Middle Customer Success Manager

About First Gen Financial

We’re a fast-growing, purpose-driven B2B financial services company built on integrity, accountability, and continuous growth. We have developed our own proprietary insurance product for employers which is scaling rapidly. Our leadership team brings proven expertise from multiple sectors of finance, and every team member plays a direct role in expanding both our clients’ success and our company’s vision. We unlock capital to empower teams!

About the role

The Customer Success Manager (CSM) serves as the primary point of contact for clients & members, ensuring they achieve maximum value from our products and services. This role is responsible for building long-term relationships, driving adoption, and proactively addressing customer needs to reduce churn and increase satisfaction. You will be working closely with the Director of Customer Success on process improvement and automation. This is a high growth opportunity and career progression and ownership of CS is on the horizon for the right individual.

Key Responsibilities

• Build and maintain strong, long-lasting customer relationships.
• Serve as the main liaison between clients and internal teams, advocating for customer needs.
• Guide customers through onboarding, training, and implementation to ensure successful adoption.
• Support clients through payroll-related workflows, integrations, and time-sensitive processes, ensuring accuracy, compliance, and alignment with benefits administration.
• Monitor customer usage and proactively identify opportunities to improve engagement and outcomes.
• Address client issues promptly, collaborating with support and product teams to ensure resolution.
• Conduct regular business reviews and provide insights to customers on performance and ROI.
• Own and manage a portfolio of client accounts post-implementation, driving retention, adoption, and long-term value.
• Identify opportunities for account growth, upselling, and cross-selling.
• Maintain accurate records of customer interactions in CRM & process management systems.

Skills

• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple accounts, prioritize effectively, and work in a fast-paced environment.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot, or similar) and customer success tools.
• A consultative, customer-first mindset with a focus on delivering measurable value.

Other Requirements

• Occasional travel may be required.
• Occasional evening or weekend availability may be required to support client training sessions or critical payroll-related activities.

What You’ll Do Day-to-Day

• Working with internal and external clients to support our employers and employees on our health plan
• Working on pre-launch and post-launch directives
• Heavy Excel work for reporting and analysis

Requirements

• Education & Experience

• Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent experience).
• 2+ years of experience in customer success, account management, or client-facing roles (preferably in SaaS or technology-driven environments).
• Experience with professional services for finance and/or insurance a plus.
• Experience working with payroll systems, payroll integrations, or HRIS platforms (e.g., payroll providers, benefits administration, or related services) is a big plus.

Who You Are

You’re an A-Player. coachable, driven, and deeply mission-aligned. You thrive on ownership, competition, and personal growth. You embody First Gen’s core values:

- Ironclad Integrity: You do the right thing, even when no one is watching.  

- 24-Carat Accountability: You own your outcomes and stay humble when corrected.  

- Catalyst: You’re a constant learner with curiosity, discipline, and resilience.  

- Wholehearted: You put relationships before deals and build authentic trust.  

You’re not just looking for another sales job you’re seeking a purposeful career where your work directly impacts business owners and their teams.

Compensation & Benefits

• Fully remote role.
• Competitive salary based on experience.
• Performance-based bonuses or commission opportunities.
• Comprehensive benefits package including health, dental, and vision insurance.
• Retirement plan options.
• Paid time off, holidays, and professional development opportunities.

• Compensation for this position is dependent on location, experience, and other requirements.
• Current Estimated Base Compensation: $60,000 - $70,000

Equal Opportunity Statement

First Gen Industries LTD is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by applicable laws.

Employment decisions at First Gen Industries LTD are based solely on business needs, job requirements, and individual qualifications.