Client Success Manager

Role Overview

• Own a portfolio of credit union and community bank clients, serving as their primary point of contact at Bankjoy
• Build and maintain strong, trusted relationships with client stakeholders, from day-to-day administrators to executive sponsors
• Become a trusted advisor to executive stakeholders by providing strategic recommendations that align Bankjoy solutions with each client's business objectives
• Conduct regular business reviews and executive meetings to review platform performance, discuss future goals and priorities, identify opportunities for additional value, and align on long-term success
• Lead onsite client engagements, including preparing executive presentations, facilitating strategic discussions, documenting action items, and ensuring follow-through
• Serve as the voice of the client internally — ensuring client needs and feedback are surfaced to Product, Engineering, and leadership
• Drive product adoption across your portfolio by proactively educating clients on features, best practices, and new releases
• Develop and execute strategic success plans aligned with each client's business objectives, helping them maximize the value of their Bankjoy investment
• Identify and lead expansion opportunities within your portfolio by aligning Bankjoy solutions to client business goals and strategic initiatives
• Track and report on adoption metrics, engagement scores, and account health across your book of business
• Lead the renewal process for your portfolio, including managing timelines, preparing renewal proposals, presenting pricing recommendations, and negotiating agreements in partnership with the Director of Client Success
• Proactively identify at-risk accounts and develop mitigation plans before issues escalate
• Maintain a high client retention rate by ensuring clients consistently see value in Bankjoy's platform
• Develop and execute account strategies that strengthen executive relationships, improve product adoption, and identify opportunities for long-term growth
• Serve as the first line of response for client escalations within your portfolio, triaging issues, coordinating with Tech Support, Product, and Engineering, and providing proactive communication to clients throughout resolution
• Escalate to the Director of Client Success when situations require senior involvement, providing a clear summary of the issue, actions taken, and recommended next steps
• Follow up after resolution to ensure client satisfaction, identify opportunities to improve the client experience, and document learnings for future prevention
• Partner with Implementation throughout the onboarding process by participating in kickoff meetings and key project milestones to ensure a smooth transition into Customer Success
• Work closely with Tech Support to ensure timely resolution of client issues and proactive communication during outages or incidents
• Collaborate with Product to surface recurring client feedback, enhancement requests, and product opportunities that help influence the roadmap
• Support Marketing with client case studies, testimonials, and advocacy opportunities

Requirements

• 5+ years of Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS. Experience supporting financial institutions is strongly preferred.
• Experience managing a portfolio of 20–30+ accounts simultaneously with a high standard of responsiveness and follow-through
• Excellent presentation and communication skills with experience leading executive business reviews, onsite meetings, and strategic planning discussions with senior stakeholders
• Demonstrated track record of driving product adoption, renewals, and expansion opportunities within an assigned book of business
• Strong relationship management skills with the ability to build trust and credibility across both operational and executive stakeholders
• Ability to navigate complex client organizations and build relationships across multiple stakeholder levels
• Comfortable with escalations — you stay calm under pressure, communicate clearly, and drive resolution with urgency
• Strong organizational skills — you can manage multiple priorities and client needs simultaneously without losing attention to detail
• Experience working with credit unions, community banks, or digital banking platforms is a strong plus

Benefits

• A fast-paced and collaborative environment
• Competitive compensation
• Stock options at a well-funded startup
• We cover 100% of medical, dental, and vision premiums for individuals on our base plan, with significant contributions toward all other plan options (USA).
• We cover 100% of extended medical, dental, and vision premiums for you and your family under our single, comprehensive plan (Canada).
• Retirement plan with 4% company matching
• 8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing
• 3-5 weeks PTO depending on tenure
• 5 health days
• 15 holidays
• End of year shutdown
• Performance-based bonuses
• Remote first culture