Customer Success Manager, Financial Institutions

**ScribeUp** Customer Success Manager, Financial Institutions; $110K–$140K base ($130K–$170K OTE) + 0.05%–0.15% equity; United States (Remote)

**About Company** ScribeUp is a Series A embedded fintech building AI-powered bill-management infrastructure for financial institutions. Its product lives inside banking apps as a modern "bills tab". Recurring bills (rent, utilities, loans, insurance, subscriptions) are automatically detected and tracked, users get alerts before bills are due, and they can take one-click action natively in their bank's app: cancel, update the payment method, or save money on a bill. When ScribeUp goes live at a financial institution, around 60% of end users immediately find a bill they didn't realize they were paying.

The platform rests on two core technical competencies. The first is intelligence built on full banking context, which over-the-top apps can't match. The second is agentic execution that can act on essentially any biller. ScribeUp has signed 60+ financial institutions in about 18 months, from neobanks and fintechs such as DailyPay and NerdWallet to banks and credit unions across the US. It is pre-integrated with the leading digital-banking providers (Q2, Alkami, Jack Henry/Banno, Lumin, Candescent) and recently raised a $10M Series A to scale Product, Engineering and Go-to-Market.

The team is high-caliber, low-ego and flat, with minimal micromanagement: talented people get outsized responsibility and clear ownership lanes. ScribeUp starts remote, with hybrid (~3 days/week in office) preferred but not required and a New York office planned depending on roles landing there in broader Q1 2027 hiring, and runs regular on-sites and virtual team events.

**About the Role** The FI CSM owns a portfolio of bank and credit-union relationships from contract signature through launch, activation, retention and expansion. The technical integration is often already largely in place through ScribeUp's digital-banking relationships. The real work is making sure each institution launches well, that consumers actually see and use the product, and that the customer keeps finding more value. This is a commercial CS role, not pure support: it owns activation, retention, upsell and NRR. At ScribeUp, Customer Success is part of the revenue engine. The role also takes day-to-day management of the customer base off the CCO.

**Responsibilities** - Own 15+ financial-institution relationships, building trusted relationships with day-to-day and executive stakeholders and keeping a clear view of customer health. - Lead customers from signature to launch: testing, readiness, launch timing, and the communications/marketing that drive adoption. - Track eligible users and activation, and build plans where adoption lags. - Own retention across the portfolio (GRR/NRR). Spot renewal risk early and build plans for at-risk accounts. - Find and run upsell and cross-sell conversations within established pricing, and partner with Sales/leadership on larger expansions. - Run data-driven QBRs covering activation, usage and business impact, and bring recurring customer needs to Product.

**Required Skills** A. Customer Success or Account Management experience in banktech — B2B technology sold to banks, credit unions or other financial institutions (FI end-market) — managing a scaled portfolio. B. Direct ownership of retention, renewals, expansion or NRR, including closing upsell opportunities. C. Has managed customer adoption/activation metrics. D. Strong QBR experience.

**Bonus Skills** - Familiarity with digital-banking platforms and how they sell into banks and credit unions. - Has helped customers drive end-user adoption of an embedded product. - Land-and-expand business experience; prior sales or sales-adjacent experience. - Startup experience.

**Logistical Info** - Location: US-based, full-time. Starts remote; hybrid (~3 days/week in office) is preferred but not required, with a New York office planned depending on roles landing there in broader Q1 2027 hiring. - Compensation: $110K–$140K base, $130K–$170K OTE (20% bonus tied to NRR/activation) + 0.05%–0.15% equity.

**Ideal Background** - 🔴 Please don't outreach on our behalf to Pinwheel (most important), Alkami, Candescent, Banno (part of Jack Henry), Q2, StrategyCorps, or DailyPay (a ScribeUp client, conflict of interest). - Must come from the FI end-market: CSMs/AMs from digital-banking platforms or fintechs whose customers are banks and credit unions. The client has rejected several CSMs for coming from the wrong end-market, even with strong CS backgrounds. - Within that end-market, look for CSMs who carried an NRR/renewal number across a large book and drove end-user adoption of an embedded or platform product.

**Green Flags** - Customer success experience serving banks, credit unions or other financial institutions (banktech or digital-banking platforms). - Proactive account management, with examples of catching churn risk well before renewal. - Has turned QBRs into expansion revenue. - Resonates with the mission of giving consumers control over their recurring bills.

**Red Flags** - 🔴 Please don't outreach on our behalf to Pinwheel (most important), Alkami, Candescent, Banno (part of Jack Henry), Q2, StrategyCorps, or DailyPay (a ScribeUp client, conflict of interest). - Currently works at a credit union (e.g. Navy Federal, PenFed, BECU, Alliant, or any local credit union) — ScribeUp's prospective clients; do not contact. - Currently works at a bank (e.g. Chase, Bank of America, Wells Fargo, Capital One, or any regional or community bank) — ScribeUp's prospective clients; do not contact. - Currently works at a consumer-facing fintech (e.g. Chime, SoFi, Cash App, Venmo, or similar apps people use to bank, pay, or save) — ScribeUp's prospective clients; do not contact. If unsure whether a company counts, ask before reaching out. - CSM experience selling to employers or other non-FI end-markets; the client has passed on these as "wrong end-market." - Support-style or relationship-only CS with no commercial ownership (NRR, renewals, upsell). - Has only managed a handful of accounts; no experience prioritizing across a large book.