Customer Success Manager

Description At Anchor, we’re transforming B2B payments with our innovative, automated billing and collections platform. By simplifying financial workflows, we enable businesses to focus on what they do best. This is not a traditional post-sale relationship manager role. At Anchor, CSMs own the full customer lifecycle once Sales closes a deal. That means you own the full customer relationship: onboarding, adoption, account management, and expansion. Our revenue model is land and expand, so the CSM plays a real commercial role once a client is live. With heart, grit, and ownership, you will help create exponential value for our customers and for Anchor. Anchor is building an AI-first organization from the ground up. It is how we operate by default. We’re hiring Customer Success Managers as part of Anchor’s founding CS team. You are expected to continuously evaluate your workflows and leverage AI to automate repetitive work so you can focus on higher-impact activities. This includes onboarding status tracking, health score monitoring, expansion signal identification, and customer touchpoint preparation. You’ll identify where AI can move faster than manual processes and build or adopt systems accordingly, supported by our company-wide AI tools strategy and a team operating with the same mindset. Our team operates around a few core principles: We are proactive, not reactive. We communicate transparently and set clear expectations. We build real relationships and show up when it matters, solving problems and celebrating wins. We are accountable for outcomes, not just activity. And we know our product and industry deeply, so we can guide customers with confidence. We hold a high bar for performance while supporting each other with the tools, clarity, and collaboration needed to succeed. 💜 This position is hybrid-based in Austin, TX, with a mix of office and remote work (4 days from the office, 1 day from home), with part of the team distributed globally. Responsibility Own the full customer lifecycle from handoff through expansion Run onboarding as a structured implementation project, coordinating across multiple stakeholders and keeping milestones on track using AI-powered workflows Build and manage an expansion pipeline within your book; use AI-driven signals to surface growth opportunities, develop ROI analyses, and move opportunities forward in partnership with Sales Stay ahead of risk by monitoring customer health through AI-assisted dashboards and automated alerts Lead executive-level business reviews grounded in performance insights and benchmarks to drive further adoption Build strong, trust-based relationships that endure through challenges and grow over time Synthesize customer feedback and usage patterns into clear, actionable insights for Product, Engineering, and Marketing Build and refine playbooks, onboarding templates, and CS workflows that scale with the business Partner cross-functionally with Sales, Compliance, Partnerships, and Product to represent the voice of the customer Requirements 3–5 years in a customer-facing role with commercial ownership (renewals, upsells, expansion, or account growth) Experience owning outcomes, not just managing relationships Background in accounting, finance, economics, or business administration, you can confidently speak to business owners and finance teams An AI-first mindset with demonstrated experience using AI tools to improve workflows and productivity Strong technical instincts, you are comfortable configuring tools, building workflows, and adopting new systems independently Strong project management skills, with the ability to run onboarding as a structured implementation across multiple stakeholders Excellent analytical skills and the ability to translate data into clear, actionable narratives Proficiency in Microsoft Excel A startup mindset, comfortable operating in ambiguity and contributing to building processes as you go Extra Proficiency in HubSpot, Intercom, Linear, Slack, or similar CS and support tools Experience in B2B or B2B2C SaaS Fintech or payments industry background