Technical Customer Success Manager

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

Benefits offered by this job

Performance bonus and equity

Relocation reimbursement

Free lunch and dinner in New York City

Paid technology equipment setup

Fully paid health, dental, and vision

Job summary

Arcadia, a fintech startup building modern financial infrastructure for SMBs, is seeking a GTM Engineer to own onboarding through expansion. You will work across Customer Success, Implementation, Revenue Operations, Product, and Engineering, building and automating systems that accelerate time-to-value for customers.

You’ll partner with customers to translate needs into technical requirements, design scalable solutions, and ensure data flows reliably across GTM systems.

Qualifications

• 2+ years of experience in GTM Engineering, Revenue Operations, Solutions Engineering, or similar technical customer-facing roles.
• Experience building workflows, automations, integrations, or internal tools that improve GTM processes.
• Fluency with CRM platforms, spreadsheets, BI dashboards, product analytics, APIs, and automation tools.

Responsibilities

• Build and improve onboarding, implementation, adoption, customer health, retention, and expansion systems.
• Partner with customers to translate needs into technical requirements for successful implementation.
• Automate GTM processes using CRM workflows, APIs, low-code tools, and AI-enabled automation.
• Connect data across CRM, support, product analytics, marketing, billing, and reporting systems.
• Create dashboards and reporting for implementation progress, product adoption, and account health.
• Investigate issues using data, support tools, observability platforms, SQL, and API-testing tools.

Skills

GTM Engineering

Revenue Operations

Solutions Engineering

Technical Customer Success

Implementation

Growth Operations

Tools

HubSpot

Zapier

Make

n8n

Workato

Job description

Compensation

$120K-$160K + Performance Bonus + Equity

About the Company

Our client is an early-stage fintech startup building modern financial infrastructure for small and medium-sized businesses.

Its platform brings banking, payments, expense management, accounting automation, and financial intelligence together, giving business owners access to tools and insights traditionally reserved for larger companies with dedicated finance teams.

The company is growing quickly, customer demand is accelerating, and the existing team needs better systems to support that growth without sacrificing a highly responsive customer experience.

About the Role

We are looking for a GTM Engineer to build the systems, automations, and workflows that power the customer journey from implementation through adoption, retention, and expansion.

This is a hands‑on individual-contributor role sitting at the intersection of Customer Success, Implementation, Revenue Operations, Product, and Engineering. You will work directly with customers, identify friction across the lifecycle, and build practical solutions that help the company serve more customers with greater speed and consistency.

You might automate a manual onboarding workflow in the morning, investigate a customer data or integration issue in the afternoon, and work with Product and Engineering on a more scalable solution the following day.

The right person combines technical curiosity with strong business judgment. You do not need to be a traditional software engineer, but you should be comfortable working with data, APIs, automation tools, and imperfect systems. You should also be able to communicate clearly with busy, non‑technical business owners.

What You’ll Own

• Build and improve the systems that support onboarding, implementation, adoption, customer health, retention, and expansion.
• Partner directly with customers to understand their financial and operational workflows, translate their needs into technical requirements, and help them successfully implement the platform.
• Automate repetitive and manual GTM processes using CRM workflows, APIs, integrations, low‑code tools, scripts, and AI‑enabled automation.
• Connect and improve the flow of data across CRM, customer‑support, product‑analytics, marketing, billing, and internal reporting systems.
• Create dashboards and reporting that give the team clear visibility into implementation progress, product adoption, account health, customer risk, and expansion opportunities.
• Investigate customer, transaction, integration, product, and reporting issues using data, support tools, observability platforms, SQL, and API‑testing tools.
• Identify bottlenecks and failure points across the customer lifecycle, then design solutions that make the experience faster and more reliable.
• Build internal tools, workflows, playbooks, and documentation that allow the team to support a rapidly growing customer base.
• Work closely with Customer Success, Sales, Operations, Product, Engineering, Support, and Marketing to translate operational needs into scalable technical solutions.
• Develop lifecycle campaigns and automated customer touchpoints across email, SMS, phone, and other channels while preserving a high‑touch customer experience.
• Turn recurring customer feedback into clearly defined product recommendations and operational improvements.
• Establish reliable processes without waiting for perfect requirements or a fully developed roadmap.
• Measure the performance of the systems you build and continuously improve them based on customer and business outcomes.

What We’re Looking For

• 2+ years of experience in GTM Engineering, Revenue Operations, Solutions Engineering, Technical Customer Success, Implementation, Business Systems, Growth Operations, or another technical and customer‑facing role.
• Experience building workflows, automations, integrations, or internal tools that improved a customer‑facing or go‑to‑market process.
• Technical fluency with tools such as CRM platforms, spreadsheets, BI dashboards, product analytics, APIs, webhooks, databases, and automation platforms.
• Working knowledge of SQL and the ability to investigate data without relying entirely on an analyst or engineer.
• Comfort testing APIs and integrations using tools such as Postman or similar platforms.
• Experience translating ambiguous business or customer problems into practical technical solutions.
• Strong customer instincts and the ability to communicate technical concepts clearly to non‑technical business owners.
• Commercial awareness and an understanding of how implementation, adoption, retention, and expansion contribute to revenue growth.
• A bias toward action. You are comfortable building an effective first version, learning from it, and improving it quickly.
• Strong organizational skills and the ability to manage several urgent priorities without losing track of details or follow‑through.
• High agency and comfort working in an early‑stage startup where systems, responsibilities, and priorities are still evolving.
• Willingness to work on‑site in New York City and travel periodically to meet customers.

Helpful Experience

• Experience in fintech, payments, banking, expense management, accounting software, or another operationally complex SaaS environment.
• Experience supporting SMB owners, accountants, bookkeepers, finance teams, or other non‑technical customer groups.
• Experience with HubSpot or another CRM, along with automation platforms such as Zapier, Make, n8n, Workato, or similar tools.
• Familiarity with data warehouses, observability platforms, support systems, and customer‑engagement tools.
• Experience using AI tools or LLMs to automate research, customer communication, internal operations, or data workflows.
• Experience working in a high‑growth startup where customer demand developed faster than the company’s internal processes.

You May Be Especially Successful Here If

• You enjoy moving between customer conversations and hands‑on building.
• When you encounter a repetitive process, your instinct is to automate it.
• You can distinguish between a problem that needs an immediate workaround and one that requires a scalable product or systems solution.
• You are comfortable making progress with incomplete information.
• You understand that a technically elegant solution is only valuable if the team adopts it and it improves a measurable business outcome.
• You can provide a highly responsive customer experience while also building systems that reduce future manual work.
• You want broad ownership and are energized by environments where there is more work than established process.

What Success Looks Like

• Customers move from sale to launch faster and encounter less friction during implementation.
• Customer‑facing teams spend less time on repetitive manual work and more time on high‑value customer engagement.
• Product adoption, account health, and customer risk become easier to understand and act on.
• Customer data moves reliably across the company’s GTM systems.
• Recurring customer issues are converted into scalable workflows, tooling, documentation, or product improvements.
• The company can support significantly more customers without allowing service quality to decline.
• Performance bonus and equity
• Reimbursed relocation
• Free lunch and dinner in New York City
• Paid technology equipment setup
• Fully paid health, dental, and vision insurance