Junior Customer Strategist / AI Startup / NYC

Job Description
A rapidly growing fintech startup transforming the $13 trillion U.S. mortgage industry is looking for a Junior Customer Strategist to help support and scale relationships with some of the company's most strategic customers, including federal organizations. This company is building the first AI-native, vertically integrated mortgage infrastructure platform that turns the entire mortgage origination process into a single API, enabling lenders, fintechs, and financial institutions to automate everything from application through settlement. By replacing fragmented legacy systems with modern software, They are redefining how mortgages are built and delivered.

In this role, you'll serve as one of the primary points of contact for customers from day one, helping them successfully onboard, navigate the platform, and maximize the value of their technology. You'll work closely with customers during implementation, lead support calls, answer product questions, and collaborate directly with engineering and product teams to ensure customer feedback translates into product improvements. This is a highly visible, client-facing role where communication, organization, and problem-solving skills are just as important as technical curiosity.

This position is ideal for someone early in their career who enjoys building relationships, solving customer challenges, and working in a fast-paced startup environment. You'll have the opportunity to work alongside experienced operators, gain exposure to enterprise customers, and help shape the customer experience at one of the fastest-growing companies modernizing financial infrastructure. If you're energized by ownership, enjoy interacting with customers, and want to help build a category-defining fintech company, this role offers tremendous growth potential.
Required Skills & Experience

• U.S. Citizenship required
• 1-4 years of professional experience in customer success, customer strategy, account management, consulting, client services, or a similar client-facing role
• Comfortable independently leading customer meetings, onboarding sessions, and support calls
• Excellent written and verbal communication skills with the ability to build trusted customer relationships
• Strong organizational skills and the ability to manage multiple customer priorities simultaneously
• Comfortable working in a fast-paced startup environment with changing priorities
• Ability to collaborate cross-functionally with Product, Engineering, and Leadership teams
• Located in or willing to work from New York City preferred

Desired Skills & Experience

• Active Public Trust or Secret Security Clearance
• Experience supporting federal, state, or government customers
• Interest or experience working in investigative, regulatory, or public sector environments
• Previous experience at a technology company, SaaS business, or fintech startup
• Experience working in a small, high-growth startup environment
• Familiarity with customer onboarding, implementation, or customer success best practices
• Strong analytical mindset with the ability to identify customer trends and recommend improvements
• Self-starter with a high level of ownership and bias toward action

What You Will Be Doing Daily Responsibilities

• Serve as a trusted advisor for customers throughout onboarding and implementation
• Lead customer support calls and independently manage day-to-day client communications
• Answer customer questions and resolve product issues while delivering an exceptional customer experience
• Build strong relationships with customer stakeholders and ensure successful platform adoption
• Partner closely with Product and Engineering teams to communicate customer feedback and product enhancement opportunities
• Track customer health, adoption metrics, and engagement to proactively identify risks and opportunities
• Assist customers with implementation planning, product education, and best practices
• Support strategic federal customer accounts while maintaining high levels of responsiveness and professionalism
• Document customer interactions and contribute to improving internal processes and knowledge sharing
• Help shape the customer success function as the company continues to scale

The Offer
You will receive the following benefits:

• Competitive Base Salary
• Equity Participation
• Medical Insurance
• Dental Benefits
• Vision Benefits
• Paid Time Off
• Professional Development Opportunities
• Opportunity to work directly with founders and senior leadership
• High ownership and career growth within a rapidly scaling fintech startup
• Opportunity to help transform one of the largest financial markets through modern software infrastructure

Applicants must be authorized to work in the U.S. on a full-time basis now and in the future.

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