Pinwheel - Helping banks win primacy with frictionless account activation solutions

Pinwheel helps banks win primacy by making switching direct deposits easy. Through exclusive and first-of-its-kind partnerships with payroll providers, Pinwheel can instantly authenticate consumers without credentials. This new product provides best-in-class conversion, greater security, better insights, and a seamless UX for switching direct deposits at the world's leading financial institutions.

Pinwheel's platform has enterprise-grade security protocols to power connections to over 1,800 platforms (covering up to 100% of US workers paid via direct deposit) and over 1.5 million employers. From that point of connectivity, leading fintechs and financial institutions (such as Block's Cash App, Citizens Bank, Acorns, Credit Karma, and more) leverage us to power direct deposit switching, earned wage access, income & employment verification, and build innovative new products.

Pinwheel - Helping banks win primacy with frictionless account activation solutions

Pinwheel helps banks win primacy by making switching direct deposits easy. Through exclusive and first-of-its-kind partnerships with payroll providers, Pinwheel can instantly authenticate consumers without credentials. This new product provides best-in-class conversion, greater security, better insights, and a seamless UX for switching direct deposits at the world's leading financial institutions. 

Pinwheel's platform has enterprise-grade security protocols to power connections to over 1,800 platforms (covering up to 100% of US workers paid via direct deposit) and over 1.5 million employers. From that point of connectivity, leading fintechs and financial institutions (such as Block's Cash App, Citizens Bank, Acorns, Credit Karma, and more) leverage us to power direct deposit switching, earned wage access, income & employment verification, and build innovative new products. 

Pinwheel is trusted and funded with $77M by top-tier investors such as GGV, Coatue, First Round Capital, and more. 

What are we looking for?

Customer Success Manager is a dynamic and critical role at Pinwheel. In this role, you will be the owner of customer relationships for an assigned group of customers ranging from large Enterprise fintechs to smaller Credit Unions. You will work across our product offerings to support our customers through their entire lifecycle, including onboarding, optimization and expansion. As an API driven product you will need a firm command of the technical aspects of an API, including basic implementation, specific use cases and troubleshooting. Effective onboarding is key and we heavily emphasize effective, timely and repeatable onboarding processes.

Once a customer is live, Customer Success Managers are the primary point of contact for customers to support ongoing usage. You will help customers analyze performance, offer suggestions on how they can improve their usage and utility, present compelling suggestions for expansion and persuade stakeholders across the customer orgs to proceed.  

Effective Customer Success Managers create strong relationships with several contacts at the customers’ companies. Through these contacts, you thoroughly understand the customers’ business objectives, helping you to best identify where expansion opportunities lie. By collaborating with Account Managers from the Sales team, we are effective in upselling existing customers by uncovering additional use cases for new products and opportunities to expand usage of existing products.

What will you be doing?

You will be a key factor in driving Pinwheel’s next stage of growth. More concretely, you will:

• Own the overall relationship for assigned customers, often organizing multiple projects concurrently with customers.
• Support customers throughout their entire Pinwheel lifecycle, including implementation, renewal and growth. 
• Provide technical guidance for customers during implementation and when rolling out new products.
• Identify expansion opportunities by focusing on growing usage and partnering with Account Managers to uncover additional upsell sales opportunities.
• Execute against Account plans you develop in collaboration with Account Managers and the Head of Success.
• Contribute to department process and documentation.
• Deliver superior, proactive customer success services to Pinwheel customers.

 

Timeline for a successful CSM at Pinwheel.

With the support of the existing Success Team, you will achieve the following:

• In the first 30 days, you will be able to give a demo of how Pinwheel works in preparation for onboarding your first customer.
• In the first 45 days, assume ownership of