Customer Experience Manager

Help us solve fraud asap with Casap, where we’re building the world's first AI-native disputes automation and fraud prevention platform. Our mission is to create a future where trust is a given and fraud is rare by empowering financial institutions to automate disputes, eliminate first-party fraud, and turn manual back-office workflows into loyalty-building moments for customers and members.

We’re a Series A startup founded by product leaders from Robinhood and Chime, and we’ve raised over $30M from Emergence, Lightspeed, Primary Ventures, SoFi, and others. We have incredible product market fit, an exceptionally ambitious and kind culture, and our CEO, Shanthi, was recently named to Inc. Magazine’s 2026 Female Founders 500. Over the past 12 months we’ve more than 10x’ed revenue and we’re just getting started.

Location(s)
This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.

About The Role
As a Customer Experience Manager, you are the accountable owner of the post-onboarding client experience for a portfolio of banks, credit unions, and fintechs. The role thrives inside the product and inside the relationship: you investigate real issues and resolve them with precision, you turn recurring problems into durable programs, and you serve as the trusted face for clients across multi-year engagements.

This is a role for someone equally comfortable debugging an API integration and presenting outcomes to a client's leadership team. You pair genuine care for clients with the investigative depth to solve their hardest problems, and the operational rigor to make those solutions last.

What You'll Do

• Own Technical Resolution: Reproduce client-reported issues, research logs, query data, and identify root cause. Resolve what you can directly, and escalate the rest to engineering with clean, reproducible, high-signal detail: steps to reproduce, log evidence, expected versus actual behavior, and client impact.
• Be the Bridge to Engineering and Product: Translate client problems into clear technical requirements and prioritized, business-context-rich input. Identify recurring friction points and advocate for scalable solutions rather than one-off fixes.
• Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable resolutions.
• Manage the Client Relationship: Own the operational and executive relationship across a multi-year engagement. Serve as the trusted advisor and primary point of contact, building credibility that outlasts any single issue.
• Drive Enablement and Adoption: Deliver training sessions, feature walkthroughs, and best-practice guidance. Build the documentation and runbooks that make clients self-sufficient and prevent repeat questions.
• Engage Proactively: Stay ahead of clients through a regular meeting cadence and structured business reviews that connect platform performance to their operational goals.
• Support Implementation: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly.

What You’ve Done

• 4-7 years in a technical account management, customer engineering, support engineering, or technical customer success role, ideally at a B2B SaaS or fintech company serving financial institutions
• Demonstrated ability to investigate technical issues independently: reading logs, debugging API integrations, querying data, and identifying root cause before escalating
• Hands-on familiarity with REST APIs and troubleshooting tools such as DataDog or OpenSearch; working knowledge of SQL for investigation and analysis
• Strong relationship management skills with mid-market or enterprise clients, with the presence to build credibility with operational and executive stakeholders alike
• Exceptional written and verbal communication: able to make a complex technical or dispute issue legible to both a client's frontline team and its leadership
• Structured problem-solver, comfortable in an early-stage environment, building process while doing the work
• Great composure when an issue is live and the stakes are high

Nice to Have

• Experience in payments, disputes, chargebacks, or Reg E/Z compliance workflows
• Familiarity with authentication concepts (e.g., JWT) and API security
• Working knowledge of Python for debugging and analysis
• Familiarity with HubSpot, Linear, or similar CRM and ticketing tools
• Background working with banks, credit unions, or core banking systems

Compensation
The base pay range for this role is $115,000 – $170,000 per year.

Casap's compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. We also offer exceptional benefits, as well as bonuses and commission plans for applicable roles. The listed US-based compensation range is a guideline and may be modified. Final compensation will vary based on market conditions, geographic location, and candidate qualifications, including relevant knowledge, skills, and experience assessed during the interview process.

• 📈 Start-up equity
• 🦷 Full health, vision & dental coverage
• 🏦 401K with match
• 🩺 One Medical membership
• 🍽️ Stocked kitchens + lunches
• 🚍 Commuter benefit
• 🚠 Team building events & happy hours
• 🌴 Flexible PTO
• 💻 Apple equipment + annual home office budget

Casap is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. Casap is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.