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 cu