Technical Account Manager (Customer Success Management)

• By joining Pinwheel’s Customer Success team, you’ll be the driving force behind our customers’ success, working with everyone from trailblazing Enterprise fintechs to ambitious Credit Unions. Your mission? Help them crush their goals using our powerful API-driven platform
• This isn’t your average CS role. You’ll be hands-on from Day 1: leading onboarding with precision, optimizing usage for max impact, and uncovering expansion opportunities that nobody else saw coming. You’ll learn the ins and outs of our API, mastering everything from implementation to troubleshooting, while crafting onboarding processes that scale as we do
• You’ll analyze performance metrics, strategize optimizations, and bring fresh ideas to the table that transform “good enough” into “game-changing.” Through strong, authentic relationships with decision-makers, you’ll spot new use cases, pitch compelling solutions, and work side-by-side with Sales to unlock growth
• If you thrive in fast-paced, zero-to-one environments where your impact is massive and your hustle is noticed, Pinwheel is where you want to be
• Own the overall relationship for assigned customers, organizing multiple projects concurrently with customers
• Support customers throughout their entire Pinwheel lifecycle, including implementation, day-to-day needs, renewal and growth
• Provide technical guidance for customers during implementation and when rolling out new products
• Execute against Account plans you develop in collaboration with Account Managers and the Head of Success
• Contribute to department process and documentation
• Deliver superior, proactive customer success services to Pinwheel customers

Benefits

• Paid parental leave
• Unlimited PTO
• Team building initiatives
• Free mental health support
• Pet-friendly and snack-stocked office
• Pre-tax commuter benefits
• Hybrid-first work model
• Full medical, dental, and vision benefits
• 401K for retirement planning
• Mentorship opportunities
• Free Citibike membership- Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous problems
• 2-4 years of experience in a Customer Success or Technical Account Manager role
• Proven experience in a technical role supporting a technical or API-based product
• Experience building and executing against Account Plans, including coordinating multiple roles on both sides of relationship
• Passion and demonstrated experience in understanding complex systems (APIs, database, etc.), and finding solutions to technical problems
• Early-stage startup experience is highly valued, but not required
• Attention to detail and adherence to plans developed in conjunction with customers for events like onboarding, new product launch, Proof of Concepts, etc