Customer Success Manager

MindBridge is the global leader in AI-powered financial risk intelligence. Our platform, MindBridge AI™ is enabling finance and audit professionals to build the AI-powered finance department of the future. With over 120 billion financial transactions analyzed with MindBridge’s AI, we set the standard for innovation, scalability, and customer satisfaction.

At MindBridge, we're driven by innovation and excellence, united as a team to revolutionize financial integrity. Here, your ideas matter, and your efforts make a meaningful impact. If you're passionate about using AI to drive positive change, MindBridge is the perfect fit. What distinguishes us is our unwavering commitment to our values: Innovation, Collaboration, and Integrity. These principles foster a vibrant workplace culture, where appreciation and a strong sense of community flourish.

Role Overview

The Customer Value Architect is responsible for turning MindBridge from a deployed product into a durable operating capability inside the customer's organization.

This role sits within the Customer Transformation & Value Architecture function and owns the customer value architecture after the operating strategy has been defined. You will translate customer goals, use cases, workflows, stakeholders, and executive priorities into a scalable adoption and value-realization motion.

You are the architect of how customers adopt MindBridge at scale, embed it into their operating rhythm, and prove measurable value over time.

You will work closely with Forward Deployed Process Engineers, Project Managers, Account Managers, Success Engineering, Product, Education, and Support. FDPEs help redesign the customer's operating model for point-in-time transformation; you scale that strategy into adoption, executive alignment, value realization, and repeatable customer behavior.

This role is ideal for someone who can combine audit, finance, transformation, change management, analytics, and executive communication into a practical customer value system.

What You Will Do

Convert Strategy Into Customer Operating Rhythm

• Take the operating-model strategy created with the FDPE and translate it into ongoing customer rituals, success checkpoints, enablement plans, and business reviews.
• Ensure MindBridge becomes part of the customer's recurring workflows, not a one-time analytical exercise.
• Partner with customer leaders to define how teams will review insights, assign actions, measure outcomes, and sustain usage.
• Build adoption motions that can scale beyond the initial use case, entity, or team.
• Ensure customers understand the “next best use case” and the path from first value to broader transformation.
• Drive adoption strategies that help customers move from initial use to repeatable operating behavior.
• Design persona-based adoption plans for executive sponsors, process owners, audit leaders, finance leaders, analysts, and operational users.
• Partner with Customer Education to package enablement paths, workshops, office hours, templates, and reusable adoption assets.
• Identify adoption friction and coordinate the right internal response without becoming the project manager, support owner, or technical triage lead.
• Help customers establish internal champions, governance rhythms, and centers of excellence where appropriate.

Lead Executive Value Storytelling

• Create executive-ready value narratives that communicate progress, outcomes, risks, and expansion potential.
• Facilitate customer business reviews and executive value conversations in partnership with Account Management.
• Equip customer champions with internal stories, metrics, and materials they can use to advocate for MindBridge.
• Translate operational wins into board-, CFO-, Controller-, CAE-, or Audit Committee-relevant language.
• Surface executive misalignment early and coordinate internal sponsorship where required.

Partner Across the Account Team

• Partner with FDPEs to understand the customer's redesigned operating model and convert it into a scalable adoption plan.
• Partner with Project Managers to ensure value milestones and adoption readiness are visible in the implementation plan without owning project governance.
• Partner with AMs to align value realization with retention, growth, renewal readiness, and account strategy.
• Partner with Success Engineering when adoption is blocked by advanced configuration, technical maturity, data model optimization, or architecture constraints.
• Partner with Product to share structured customer feedback, value patterns, and adoption blockers.

Build Repeatable Value Assets

• Codify successful adoption motions, value stories, customer playbooks, use‑case patterns, and executive narratives.
• Contribute to scalable frameworks that help MindBridge move from bespoke customer success to repeatable value delivery.
• Identify repeatable patterns across customers and convert them into enablement, templates, operating guides, and internal playbooks.
• Help build a value intelligence loop that improves future implementations, transformations, and customer outcomes.

What You Bring

• Strong experience in customer success, value consulting, transformation consulting, audit transformation, finance transformation, or enterprise SaaS adoption.
• Ability to translate customer business objectives into measurable outcomes, adoption plans, and executive value stories.
• Strong understanding of finance, audit, risk, controls, assurance, or financial operations.
• Experience working with enterprise customers and complex stakeholder environments.
• Ability to influence executive sponsors, operational leaders, and day‑to‑day users.
• Strong change‑management instincts and the ability to drive adoption through practical operating rhythms.
• Analytical mindset with comfort interpreting usage, adoption, value, health, and risk signals.
• Strong cross‑functional collaboration skills across Services, Success, Sales, Product, Support, and Education.
• Ability to operate in ambiguity while creating structure, accountability, and repeatability.

Required Qualifications

• 7+ years of experience in customer success, transformation consulting, value consulting, enterprise SaaS, audit, finance, risk, or analytics.
• Demonstrated experience driving adoption, value realization, or business transformation in complex customer environments.
• Experience working with executive sponsors and senior business stakeholders.
• Strong written and verbal communication skills, including executive‑facing storytelling.
• Familiarity with audit, finance, accounting, risk, controls, or enterprise data workflows.
• Bachelor's degree in Business, Accounting, Finance, Economics, Data, Information Systems, or a related field.

Preferred Qualifications

• CPA, CA, CIA, CISA, CFE, CRMA, PMP, Prosci, or equivalent professional credential.
• Experience in audit analytics, financial risk intelligence, AI‑enabled analytics, or enterprise data platforms.
• Experience building customer value frameworks, adoption playbooks, business reviews, or ROI models.
• Experience supporting multi‑use‑case expansion in enterprise SaaS.
• Background in consulting, professional services, customer success strategy, or transformation advisory.
• Familiarity with ERP systems, financial datasets, audit workflows, or modern data environments.

Requirements contingent on employment

• Fulfill requirements necessary to obtain full background check.

Pay Range

The expected base salary range for this position is to $115,000 to $130,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills, experience and competencies, and unique qualifications.

Why You’ll Love Being Part of Our Team:

Competitive Compensation and Equity

Flexible Work – Hybrid or Remote

Comprehensive health benefits and wellness programs

Unplug and recharge - 4 company-wide digital detox days annually

Equal Opportunity at MindBridge

At the heart of our global success lies commitment to diversity and inclusion. We rigorously enforce an equal opportunity policy in all aspects of employment, championing merit and qualifications as our benchmarks. MindBridge is a proud equal opportunity employer, embracing applicants of all backgrounds without regard to race, nationality, religion, gender, disability, or any other factors.

At MindBridge, we are committed to providing an accessible candidate experience. If you require accommodations during the interview process or beyond, please inform us. We will work with you to provide necessary support and reasonable accommodations while maintaining confidentiality. Your comfort and participation are paramount to us.

Please be advised that we may use AI tools in the processing of your application.