Strategic CSM for Fintech Brokerage (Remote)

Spencer Logic, LLC.

New York (NY)

Hybrid

USD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Performance bonus

Equity participation

Job summary

Spencer Logic, LLC. in New York, NY / Remote is seeking a Customer Success Manager to be the primary relationship owner for live brokerage clients, helping them maximize value from the platform and grow their business.

You'll collaborate with Sales, Engineering, and Product to translate client challenges into improvements, drive renewals into expansions, and build scalable CS playbooks.

Qualifications

3+ years in Customer Success, Account Management or Client Services in B2B SaaS or fintech.
Experience managing executive-level client relationships.
Strong analytical mindset; interpret platform metrics and trading data.
Experience driving renewals and expansions in revenue-accountable roles.
Excellent written and verbal communication skills.
Ability to manage a high-volume portfolio across time zones.

Responsibilities

Own a portfolio of 15–25 brokerage accounts throughout lifecycle.
Conduct regular business reviews with C-level stakeholders.
Monitor platform health and trading data to identify risks and opportunities.
Drive product adoption of Spencer Trader, Invest Social, Risk Management, and reporting tools.
Manage renewals, upsells, and expansions into new products or markets.
Capture customer feedback and influence the product roadmap.
Lead onboarding for new clients with the implementation team.
Create playbooks and knowledge base content to scale CS.

Skills

Customer Success

Account Management

Client Services

B2B SaaS

Fintech

Executive relationships

Analytics

Renewals

Communication

Time management

Cross time zones

Tools

Gainsight

ChurnZero

HubSpot

Job description

New York, NY / Remote Full-time Customer Success

At Spencer Logic, our brokers' success is our success. As Customer Success Manager, you'll be the primary relationship owner for a portfolio of live brokerage clients — ensuring they extract maximum value from the Spencer Logic platform, grow their businesses, and never consider switching.

This role is equal parts strategic advisor, product expert, and trusted partner. You'll work closely with Sales, Engineering, and Product to turn client challenges into platform improvements and renewals into expansions.

What You'll Do

Own a portfolio of 15–25 brokerage accounts from post-launch through the full customer lifecycle
Conduct regular business reviews (monthly/quarterly) with C-level stakeholders at client brokerages
Monitor platform health, trader metrics, and usage data to proactively identify risks and opportunities
Drive product adoption — ensuring clients are leveraging Spencer Trader, Invest Social, Risk Management, and reporting tools
Manage renewals, upsells, and expansion into new products or markets
Serve as the voice of the customer internally — documenting feedback, escalating issues, and influencing roadmap
Lead onboarding for new clients in collaboration with the implementation team
Build playbooks, knowledge base content, and success frameworks to scale the CS function

Requirements

3+ years of Customer Success, Account Management, or Client Services experience in B2B SaaS or fintech
Demonstrated ability to manage executive-level client relationships
Strong analytical mindset — comfortable interpreting platform metrics and trading data
Experience driving renewals and expansions in a revenue-accountable CSM role
Exceptional written and verbal communication skills
Ability to manage a high-volume portfolio with strong prioritisation and time management
Comfortable working across time zones with international clients (MENA, APAC, Europe)

Nice to Have