Client Solutions Lead

More than half of Americans have a poor credit score or no score at all. Since most financial institutions rely on traditional credit scoring to assess risk, that means these people can't access affordable financial products. Instead, they resort to high-interest credit cards, payday loans, and trigger overdraft fees to make ends meet — which ultimately push them into deeper cycles of debt.

Pinwheel provides an API platform that makes it easy to connect payroll accounts like ADP and Gusto to any app. By unlocking the wealth of identity, income and employment data that sits in these systems, alongside direct access to paychecks, we can help innovators build the next generation of financial products that increase access for the underserved while improving the businesses of our partner fintechs, banks, and lenders.

Pinwheel is at an exciting stage in our journey - we are looking for a Client Solutions leader to join our growing team and play an integral part in the revenue organization. In this role, you will own Pinwheel's largest and most complex customer relationships. Through a creative, proactive, and consultative approach, you will position yourself as their trusted partner and advocate, with the ultimate goal of retaining and growing revenue in your book of business. You will report directly to the CRO and work to cross functionally with product, engineering, and marketing teams.

We are looking for someone excited to wear many hats ranging from customer success, implementation, and technical support all while helping set direction for years to come at Pinwheel!

What will you be doing?

Customer Success:

• Develop and execute strategies to ensure customer satisfaction and long-term success.
• Collaborate with cross-functional teams to deliver solutions that meet customer expectations.
• Build and nurture strong relationships with key stakeholders (internal and external) to understand their needs and goals.
• Establish and monitor key performance indicators (KPIs) to measure customer success.

Implementation Services:

• Oversee the implementation process for new clients, ensuring a smooth and efficient onboarding experience.
• Lead a team of implementation specialists to deliver high-quality services on time and within budget.
• Continuously improve implementation methodologies and processes.

Technical Support:

• Provide strategic direction and leadership to the technical support team.
• Ensure timely and effective resolution of customer issues and inquiries.
• Implement best practices for technical support, including knowledge base development and training programs.

Team Leadership:

• Build, mentor, and manage a high-performing Client Solutions team.
• Foster a culture of collaboration, innovation, and excellence.
• Set clear goals and objectives for the team and provide regular feedback and performance evaluations.

Strategy and Growth:

• Work closely with the executive team to develop and execute Client Solutions strategies that drive growth and profitability.
• Stay current with industry trends and competitor offerings to identify new opportunities and threats.

• 7-10 years in Account Management/Customer Success/Client Solutions in SaaS and/or API industries, with experience managing a team in the domain.
• Track record of delivering high-quality outputs and driving customer success and satisfaction in a high-pressure, fast-paced environment.
• Experience providing technical guidance to customers (work with APIs preferred but not required).
• Strong presentation skills with attention to detail and organization.
• The ability to travel. Expect ~20% of your time will be traveling domestically.

Best Time to Join - Our company is small but well-funded, meaning you get the upside of starting on the bottom floor with minimal risk.

Be a Cultural Founder - You will have an active hand in molding the company culture and being a part of the entrepreneurial journey.

Build Something Revolutionary - Help build the consumer data infrastructure of the future.

Benefits included:

• Great compensation & equity packages
• Full medical, dental, and vision benefits
• Life & short-term disability insurance
• Unlimited vacation
• Paid parental leave
• 401K for retirement planning
• Mentorship opportunities
• Free Citibike membership
• Pet friendly offices and Zoom spaces

At Pinwheel, total compensation is made up of salary + equity + benefits. We recruit motivated and high performing talent, and work to compensate people in line with the value they can bring to the organization in delivering outsized results. The talent market is competitive, and maintaining our ability to recruit and retain the best team possible is a top priority for Pinwheel. When creating an offer, we consider interview performance, candidate experience, external market competitiveness, and internal equity in thoughtfully assessing compensation. The expected cash salary range for this role is $180,000 -$210,000 base, plus variable compensation and uncapped commission with an internal equity component on top of that!

At Pinwheel, we are committed to building an environment that is diverse and inclusive. We believe that having people across different backgrounds, experiences, abilities, and perspectives enables us not only to build the best financial products, but to help us realize the best versions of ourselves. Pinwheel is an equal opportunity employer, and we aim to be an open and supportive place to work.