Job Description

Overview

Job Title : Customer Success Manager

Location : New York, NY (In-Office)

Reports To : Director of Partnerships

About the Company

Sparrow is a high-growth, post-seed, fintech startup based in New York City. We are modernizing how financial institutions lend, engage, and market to their members and have experienced tremendous, profitable growth in 2024, scaling ARR from $0 to $1MM in under 12 months. We’re accelerating even faster in 2025, and we’re looking for a motivated and ambitious Customer Success Manager (CSM) to help us drive our continued growth.

About the Team

Our team works quickly and collaboratively to come to decisions quickly. We value the merit of a solution and are unencumbered by organizational hierarchy - everyone has a seat at the table and contributes to shaping our strategy and the execution of that strategy.

What you'll do:

• Execute End-to-End Customer Success Playbook: Execute an end-to-end customer success strategy, from onboarding through ongoing support, to manage and grow client accounts.
• Enhance Product Adoption: Collaborate with clients to understand their needs and goals, providing guidance and support to optimize their use of our product. Conduct regular check-ins and training sessions to ensure they are fully leveraging all features and benefits.
• Ensure Contract Renewal: Build and maintain strong client relationships, regularly reviewing their satisfaction and performance metrics. Address any issues promptly and effectively to secure renewals and long-term loyalty.
• Drive Upsell and Expansion Opportunities: Identify and pursue opportunities to expand our footprint within existing accounts. Present additional features and solutions that can enhance client operations, leading to increased adoption and upsell.
• Cross-functional collaboration: Work with business development, marketing, product, and customer success teams to align strategies and deliver comprehensive support to clients. Ensure a cohesive approach to addressing client needs and driving product improvements.
• Documentation and CRM Management: Maintain accurate and up-to-date records of all client interactions, product usage data, and sales activities in the CRM system to ensure transparency and continuity in client management.

You should be excited by:

• Ownership: You’ll have the opportunity to shape the post-sale process and directly contribute to revenue growth by renewing and upselling clients.
• Collaboration: You’ll work closely with other teams, including sales, operations, and product, to ensure that strategies align and maximize impact.
• Professional Growth: We’re deeply invested in helping you grow professionally. You’ll have the chance to develop key customer success skills, learn from experienced leaders, and progress within the organization.
• Exposure: You’ll have the chance to join all meetings, see the full post-sale cycle through and handle follow-ups, ensuring a smooth transition from pre-sale to post-sale.
• Impact: The clients you renew/upsell and the relationships you build will directly contribute to the company’s growth trajectory and success.

We’re excited about you because…

• You have a sense of entrepreneurship: a self-starter with a high sense of urgency and ability to work within undefined processes.
• You have strong written and verbal communication skills.
• You have excellent listening skills and an energetic conversational presence.
• You’re organized, detail-oriented, and can manage a large volume of outreach efficiently.
• You’re self-motivated, proactive, and excited to contribute to Sparrow’s growth.

Extra things we would love you to have…

• You have 1-2 years of experience in customer success or customer-facing roles, preferably in a tech or SaaS environment.
• Prior CRM experience (preferably HubSpot).
• Familiarity with fintech and financial services.
• Experience at an early-stage startup.

Benefits

• Medical, Dental & Vision Insurance: Sparrow covers 90% of premiums for employees and 50% for dependents.
• 401(k): Sparrow supports employee 401(k) contributions, though currently does not match.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel.

Job Tags

Similar Jobs