Here's what you'll do at Solid

What is the Role?

If you're obsessed with the feeling you get from knowing you helped startups to enterprise companies succeed, then please read on. We're recruiting for an experienced Customer Success Manager with relentless drive and the ability to thrive in a hypergrowth FinTech startup. Solid's CSMs are ultimately responsible for the complete post-sales lifecycle of Solid customers to drive product adoption, prove value, build long-term relationships, and exceed customer expectations, leading to customer success, retention, and renewal. You will become a trusted advisor to our customers, deeply understanding their business, anticipating their needs, and helping them navigate challenges to success. Few roles provide such a direct impact on the growth of Solid and its customers.

Who does this role report to?

Todd Boring, Head of Customer Success at Solid. Todd has served in client-facing and operation-based roles in emerging startups for over 20 years.

Top 10 responsibilities & accountabilities:

• Own the post-sale engagement, retention, and growth of Solid customers.

• Advocate for the customers to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Solid user experience.

• Be a Solid platform expert, prepared to train on new and existing features and simplify the complex for our customers.

• Drive expansion of your accounts. Proactively identify opportunities, drive business outcomes, and ensure customers are successful with our platform through training, behavior analysis, and data.

• You have a deep understanding of FinTech, know the problems Solid is solving, and can hit the ground running.

• You know how to work with cross-functional teams (e.g., Product, Engineering, Legal, Sales, etc.) to quickly develop solutions that achieve customer objectives.

• You are an adept customer relationship manager capable of engaging in business-level and technical conversations at multiple levels of the organization, including C-level executives.

• You thrive on the urgency and importance of working with ambiguity and tight deadlines to achieve customer happiness while balancing competing priorities.

• You are used to project managing customers and holding cross-functional teams accountable to a timeline.

• You welcome challenges and consistently shatter your growth goals.

What do I need to excel in this role?

• 3-5 years experience of experience at a high-growth fintech or financial services company with SaaS offerings.

• Demonstrated success at a startup or in a high-growth environment.

• Detailed understanding of the fintech ecosystem and platform business model with a SaaS offering.

• Sophisticated business sense and comprehension of underlying drivers and strategy of our customer’s businesses.

• High ownership and drive. You own your outcomes, are highly self-motivated, with an entrepreneurial mindset, and are driven to improve processes and performance..

• Execution in ambiguity. You’re comfortable and thrive in fast-changing environments.

• Best in class follow-up skills.

• Low-ego, high self-awareness. You know your strengths and weaknesses and are hungry for feedback to grow.

• Independent problem-solving. You have a pragmatic mindset and can make decisions with imperfect information.

• Ability to work effectively in a remote-first environment with team members distributed across the globe.

• Track record of leading video conversations and persuading others to take action based on requirements and value provided by solutions.

• Strong analytical skills and operating rigor.

• Proven track record of achieving targets and goals, preferably in a sales setting.

• History of success as a consultant, pre-sales, technical account management, or equivalent.

• Track record of managing large, complex customers and/or programs.

• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.

• Experience handling demanding customers or situations and can demonstrate resolutions.

• Willingness to tackle things on your own.

• Time Zone: PST

About Solid

Solid is a modern fintech infrastructure provider – a one-stop shop that offers a fully integrated and compliant suite of fintech services – think AWS for FinTech or simply FinTech-as-a-service!

On Solid's fully managed infrastructure, any company can quickly build and launch embedded fintech products such as bank accounts, crypto wallets, payments, and cards to their users. The company owns the experience and has little or no regulatory overhead. Integration is a light technical lift, a matter of calling modern APIs and a few lines of code, facilitating lightning-fast speed to market.

Solid's clients include established FinTechs (such as Plate IQ and Paystand), SaaS leaders (such as Shifl and Everflow), and rapidly growing startups (such as Lumanu and Starlight).
Headquartered in San Mateo, CA, Solid is backed by FTV Capital, Headline, Base10, Grishin Robotics, and Abstract Ventures. Learn more: Website, LinkedIn, or Crunchbase.