Client Success Manager
New
B
BankjoyFintech banking
Location: USA; Workplace: RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years of Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS.
- Required Skills
- SalesforceAccount Management
Requirements
- Have 5+ years of Client Success, Account Management, or Customer Experience experience in B2B fintech, banking technology, or enterprise SaaS.
- Have experience managing a portfolio of 20–30+ accounts simultaneously.
- Have experience leading executive business reviews, onsite meetings, and strategic planning discussions with senior stakeholders.
- Demonstrate a track record of driving product adoption, renewals, and expansion opportunities within an assigned book of business.
- Build trusted relationships across operational and executive stakeholder levels.
- Navigate complex client organizations and manage multiple stakeholder relationships.
- Handle escalations calmly, communicate clearly, and drive resolution with urgency.
- Manage multiple priorities and client needs with strong organization and attention to detail.
- Experience supporting financial institutions is strongly preferred.
- Familiarity with core banking systems such as Corelation, Jack Henry Symitar, Fiserv Portico, or CU Answers is a plus.
- Experience using CRM and CS tools such as Salesforce, Gainsight, or ChurnZero is a plus.
- Experience supporting clients through platform migrations or major product launches is a plus.
Responsibilities
- Own a portfolio of credit union and community bank clients as their primary point of contact.
- Build relationships with client stakeholders, from day-to-day administrators to executive sponsors.
- Conduct regular business reviews and executive meetings to review platform performance, goals, priorities, and opportunities.
- Lead onsite client engagements, including preparing presentations, facilitating discussions, documenting action items, and following through.
- Drive product adoption by educating clients on features, best practices, and releases, and executing strategic success plans.
- Identify expansion opportunities and lead renewal processes, including proposals, pricing recommendations, and negotiations with the Director of Client Success.
- Track adoption metrics, engagement scores, and account health; identify at-risk accounts and develop mitigation plans.
- Coordinate client escalations with Tech Support, Product, and Engineering, communicate throughout resolution, and follow up with clients.
- Partner with Implementation on onboarding and collaborate with Product and Marketing on client feedback, product opportunities, and advocacy.
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