Technical Account Manager (CSM)

Pinwheel; New York (NY); On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

Salary + equity

Medical, dental, vision benefits

401K

Paid parental leave

Mentorship opportunities

Citibike membership

Pet friendly offices

Job summary

Pinwheel is hiring for a Customer Success role based in New York City. You will drive customer success by owning relationships, leading onboarding, optimizing product usage, and uncovering expansion opportunities tied to our API platform.

You will learn our API inside-out, guide implementation, and partner with Sales to drive growth. This role rewards initiative in fast-paced, early-stage startup environments with meaningful impact.

Qualifications

• 2-4 years of experience in a Customer Success or Technical Account Manager role.
• Proven experience in a technical role supporting a technical or API-based product.
• Passion and demonstrated experience understanding complex systems (APIs, databases, etc.).
• Experience building and executing against Account Plans, coordinating across teams.
• Demonstrable scrappy problem-solving ability in ambiguous situations.
• Early-stage startup experience valued but not required.
• Attention to detail and adherence to customer plans for onboarding and launches.

Responsibilities

• Own the overall relationship for assigned customers, organizing multiple projects concurrently with customers.
• Support customers throughout their Pinwheel lifecycle, including implementation, day-to-day needs, renewal and growth.
• Provide technical guidance for customers during implementation and when rolling out new products.
• Execute against Account plans you develop in collaboration with Account Managers and the Head of Success.
• Contribute to department process and documentation.
• Deliver superior, proactive customer success services to Pinwheel customers.

Skills

Customer Success

API knowledge

Account planning

Problem solving

Startup experience

Tools

APIs

Databases

Job description

Pinwheel - Building the future of financial services in partnership with the biggest brands

\"I love my banking app!\" said no one, ever.

Pinwheel is on a mission to change that. We believe banks and financial service providers represent the greatest opportunity to build 10x better experiences, especially in the AI age. We're building the next generation of financial products alongside some of the biggest names in the market including Robinhood, DoorDash, Chime, Cash App, Credit Karma, American Express, Discover, Intuit, Acorns, Visa and more.

If you're excited by the idea of having your work touch and impact the lives of hundreds of millions of consumers, Pinwheel is the place for you.

If you get stoked about building products alongside the biggest brands in the world, Pinwheel is the place for you.

If you want to join a scrappy, hustling team that is obsessed with defining the future of financial services, Pinwheel is the place for you!

Pinwheel has raised $77M from top-tier investors such as Coatue, Notable, First Round, Upfront, Primary, American Express, Franklin Templeton, Indeed, Semper Virens and more.

Who are we looking for?

By joining Pinwheel's Customer Success team, you'll be the driving force behind our customers' success, working with everyone from trailblazing Enterprise fintechs to ambitious Credit Unions. Your mission? Help them crush their goals using our powerful API-driven platform.

This isn't your average CS role. You'll be hands-on from Day 1: leading onboarding with precision, optimizing usage for max impact, and uncovering expansion opportunities that nobody else saw coming. You'll learn the ins and outs of our API, mastering everything from implementation to troubleshooting, while crafting onboarding processes that scale as we do.

You'll analyze performance metrics, strategize optimizations, and bring fresh ideas to the table that transform \"good enough\" into \"game-changing.\" Through strong, authentic relationships with decision-makers, you'll spot new use cases, pitch compelling solutions, and work side-by-side with Sales to unlock growth.

If you thrive in fast-paced, zero-to-one environments where your impact is massive and your hustle is noticed, Pinwheel is where you want to be.

What will you do?

• Own the overall relationship for assigned customers, organizing multiple projects concurrently with customers
• Support customers throughout their entire Pinwheel lifecycle, including implementation, day-to-day needs, renewal and growth
• Provide technical guidance for customers during implementation and when rolling out new products
• Execute against Account plans you develop in collaboration with Account Managers and the Head of Success
• Contribute to department process and documentation
• Deliver superior, proactive customer success services to Pinwheel customers

What qualifications are we looking for?

• 2-4 years of experience in a Customer Success or Technical Account Manager role
• Proven experience in a technical role supporting a technical or API-based product
• Passion and demonstrated experience in understanding complex systems (APIs, database, etc.), and finding solutions to technical problems
• Experience building and executing against Account Plans, including coordinating multiple roles on both sides of relationship
• Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous problems
• Early-stage startup experience is highly valued, but not required
• Attention to detail and adherence to plans developed in conjunction with customers for events like onboarding, new product launch, Proof of Concepts, etc.

This role is based in New York City and involves occasional travel (10-20%).

At Pinwheel, total compensation is made up of salary + equity + benefits. We recruit motivated and high performing talent, and work to compensate people in line with the value they can bring to the organization in delivering outsized results. The base cash salary range for this role is $105,000 - $125,000 base with on track total earnings (OTE) of $110,000 - $135,000.

Why join Pinwheel?

Best time to join - Our company is small but well-funded, meaning you are joining at a time where you can impact and shape the company.

Be a cultural builder - You will have an active hand in molding the company culture and being a part of the entrepreneurial journey.

Build something revolutionary - Help build the products on the bleeding edge of financial services!

Benefits included:

• Great compensation & equity packages
• Full medical, dental, and vision benefits
• Life & short-term disability insurance
• Flexible PTO policy that prioritizes recharge and balance
• Paid parental leave
• 401K for retirement planning
• Mentorship opportunities
• Free Citibike membership
• Pet friendly offices and Zoom spaces

Diversity & Inclusion at Pinwheel

At Pinwheel, we are committed to building an environment that is diverse and inclusive. We believe that having people across different backgrounds, experiences, abilities, and perspectives enables us not only to build the best financial products, but to help us realize the best versions of ourselves. Pinwheel is an equal opportunity employer, and we aim to be an open and supportive place to work.