Growth

About the role

You will own the end to end management of strategic customer relationships at Column, acting as a trusted advisor and advocate for a diverse portfolio of fintech and financial services customers. You will be responsible for designing and implementing the strategic processes and playbooks that govern how we engage with these critical partners over the long term. In this capacity, you will establish the frameworks and best practices that ensure consistency and excellence across all customer interactions. You will proactively identify opportunities to deepen relationships, uncover new use cases, and drive expansion initiatives that create tangible value for both the customer and the business. You will serve as the primary connector between customer needs and our internal capabilities, translating market signals into actionable insights. Ultimately, you will be the architect of sustainable, long term partnerships that reinforce Column's position as a foundational infrastructure provider in the financial services ecosystem.

Key facts

What you'll do

• Establish the foundational strategy, processes, playbooks, systems, and best practices that govern our customer facing operations, identifying patterns and building repeatability at every stage of the engagement.
• Manage the full lifecycle of a customer's relationship with Column, encompassing onboarding, implementation, ongoing management, and strategic expansion of the account to maximize value.
• Build and nurture cross functional relationships within a customer's organization, identifying and cultivating advocates and helping to discover new use cases for how Column can support their evolving needs.
• Proactively surface challenges and opportunities for growth, then collaborate with both internal teams and external stakeholders to design and implement solutions that advance the relationship.
• Share timely insights and data driven recommendations on market feedback, emerging trends, and competitive dynamics to directly inform Column's growth strategy and product roadmap.
• Act as the primary voice of the customer within Column, translating partner perspectives into actionable inputs for executive leadership, solutions engineering, and product development.
• Ensure all day to day activities align with safe and sound business practices, regulatory requirements, and the high standards expected of a critical infrastructure partner.
• Partner closely with Executive, Solutions Engineering, Sales, Compliance, and Product teams to guarantee smooth onboarding, continuous value realization, and healthy, mutually beneficial relationships.
• Contribute to the development and execution of go to market motions by providing frontline intelligence on customer behavior, needs, and success metrics.
• Drive the adoption of Column's solutions by removing barriers to value and enabling customers to fully leverage the platform's capabilities for their own growth.
• Maintain a detailed understanding of the financial technology and payments landscape to contextualize customer challenges and opportunities within the broader industry.
• Support the scaling of the Growth function by documenting methodologies, creating reusable assets, and establishing clear protocols for ongoing relationship management.

Requirements

• 5+ years of relevant work experience -- strong preference for a mix of Consulting, Private Equity, Investment Banking, VC or an equivalent role plus operating experience in an early stage company and/or selling a new line of business.
• A desire to become very knowledgeable on the financial technology and payments space. Prior experience in financial services can be helpful but certainly not required.
• A growth and critical thinking mindset: You're comfortable navigating ambiguous environments and are energized by the prospect of helping build processes with little guidance.
• Excellent project management: You're organized, can manage all aspects of partnering with customers, and effectively work with other internal teams.
• Ability to turn naysayers into champions: You're a persuasive communicator and understand the importance of being helpful, responsive, and solutions oriented.
• Curiosity: You know what questions to ask to uncover and understand customer needs and proactively learn more about the industry, competitive landscape, and product offerings to better support your customers.
• Insatiable hunger for improvement: you're a relentless self starter who thrives in a fast moving, ambiguous environment and is excited to build a function from the ground up.
• Strong written and verbal communication skills to articulate complex concepts and maintain executive level relationships with clarity and precision.

Practical notes

This is an in-person role, where you'll be expected to work out of our San Francisco Presidio based office 3+ days a week.