Institution Success Manager

The Opportunity

As a Institution Success Manager at ModernFi, you will work directly with the founding team and Institution Success team to onboard and support our bank and credit union customers. You will play a crucial role in ensuring customer satisfaction with ModernFi’s onboarding and operational support, driving product adoption, and fostering long-term relationships with our clients. Your efforts will help banks and credit unions better serve their communities, contributing to the financial health of millions of Americans.

We believe in hiring the best talent and letting you build with autonomy and ownership, while also supporting you to learn and grow your professional expertise. Not only is our team deeply skilled in their respective disciplines, we are eager to share our knowledge and learn from each other.

Your work at ModernFi matters. Our products help banks and credit unions better serve their communities, improving the financial health of millions of Americans. We are improving the ways that banks and credit unions operate and, in doing so, contributing to the stability of the US economy.

The Role

Responsibilities

• Lead the institution onboarding process, ensuring a smooth transition from sales to active usage of ModernFi's platform

• Conduct comprehensive product training sessions for clients, ensuring they understand and can effectively utilize all platform feature

• Oversee joint marketing activations with customers, coordinating between internal teams (Institution Success, Marketing, Sales) and client stakeholders

• Provide ongoing support to customers, addressing inquiries and resolving issues promptly

• Regularly check in on customer usage, identify patterns, and proactively suggest ways to increase platform utilization

• Develop and maintain strong, long-lasting customer relationships, serving as the primary point of contact

• Work closely with founding team and the Institution Success team to develop strategies for increasing customer engagement and usage

• Identify and communicate upsell opportunities to the Sales team based on customer’s ALCO and strategic growth goals

• Gather and communicate customer feedback to the product and founding to drive platform improvements

About You

• Bachelor's degree in Business, Finance or related field; MBA a plus

• 5+ years of experience in implementation, account management or similar roles, preferably in fintech or B2B SaaS

• Excellent communication and interpersonal skills for client-facing and internal interactions

• Proven ability to manage multiple clients and work streams simultaneously

• Experience with data analysis tools and proficiency in Microsoft Excel for modeling

• Strong problem-solving skills and attention to detail

• High level of organization and professionalism, and comfort with data-driven marketing practices

• Ability to handle nebulous problems and shifting priorities with flexibility, patience, and skill

• Excited by the prospect of life- and career-changing work in a startup environment

• High EQ, trustworthy, and calm under pressure

• Strong understanding of financial systems, markets, technology, and banking

About Us

The caliber and character of the ModernFi team set us apart.

We value competence and drive over experience and look for compassionate people with a diverse set of backgrounds. We appreciate technical ability, dedication, and humble confidence. Above all, we value respect – respect to our colleagues, our clients, our partners, and to ourselves. Because we are a close-knit team of high performers, we are selective and considerate with every hire.

The people at ModernFi could be doing anything in the world, yet they choose to be here.

Benefits

We offer generous salary, unlimited PTO, and premium health, dental, and vision insurance. As an early hire, you will have access to significant equity and commission at a critical stage of the company’s growth.

The Process

If you’d like to learn more, please email us at [email protected]. During the recruitment process, you’ll meet Adam and Paolo.

Our process is focused on cultural and personality fit. We are excited to get to know you, learn about what motivates you, and ensure that we can accelerate your personal and professional growth.