Senior Customer Success Manager, Banking

Role Overview

• Lead client success efforts for your accounts and across Alkami
• Build strong relationships with executive influencers and decision-makers within client organizations, converting them into Alkami champions
• Understand clients’ business challenges, goals, and industry trends, and provide strategic consultation to help them achieve their business and digital goals
• Clearly articulate and communicate a compelling vision and roadmap to align stakeholders, driving strategic initiatives and uniting internal teams and clients around shared goals for success
• Create clear success plans that define client objectives and track their progress
• Ensure clients are on track to derive value from the Alkami platform
• Serve as an expert on helping clients achieve their digital banking goals using the platform
• Master the Alkami platform to advise clients on maximizing its use and capabilities
• Collaborate effectively across departments to drive client success
• Advocate for client needs to internal leaders and departments
• Escalate critical client issues and mobilize internal resources to resolve them
• Use data to influence decisions and guide both clients and internal teams
• Develop cross-functional initiatives that enhance the client experience, driving satisfaction and loyalty
• Monitor client health metrics and product engagement, identifying and addressing risks early
• Conduct regular business reviews to celebrate successes and identify growth opportunities
• Take on additional projects that contribute to fostering a Client Success culture across the team

Requirements

• 5+ years of relevant experience in Client Success, with a proven track record of managing client relationships and driving account growth
• Bachelor’s degree in Business, Marketing, Finance, or a related field (or equivalent work experience)
• Experience in Financial Services, particularly working with financial institutions
• Proven ability to stay organized, take ownership of projects, and work independently
• Strong ability to manage multiple priorities effectively
• Excellent verbal and written communication skills
• Experience using and updating Salesforce and/or Gainsight
• Willingness and ability to travel up to 25%

Benefits

• Remote-first environment
• Unlimited paid time off
• 401(k) with employer match