Job Description

Customer Success Manager

Joining Jiko's Customer Success team as the first Customer Success Manager, you'll contribute to the build out of a world-class global Customer Success and Support organization that drives business growth and delivers an exceptional customer experience. You'll be a trusted partner and advocate for our valued customers, ensuring customers realize value and fostering long-term retention for key customers in our growing business. This role reports to the Director of Customer Success.

To be successful in this role, you'll need to be a motivated self-starter who enjoys interacting with customers and thrives in a cross-functional environment with limited oversight. We're looking for a passionate individual who wants to grow with the company. The ideal candidates thrive on working in a fast-paced environment, look for efficiency in everything they do, always set high standards for themselves as well as their teammates, and like to have fun at work!

What You Will Be Doing

• Drive retention and growth by managing a book of corporate customers and partners, ensuring measurable success outcomes.
• Deepen executive engagement with CFOs, treasury teams, and senior leaders to secure buy-in, influence adoption, and strengthen long-term account value.
• Serve as the quarterback of your customers' experience, collaborating with Sales, Product, Engineering, Operations, and Compliance to ensure satisfaction and product improvement.
• Maximize customer value by educating and engaging clients on Jiko's offerings, leveraging data to align solutions with business objectives.
• Expand revenue by partnering with Sales to identify and execute on business reviews and account growth opportunities.
• Accelerate customer onboarding and expansion by serving as a subject matter expert on integrations and implementations.
• Partner with the Director of Customer Success to define and document key Customer Success and Support motions at Jiko.
• Contribute to customer enablement by developing resources, insights, and best practices that drive adoption and empower clients to achieve outcomes independently.

What Experience You Should Have

• 710+ years of professional experience, including at least 2 years managing direct reports, with a proven background in Customer Success and Support.
• Skilled in managing B2B and B2C client relationships, with strong communication abilities to engage executives and sophisticated customers.
• Deep understanding of financial institutions, tech sales cycles, and U.S. regulatory environments (FINRA broker-dealer, KYB/KYC, BSA, Reg E, fraud mitigation).
• Demonstrated ability to manage customer relationships holistically across success reviews, support needs, and cross-functional efforts with sales, marketing, product, and engineering.
• Highly detail-oriented with strong follow-through, independence, collaboration skills, and a passion for executing with excellence.

What We Offer

• Opportunity to grow within a high-potential startup
• A collaborative, international and mission-driven team
• Modern tech stack and agile ways of working
• Comprehensive health benefits including medical, dental & vision, and parental leave
• 401k benefits with employer matching contribution
• Jiko has a hybrid schedule in its San Francisco and Iceland offices (2 days in the office), and remote for other locations.
• Compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs.

Additional Information

Jiko is working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Jiko is a proud equal-opportunity employer. We work hard to evaluate all employees and job applicants consistently and fairly. We provide an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Jiko participates in E-Verify.

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