Customer Success Manager

AI Fintech - Customer Success Manager

Read before applying:

1. There are specific instructions you MUST follow for your application to be reviewed.

2. AI Generated proposals will NOT put you in the best light, no matter how good it seems to write

3. People who follow the instructions will be shortlisted

How we operate:

- Radical Responsibility: We take responsibility for your work and your outcomes, and learn from your mistakes.

- Radical Resourcefulness: try to solve the problem yourself first using your resources, before asking for help.

- Curiosity: We bring curiosity to every interaction

- Kind Warriors: We work hard and treat others with respect and kindness at all times

Join the team

Do you ever get the feeling that...

You were meant for more...

You're ready to bring your years of experience to an A-player team that thrives on collaboration and solving really hard problems with AI and creative, strategic-level human input.

Ready to pour your heart and soul into building something that will impact millions of users?

If not, this is not the right role for you, click back and best of luck.

If you are however...

At Frank, we're on a mission to solve operational finance for founders.

We've gained solid initial traction. CX foundations are in place. We're hiring a second CSM to contribute to outcomes such as stronger retention, healthier accounts, faster time to value.

What You'll Bring To The Role

• Deep empathy for the pains of scaling founders — you get it when someone says they're making financial decisions in the dark

• Background in finance, accounting, or working with founders / business owners

• Onboarding and customer success in a SaaS or AI-first product environment

• Managing relationships across finance-adjacent tools (Stripe, Xero, QuickBooks, Shopify, CRMs, etc.)

• Clear, confident communication — you can translate what Frank is doing into plain English, not accountant-speak

• Working in a multi-timezone, async-first environment with a fast-moving product team

• Proactive outreach, check-ins, and advocacy — not waiting for support tickets to come to you

Bonus points

• Experience in fintech, AI, or SaaS (especially tools replacing traditional back-office functions)

• You've done white-glove onboarding before and know the difference between a user and a champion

What We Need To See

• A smart, structured approach to customer journeys

• Experience turning confused or hesitant users into product evangelists

• The ability to handle objections — "Do I really need to give an AI access to my finances?" doesn't rattle you

• Data-informed instincts — you notice patterns in churn, activation, and NPS before anyone else does

• Comfort operating at the intersection of product, sales, and support

• Great customer focused communication, allowing the user to feel heard in every interaction

What You'll Get To Do

• Own the onboarding experience from signed contract to fully activated user — white glove, every time

• Be the voice of the customer back to the product team (you're on the Customer Advisory Board calls, you know what people need before they ask)

• Run proactive check-ins, flag at-risk accounts early, and drive retention

• Help customers get genuine clarity from Frank — not just login, but actual insight: runway, cash flow, smarter decisions

• Handle support escalations with speed and calm

• Help build out playbooks, FAQs, and onboarding materials as we scale

• Translate complex financial AI output into language founders actually understand

• Collaborating closely with the dev team to resolve tickets from users regarding technical issues, and closing the loop with the user.

• Contributing to building out processes within the CX department with user experience at the forefront of everything we do

• Quick response times on customer issues and messages

Who You Are

• You understand that great CX starts before the customer has a problem — you're proactive, not reactive

• You're detail-oriented and don't let things fall through the cracks — a founder's trust is hard to earn back

• You think ahead — you understand the ripple effect of a bad onboarding experience

• You genuinely care whether the customer wins, not just whether the ticket is closed

• You'll put the word "ananab" in the opening line of your proposal

• You take pride in your reputation and theirs

• You WANT to be part of a team — you understand what it means for others to rely on you

• You're fun and lighthearted — founders are stressed enough, you make the experience better

• You're not a jerk, not a passenger, and take feedback on with curiosity

• You're not afraid of getting it wrong or being told no

• You love the high that comes from a customer sending an unsolicited "this changed my business" message

• Ultimately, you love helping people win. You get a genuine kick out of watching a founder go from flying blind to waking up every morning with total clarity on their numbers. That's what Frank does — and you're the reason they stick around long enough to feel it.

• Strong bias for action

What You'll Be Doing

You'll be our second CSM on the team. From onboarding calls to retention plays to building the customer success function from the ground up — you'll own it all and you'll see the impact of your work immediately. This is a build-it-as-you-go role, which means it's perfect if you're the type who'd rather shape the system than inherit one.

So What Next?

If you're still reading, and you've got a bit of a feeling in your gut that this might just be the opportunity you've been looking for, the team you've wanted to join, and the balance of life, work and play, then it's time to put forward your proposal.

In doing so, please SHOOT A SHORT VIDEO INTRO, clearly explain how you are a match for the above values, responsibilities, our team, what makes you you, and why we would enjoy working together.

Looking forward to getting to know you more and seeing if we're the right fit.

PS Don't be boring, don't cut and paste, don't GPT this, be the real you, stand out

Pay: $52,000.00 per year

Benefits:

• Work from home

Work Location: Remote