relationships.
• Lead customers from contract signature through successful launch and activation.
• Maintain customer health metrics and identify at-risk accounts early.
• Drive retention and contribute to GRR and NRR through proactive plans.
• Identify expansion opportunities and manage straightforward upsell conversations.

Skills

Customer Success

Account Management

Financial institutions

QBRs

NRR

Upsell opportunities

Activation metrics

Portfolio management

Job description

About ScribeUp

ScribeUp is a Series A embedded fintech building AI-powered subscription and recurring bill management infrastructure for financial institutions.

In roughly 18 months, ScribeUp has grown from zero to 60+ signed financial institutions. The company recently raised a $10M Series A to accelerate the next stage of growth across Product, Engineering and Go-to-Market.

ScribeUp's technology sits directly inside financial-institution experiences and helps consumers understand and take action on their recurring financial lives. The platform combines recurring-payment and bill detection, transaction intelligence and agentic execution capabilities that can help consumers manage bills through actions such as cancellations, payment updates, bill savings & more.

ScribeUp is building teams in New York City and Los Angeles and operates in a highly collaborative environment.

The Role

We're hiring a Customer Success Manager, Financial Institutions to own a portfolio of bank and credit-union relationships. You'll take ownership once the customer signs and manage the relationship through launch, activation, ongoing success, retention and expansion.

The technical integration is often already substantially enabled through ScribeUp's digital-banking relationships. The bigger challenge is ensuring each institution launches successfully, consumers actually see and use the product, and the customer continues finding additional value in the relationship.

This role requires someone who combines strong customer-management skills with commercial instincts. You will be expected to care about activation, retention, upsell and NRR, not simply whether the customer likes working with us.

What You'll Own

Customer Relationships

• Own 15+ financial-institution relationships.
• Develop trusted relationships with day-to-day and executive stakeholders.
• Understand each customer's goals, performance and potential.
• Maintain a clear view of customer health.
• Identify risk early rather than waiting for renewal.

Launch and Activation

• Lead customers from contract signature through successful launch.
• Coordinate testing, readiness and launch timing.
• Help customers think through communications and marketing programs that support adoption.
• Track eligible users and activation.
• Identify where adoption is below expectations and develop plans to improve it.

Retention

• Own retention across your portfolio.
• Understand renewal risk well before contract expiration.
• Develop proactive plans for at-risk accounts.
• Own or directly contribute to GRR and NRR performance.
• Ensure customers continue receiving measurable value from ScribeUp.

Expansion and Upsell

• Understand the broader set of products and capabilities available to each customer.
• Identify relevant expansion opportunities.
• Introduce upsell and cross-sell opportunities during QBRs and ongoing conversations.
• Own straightforward expansion conversations within established pricing and packaging.
• Partner with Sales or leadership where a larger expansion requires a more complex commercial process.

QBRs and Value Realization

• Run effective, data-driven QBRs.
• Show customers how the product is performing.
• Discuss activation, usage and business impact.
• Identify opportunities for improvement and expansion.
• Ensure QBRs create strategic and commercial value rather than becoming status meetings.

Customer Health and Reporting

Maintain visibility into metrics such as:

• Customer ACV.
• Eligible users.
• Activation percentage.
• Revenue per activated user.
• Product adoption.
• Renewal status.
• Expansion potential.
• Customer risk.

Cross-Functional Partnership

• Surface recurring customer needs to Product.
• Coordinate technical issues with the appropriate internal team.
• Bring context and prioritization to customer requests.
• Help the organization identify patterns across customers rather than treating each request as isolated.

What Good Looks Like

Success means:

• Customers launch efficiently.
• User activation increases.
• Risks are identified earlier.
• Retention remains strong.
• Customers adopt additional ScribeUp products.
• QBRs lead to meaningful actions.
• Expansion and upsell become a consistent part of the customer motion.
• NRR grows.
• The CCO is no longer personally responsible for managing the majority of the customer base.

What We're Looking For

• Customer Success or Account Management experience with financial institutions.
• Direct banktech, digital-banking or FI-serving technology experience.
• Experience managing a scaled portfolio.
• Direct ownership of retention, renewals, expansion or NRR.
• Experience identifying and closing upsell opportunities.
• Experience managing customer adoption or activation metrics.
• Strong QBR experience.
• Strong commercial instincts.
• Excellent customer communication.
• Ability to prioritize across a relatively large book of customers.
• Proactive rather than reactive account-management style.

Nice to Have

• Credit-union or regional-bank experience.
• Familiarity with the digital-banking ecosystem.
• Experience with Q2, Alkami, Candescent, Jack Henry/Banno, Lumin or similar platforms.
• Experience helping customers drive end-user adoption of an embedded product.
• Experience in a land-and-expand business.
• Previous sales or sales-adjacent experience.
• Startup experience.

Why This Role Matters

ScribeUp expects meaningful growth to come from the customers already using the platform. The FI CSM will directly influence how quickly customers activate, how long they stay and how much they expand.

Customer Success at ScribeUp is not downstream from revenue. It is part of the revenue engine.

Location

Flexible: Remote or Hybrid (New York City or Los Angeles)