[Hiring] Customer Success Manager @Conduit

Role Description

This is the second hire on Conduit's growing Customer Success team, and a role with immediate impact on company-wide goals and revenue initiatives. Being this early means rolling up your sleeves and serving as the primary point of contact for our API and dashboard clients. We want someone curious enough to dig into the root cause of an issue and solve it for good, not just apply the immediate fix.

You'll also have the opportunity to automate systems, improve processes, and help define what customer success looks like at Conduit as the team scales.

What You'll Do

• Serve as the primary point of contact for production support, onboarding, and activations for our API and dashboard clients
• Own the client onboarding journey, from kickoff and technical integration through compliance review and first live transactions
• Troubleshoot integration and payment issues, identify root causes, and partner with Engineering and Product to keep them from recurring
• Work across every function at Conduit, including Engineering, Product, Compliance, Operations, and Sales, to deliver a world-class customer experience
• Drive engagement with existing clients, learning their roadmaps to find opportunities for Conduit to add value, expand usage, and grow revenue
• Work with CRM, contact center software, and marketing tools to optimize how we manage and communicate with our clients
• Spot repetitive work and replace it with automations, playbooks, and documentation that help the team scale
• Track client health and usage, and bring product feedback and trends back to the team to help shape Conduit's roadmap

Qualifications

• 1 to 3 years of experience managing fintech or API clients in a customer success, implementation, or technical account management role
• A proven record of turning customer success into revenue outcomes, such as expansion, retention, or increased transaction volume
• An ownership mindset. We're a startup, and everyone at Conduit takes things from 0 to 1, even when they've never done it before
• Sound judgment on when to escalate, and no hesitation in doing so when we have the opportunity or responsibility to deliver for our clients
• Comfort with technical concepts, such as reading API documentation, understanding webhooks, and using tools like Postman to reproduce issues
• Clear, confident communication with both technical and business stakeholders
• Hands-on experience with CRM and support tools such as HubSpot, Pylon, or similar

Requirements

• Bonus: familiarity with cross-border payments, stablecoins, or KYB/KYC processes
• Bonus: professional proficiency in Spanish or Portuguese

Benefits

• Conduit is building the infrastructure layer for the next generation of global payments.
• We're looking for a customer success professional who can turn that momentum into lasting client relationships and revenue growth.
• Opportunity to help build a Customer Success function from the ground up in a market that's moving fast.