About the role
Pinwheel - Building the future of financial services in partnership with the biggest brands “I love my banking app!” said no one, ever. Pinwheel is on a mission to change that. We believe banks and financial service providers represent the greatest opportunity to build 10x better experiences, especially in the AI age. We’re building the next generation of financial products alongside some of the biggest names in the market including Robinhood, DoorDash, Chime, Cash App, Credit Karma, American Express, Discover, Intuit, Acorns, Visa and more. If you’re excited by the idea of having your work touch and impact the lives of hundreds of millions of consumers, Pinwheel is the place for you. If you get stoked about building products alongside the biggest brands in the world, Pinwheel is the place for you. If you want to join a scrappy, hustling team that is obsessed with defining the future of financial services, Pinwheel is the place for you! Pinwheel has raised $77M from top-tier investors such as Coatue, Notable, First Round, Upfront, Primary, American Express, Franklin Templeton, Indeed, Semper Virens and more. Pinwheel - Building the future of financial services in partnership with the biggest brands “I love my banking app!” said no one, ever. Pinwheel is on a mission to change that. We believe banks and financial service providers represent the greatest opportunity to build 10x better experiences, especially in the AI age. We’re building the next generation of financial products alongside some of the biggest names in the market including Robinhood, DoorDash, Chime, Cash App, Credit Karma, American Express, Discover, Intuit, Acorns, Visa and more. If you’re excited by the idea of having your work touch and impact the lives of hundreds of millions of consumers, Pinwheel is the place for you. If you get stoked about building products alongside the biggest brands in the world, Pinwheel is the place for you. If you want to join a scrappy, hustling team that is obsessed with defining the future of financial services, Pinwheel is the place for you! Pinwheel has raised $77M from top-tier investors such as Coatue, Notable, First Round, Upfront, Primary, American Express, Franklin Templeton, Indeed, Semper Virens and more. What are we looking for? Build. Scale. Drive Impact. At Pinwheel, we’re not just building products—we’re redefining what’s possible in fintech. On the 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. Once customers are live, you’re the go-to—an extension of their team. 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. What will you be doing? You will be a key factor in driving Pinwheel’s next stage of growth. More concretely, you will: Own the overall relationship for assigned customers, often organizing multiple projects concurrently with customers. Support customers throughout their entire Pinwheel lifecycle, including implementation, renewal and growth. Provide technical guidance for customers during implementation and when rolling out new products. Identify expansion opportunities by focusing on growing usage and partnering with Account Managers to uncover additional upsell sales opportunities. 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. Timeline for a successful CSM at Pinwheel. With the support of the existing Success Team, you will achieve the following: In the first 30 days, you will be able to give a demo of how Pinwheel works in preparation for onboarding your first customer. In the first 45 days, assume ownership of 5-10 customer accounts In the first 60 days, deliver your first account review (QBR) In the first 90 days, own 20+ customer accounts In the first 120 days, identify and help close your first upsell. What skills are necessary? 5-7 years experience in Customer Success or Account Manager role Proven experience in technical role supporting technical product or API-based product Experience working with large and/or Enterprise customers (ARR $1m+) Passion and demonstrated experience in understanding complex systems (APIs, database,etc), and finding solutions to technical problems. Experience building and executing against Account Plans, including coordinating multiple roles on both sides of relationship Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous 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.