Founding Customer Success Manager

Orbis Group; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Orbis Group is seeking a founding Customer Success Manager to own strategic relationships with enterprise clients in the fintech/digital assets space. You will lead onboarding, implementation and ongoing programs across business, risk, compliance, technology and commercial teams.

You''ll work directly with large financial institutions on complex projects, turning initial deployments into broader, renewals and expansion opportunities while aligning product, analytics and engineering to customer

Qualifications

• Experience owning complex enterprise customers across functions such as business, risk, compliance and technology.
• Exposure to fintech, financial services, enterprise SaaS or another regulated industry.
• Strong commercial instincts without being purely sales-driven.
• Experience with onboarding, implementation, renewals or account expansion.
• Excellent project management and follow-through.
• Confidence working with senior customer stakeholders.
• Ability to understand technical products without needing to be deeply technical.
• High degree of autonomy in an early-stage environment.
• Energy to work across multiple areas beyond a narrow CSM remit.

Responsibilities

• Owning relationships with major enterprise customers across business, risk, compliance, technology and digital asset teams.
• Leading onboarding, implementation and ongoing customer programs.
• Keeping multiple stakeholders, deliverables and workstreams moving without dropping the details.
• Understanding customer requirements and translating them back into Product, Analytics and Engineering.
• Driving adoption and ensuring customers are getting meaningful value from the platform.
• Identifying opportunities to expand relationships across new teams, products, use cases and geographies.
• Supporting renewals, upsell and broader land-and-expand opportunities.
• Working closely with the founders, commercial team and technical teams on strategic accounts.
• Representing the company at customer meetings, industry events and conferences.

Skills

Enterprise customer management

Onboarding & implementation

Stakeholder management

Commercial acumen

Regulated industry exposure

Job description

Founding Customer Success Manager | FinTech / Digital Assets

I’m working with a high-growth technology company building critical risk and analytics infrastructure for the institutional digital asset market.

The platform is already used by some of the world’s leading financial institutions, asset managers and market infrastructure providers, including Citigroup, Standard Chartered and WisdomTree, and the business is increasingly operating at the heart of how traditional finance adopts digital assets.

They’ve also recently been selected to work closely with a major US financial regulator around the implementation and oversight of new stablecoin regulation, putting them in a particularly strong position as institutional adoption accelerates.

They’re now hiring a Founding Customer Success Manager to take ownership of some of their most important customer relationships.

This isn’t a traditional CSM role.

You’ll sit across customer success, account management, implementation and commercial growth, working directly with large financial institutions on complex projects and helping turn successful initial deployments into significantly larger strategic relationships.

You’ll be responsible for:

• Owning relationships with major enterprise customers across business, risk, compliance, technology and digital asset teams
• Leading onboarding, implementation and ongoing customer programs
• Keeping multiple stakeholders, deliverables and workstreams moving without dropping the details
• Understanding customer requirements and translating them back into Product, Analytics and Engineering
• Driving adoption and ensuring customers are getting meaningful value from the platform
• Identifying opportunities to expand relationships across new teams, products, use cases and geographies
• Supporting renewals, upsell and broader land-and-expand opportunities
• Working closely with the founders, commercial team and technical teams on strategic accounts
• Representing the company at customer meetings, industry events and conferences

What they’re looking for

3-5 years of experience

across Customer Success, Account Management, Solutions Consulting, Implementation or another enterprise customer-facing role.

You should have:

• Experience owning complex enterprise customers
• Exposure to fintech, financial services, enterprise SaaS or another regulated industry
• Strong commercial instincts without being purely sales-driven
• Experience with onboarding, implementation, renewals or account expansion
• Excellent project management and follow-through
• Confidence working with senior customer stakeholders
• The ability to understand technical products without needing to be deeply technical themselves
• A high level of autonomy and comfort operating in an early-stage environment
• The energy to work across multiple areas rather than staying within a narrow CSM remit

You do not need to be a crypto expert. Curiosity around digital assets, stablecoins, financial markets and regulation is far more important than deep blockchain knowledge.

This would suit someone who enjoys being the person who can take a strategically important customer, make sure everything runs properly, build trust across the organisation and ultimately grow that relationship significantly over time.