Customer Success Manager

About Flagright:Flagright is an AI operating system for financial crime compliance used globally by Fortune 500 companies, large banks, fintechs, and fast growing startups. Flagright enables real-time risk detection, automated investigations, and intelligent decisioning, helping compliance teams operate at their full potential in the fight against financial crime.We operate as a lean, high-performance team with high individual ownership and direct access to leadership. Role overview:Our Customer Success team is at the core of Flagright’s innovation, building solutions that power real-time financial crime prevention. They turn complex customer needs into scalable, high-impact solutions that drive our mission forward.We are hiring a Customer Success Manager who will play a critical role in driving the success of our platform. You will work closely with customers and internal teams to gather insights, identify gaps, and translate real-world needs into product improvements. From analyzing data and shaping requirements to supporting releases and ensuring product quality, your work will directly impact functionality, user experience, and operational efficiency.This is a high-ownership role in a fast-moving environment. You’ll be expected to operate independently, manage multiple priorities, and proactively drive outcomes with minimal supervision.People who thrive at Flagright:

• Have been knocked down before and gotten back up
• Are resourceful—they figure things out with whatever tools are available
• Have strong opinions and can defend them
• Learn fast because they're hungry
• Want to work with no-BS people building something important

People who struggle here:

• Need extensive hand-holding
• View high expectations as “unreasonable”
• Actually prioritize work-life balance
• Can’t handle ambiguity or rejection
• Prefer consistent routine over fast-changing priorities

Key responsibilities:

• Customer Account Ownership: Serve as the primary owner for assigned customer accounts—lead recurring customer meetings (kickoffs, implementation check-ins, QBRs), drive agendas and outcomes, manage escalations end-to-end, and ensure adoption, satisfaction, and successful delivery across the full customer lifecycle
• Analyze data to uncover actionable insights, identify emerging trends, and drive decisions that enhance product functionality and improve user experience
• Engage with customers to identify critical needs, understand pain points, and shape the development of high-impact features and product improvements
• Manage customer communication channels to announce the launch of new features, resolve issues, and provide timely updates to ensure a positive customer experience
• Work with stakeholders to define and prioritize product enhancements, translate user insights and needs into clear and actionable product requirements
• Assist in creating high-quality resources including documentation, onboarding guides, and training materials that empower customers and drive product use
• Build and maintain strong customer relationships through regular check-ins, guiding users to unlock product value and confidently navigate key features
• Identify process gaps and propose innovative solutions to optimize operational efficiency and effectiveness
• Collaborate with engineering to align on product priorities, resolve bugs, and ensure the consistent and timely delivery of impactful updates
• Monitor key performance indicators (KPIs) to assess the success and impact of product operations, making data-driven recommendations for improvement
• Evaluate user feedback, conduct user research, and incorporate insights to enhance the product's usability and customer satisfaction

Who we are looking for:

• Based in or willing to relocate to the Bay Area (H1B visa sponsorship available), this is a fully in-person role at our Santa Clara office
• High IQ and EQ
• Have love for tech and capitalism
• Strong taste for aesthetics and attention to detail
• High agency and low ego
• 1-3 years of experience as a Customer Success Manager or a similar role
• Excellent written and verbal communication skills in English are essential for effective customer interactions
• Proficiency in using data analysis tools and techniques to identify trends, patterns, and opportunities for optimizing product operations
• Familiarity with product lifecycle management principles and methodologies
• Experience working with cross-functional teams, such as product management, engineering, marketing, and customer support
• Knowledge of product management frameworks and methodologies is desirable
• Familiarity with project management tools and software for planning, tracking, and collaborating on projects
• Demonstrated ability to work independently, take ownership of tasks, and meet deadlines consistently
• Continuous learning mindset, keeping up with industry trends and best practices in product operations and management
• Travel flexibility for customer meetings or team gatherings, as needed

Preferred Skills

• Understanding of anti-fraud, anti-money laundering, or compliance domains
• Previous experience in a product-focused role within the fintech industry
• Ability to communicate effectively with internal stakeholders and customers to understand their needs and translate them into product requirements
• Understanding of financial data security and privacy regulations, such as GDPR or PCI-DSS
• Familiarity with risk management principles and methodologies, specifically related to product operations
• Understanding of sanctions screening processes and familiarity with industry-standard sanction lists
• Knowledge of data privacy regulations and practices related to handling sensitive financial information
• Familiarity with customer support systems and workflows to ensure smooth integration of product operations with customer service processes
• Experience with implementing and optimizing key performance indicators (KPIs) to measure the success and impact of product operations
• Ability to stay updated with industry trends and advancements in fintech, product management, and operational excellence

What we offer:

• Housing subsidy for those living within 1 mile of the office
• Product with clear, real-world differentiation
• High-bar environment focused on execution, learning, and continuous improvement
• Get equity from day 1 at a Y Combinator startup
• Work alongside a highly competent, top-tier team, including professionals from Y Combinator, ex AWS, and Palantir
• Enjoy a low-bureaucracy environment, minimal meetings, and an asynchronous communications culture