Senior Operations Associate (CS)

basiccapital; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Basic Capital is seeking a Senior Customer Success Manager to own a growing book of fintech clients, serving as trusted advisor to administrators and champions for participants.

You will design and help build programmatic systems, automation, and AI-powered tooling that scale customer success across multiple clients, run quarterly business reviews, and turn feedback into prioritized product signals while supporting the in‑office Tribeca team five days per week.

Qualifications

• Proven customer success or account management experience owning a book of clients, ideally in fintech, benefits, or retirement.
• A systems builder who has turned high-touch, manual client work into repeatable, scalable programs.
• A leverage mindset, using AI, automation, and tooling to scale impact rather than adding headcount.
• Working knowledge of 401(k) administration and what administrators and participants need, or the ability to ramp quickly.
• A track record of driving engagement, adoption, and retention across a book of clients.
• Comfort running executive quarterly business reviews and navigating multiple stakeholders.

Responsibilities

• Own the ongoing client relationship after launch, serving as trusted advisor to administrators and champion for participants.
• Design and help build the programmatic systems, automation, and AI-powered tooling that scale customer success to many clients without scaling headcount.
• Run quarterly business reviews and drive engagement programs that lift participation and keep plans healthy.
• Deliver continued education to administrators and employees as new features and offerings roll out.
• Turn client feedback into prioritized signal for product, and work to iterate on the admin and participant experience.
• Assist the support team on escalations and help build the systems that let support scale.

Skills

Client ownership

Systems builder

AI/Automation

401(k) knowledge

Engagement & retention

Stakeholder management

Job description

About Basic Capital

Basic Capital is a fintech company disrupting America’s $1T retirement industry by building the mortgage for retirement, unlocking market ownership, and making wealth accessible to every American. Our mission is to create products, platforms, and a credit marketplace that power a fundamentally new retirement system.

Our founding team includes leaders from Goldman Sachs, Uber, Block, Stripe, and Robinhood. We’re backed by top investors such as Lux Capital, Forerunner Ventures, BoxGroup, SVAngel, Inspired Capital, and Henry Kravis. Based in Tribeca, NYC, we’re assembling a lean, high-performance team committed to reducing wealth inequality.

For more information, visit Basic Capital’s website.

You will

• Own the ongoing client relationship after launch, serving as trusted advisor to administrators and champion for participants

• Design and help build the programmatic systems, automation, and AI-powered tooling that scale customer success to many clients without scaling headcount

• Run quarterly business reviews and drive engagement programs that lift participation and keep plans healthy

• Deliver continued education to administrators and employees as new features and offerings roll out

• Turn client feedback into prioritized signal for product, and work to iterate on the admin and participant experience

• Assist the support team on escalations and help build the systems that let support scale

Required Competencies

• Proven customer success or account management experience owning a book of clients, ideally in fintech, benefits, or retirement

• A systems builder who has turned high-touch, manual client work into repeatable, scalable programs

• A leverage mindset, using AI, automation, and tooling to scale impact rather than adding headcount

• Working knowledge of 401(k) administration and what administrators and participants need, or the ability to ramp quickly

• A track record of driving engagement, adoption, and retention across a book of clients

• Comfort running executive quarterly business reviews and navigating multiple stakeholders

Preferred Competencies

• Experience building operational tooling, automations, or AI-powered internal systems

• Familiarity with retirement plan compliance and ERISA concepts

• Background in employee benefits, HR technology, or financial wellness

• Experience in fintech or early-stage technology companies

Cultural Fit

• Passionate about solving big social problems with pragmatic solutions

• Aptitude for complexity and curiosity for financial markets

• Believes in building leverage, using AI and automation to scale impact as the company grows rather than defaulting to headcount

• Enjoys learning new tools and selecting the right one for each job

• Adaptable and open to contributing across the operation as the team evolves

• Autonomous, high agency, accountable, and thrives in a fast-paced environment

• Strong collaboration and communication skills, working effectively in cross-functional teams

• Excited to be part of an in-office team, working five days per week from our Tribeca, NYC office