Manager, Client Success

Role Overview

• Manage a defined portfolio of high-value or complex clients as the primary Client Success Manager
• Drive adoption, measurable value realization, retention, and expansion within owned accounts
• Serve as an escalation point for critical client risks and relationship challenges
• Build trusted relationships with senior client stakeholders and act as a strategic advisor
• Develop and execute joint success plans with milestones and KPIs aligned to client business outcomes
• Lead, coach, mentor, and performance-manage a team of Client Success Managers
• Set clear expectations, objectives, and success plans aligned to Client Success strategy
• Conduct regular one-to-ones, deal reviews, and client health deep dives
• Build team capability across onboarding, adoption, risk management, renewals, and expansion motions
• Model best-in-class client engagement while empowering team members to lead
• Partner closely with Sales on renewals, upsell, and expansion opportunities
• Collaborate with Product, Support, and Professional Services to resolve systemic client issues
• Act as a critical link between clients and internal teams, translating client needs into actionable insights
• Advocate for the voice of the customer to inform product and go-to-market strategies
• Translate Client Success strategy into day-to-day execution
• Monitor portfolio health, retention, NPS, and adoption metrics
• Proactively analyze client health and usage data to identify risk and drive corrective action plans
• Ensure consistent use of CRM tools, playbooks, and engagement standards
• Operate effectively in ambiguity; test, learn, and iterate to improve outcomes

Requirements

• Bachelor’s degree or equivalent experience required, MBA or another advanced degree preferred
• 8-12+ years of experience in customer success, account management or related roles
• Relevant previous experience in financial technology services
• Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
• Proven experience managing enterprise or strategic client relationships
• Prior people-management experience or strong player/ coach readiness
• Strong commercial acumen
• Data-driven mindset with experience using CRM and client health metrics
• Excellent stakeholder management and executive-level communication skills

Benefits

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back