Customer Success Manager

Casap is a Series A startup that has raised over $30M from Emergence, Lightspeed, and Primary Ventures. Based in San Francisco, the company was founded by product leaders from Robinhood and Chime. We are on a mission to change the way banks operate by automating disputes and fighting friendly fraud. People love what we’ve built, from everyday users to the biggest names in finance.

We’re looking for a Customer Success Manager to join our growing team and serve as a trusted advisor to Casap’s customers. In this role, you’ll manage ongoing relationships with banks, credit unions, and fintechs—ensuring a seamless post-onboarding experience, driving adoption, and helping customers realize the full value of Casap. You’ll collaborate closely with our Implementation, Product, Engineering, and Sales teams to advocate for customers and help shape the future of our platform.

• Manage Customer Relationships: Own a portfolio of customer accounts from go-live through renewal—building strong relationships, ensuring satisfaction, and acting as their day-to-day partner.

• Drive Product Adoption: Guide customers through onboarding milestones, usage best practices, and product updates to maximize impact and long-term success.

• Deliver a White-Glove Experience: Serve as a proactive resource and problem solver—resolving issues quickly and professionally, with an enterprise-ready approach.

• Support Growth & Retention: Monitor customer health, identify risks or upsell opportunities, and partner with Sales to support renewals and expansions.

• Advocate for Customers Internally: Gather product feedback, surface customer pain points, and work cross-functionally with Product and Engineering to improve the customer experience.

• Contribute to CS Playbooks: Help build and improve internal processes, knowledge bases, and engagement strategies to scale customer success at Casap.

• Represent Casap with Credibility: Communicate confidently with both technical users and executive stakeholders across financial institutions.

• 3–6 years of experience in a Customer Success, Account Management, or Customer Experience role at a B2B SaaS company.

• Strong relationship management skills with a track record of supporting mid-market or enterprise clients in high-touch environments.

• Experience working with technical products or integrations, ideally in fintech, regtech, or working with financial institutions.

• Familiarity with APIs, ERPs (e.g., NetSuite, QuickBooks), or financial system workflows is a plus.

• Highly organized, detail-oriented, and able to manage multiple customers and priorities in a fast-paced, early-stage environment.

• Strong written and verbal communication skills with a professional and empathetic tone.

• Passion for great customer experiences and excitement about building a function from the ground up!