Customer Success Manager

About Baselayer
Trusted by 2,200+ financial institutions, Baselayer is the intelligent business identity platform that helps verify any business, automate KYB, and monitor real-time risk. Baselayer’s B2B risk solutions and identity graph network leverage state and federal government filings and proprietary data sources to prevent fraud, accelerate onboarding, and lower credit losses.

About the Role
We are looking for a Customer Success Manager to own the customer experience end-to-end, from onboarding and implementation through ongoing support, adoption, and value realization. You will be the first to spot friction, the first to unblock customers, and a key driver of customer retention and satisfaction.

This role is highly cross-functional and requires strong operational discipline, excellent communication, and comfort navigating technical topics. You will work closely with Product, Engineering, Sales, and Solutions to ensure customers are successful and that feedback loops from the field translate into real product and process improvements.

A key part of this role is understanding Baselayer’s API and being able to help customers directly with implementation questions, troubleshooting, and best practices.

What You’ll Do

• Serve as the first line of defense for customer issues by triaging, responding, resolving, and following up with urgency and clarity

• Run onboarding and implementation sessions that are structured, confident, and set customers up for success

• Help customers directly with API-related questions, implementation guidance, and light troubleshooting

• Proactively manage implementation timelines, identify risks early, and coordinate across customer teams and internal stakeholders to drive completion

• Develop a strong understanding of customer workflows, goals, and success criteria to guide adoption and ongoing usage

• Escalate product bugs or gaps to the appropriate internal teams and close the loop with customers

• Track recurring customer pain points and advocate for fixes, prioritization, and product improvements

• Create and maintain customer-facing documentation, support content, and internal playbooks that scale

• Partner with Sales and Solutions to ensure seamless handoffs, clear ownership, and strong post-sale execution

• Maintain rigorous, up-to-date tracking in HubSpot for customer status, issues, timelines, key contacts, and next steps

• Continuously improve the customer support experience by building repeatable processes and raising the bar on responsiveness

About You
You thrive in the details and enjoy turning problems into systems. You run toward customer issues, not away from them. You are calm under pressure, highly responsive, and skilled at explaining technical topics clearly.

You care about every customer touchpoint and are motivated to make each one better. You want meaningful ownership, a seat at the table, and the opportunity to help build and scale a best-in-class customer function.

Required Experience and Skills

• 2 to 5 years of experience in customer success, customer support, technical delivery, implementation, or a similar role in SaaS or fintech

• Strong organizational skills and comfort managing multiple accounts, timelines, and workstreams simultaneously

• Excellent communication skills with a high standard for responsiveness and clarity

• Working knowledge of APIs and comfort supporting customers with implementation and troubleshooting

• Comfort partnering with Product and Engineering teams to resolve issues and improve the product

• Ability to build trust quickly and establish lasting relationships across multiple levels of a customer organization

• High ownership mindset with consistent follow-through and attention to detail

• Comfort operating in a fast-paced, high-stakes environment

What Sets You Apart

• Strong instincts for identifying friction early and proactively improving the customer experience

• Highly feedback-oriented with a desire for continuous improvement

• Motivated by ownership and excited to build from 0 to 100

• Able to balance urgency with precision, and customer empathy with operational rigor

Work Location

• Hybrid in our NYC office or remote

Compensation and Benefits

• Base salary range of $120,000 to $150,000

• Equity package

• Unlimited vacation

• Comprehensive health, dental, and vision coverage

• 401(k) with company match