Strategic Account & Operations Lead (NYC)

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

Benefits offered by this job

Performance bonus and equity

Reimbursed relocation

Free lunch and dinner in New York City

Paid technology equipment setup

Fully paid health, dental, and vision

Job summary

Arcadia, an early-stage fintech startup building modern financial infrastructure, seeks a Business Operations & Account Manager to own key customer relationships and improve scalable operations in New York City. You will be the main contact for customers, understand their financial workflows, ensure value realization, and identify opportunities to strengthen relationships.

You will also help streamline onboarding, troubleshoot issues with Product and Engineering, and develop processes that boost

Qualifications

• 2+ years in Account Management, Business Operations, Customer Success, or related roles.
• Excellent communication and relationship-building with business owners and senior stakeholders.
• Strong analytical and problem-solving abilities; comfortable with data and tools.
• Experience using spreadsheets, dashboards, and CRM platforms to analyze performance.

Responsibilities

• Own and manage a portfolio of customer accounts, serving as a trusted point of contact throughout the customer lifecycle.
• Lead customer onboarding and implementation, ensuring customers are successfully set up and actively using the platform.
• Understand each customer's business, financial operations, and goals to identify opportunities to deliver additional value.
• Proactively monitor customer satisfaction, product adoption, and account health to identify risks and opportunities.
• Drive customer retention, engagement, and account expansion through proactive relationship management.
• Handle customer escalations, troubleshoot issues, and coordinate with internal teams to deliver timely resolutions.
• Identify opportunities for upselling, cross-selling, and deeper product adoption.
• Develop and implement processes that improve customer experience, operational efficiency, and team productivity.
• Collaborate with Product and Engineering to resolve recurring problems and translate feedback into actionable solutions.
• Balance immediate customer needs with longer-term improvements to how the business operates.

Skills

Account management

Customer success

Data analysis

CRM systems

Tools

HubSpot

Salesforce

Job description

Arcadia, an early-stage fintech startup building modern financial infrastructure, seeks a Business Operations & Account Manager to own key customer relationships and improve scalable operations in New York City. You will be the main contact for customers, understand their financial workflows, ensure value realization, and identify opportunities to strengthen relationships.

You will also help streamline onboarding, troubleshoot issues with Product and Engineering, and develop processes that boost