Client Success Manager

Position Purpose

The Client Success Manager acts as a navigator focusing on proactive guidance, measurable outcomes, and long-term relationship growth. By leveraging organizational expertise and cross-departmental collaboration, the Client Success Manager seeks to provide solutions and strengthens partnerships through consistent engagement.

Duties & Responsibilities

• Develop partnerships by understanding each client’s objectives, business strategies, and long-term goals.
• Act as a navigator, providing insights and best practices to maximize the value of our services.
• Monitor client engagement and satisfaction to anticipate needs and address risks before they escalate.
• Identify opportunities for expanded adoption of services that align with client goals and deliver measurable results.
• Support coordination between clients and internal teams to ensure alignment and timely delivery of solutions.
• Communicate clearly and consistently with clients through visits, calls, email, and digital channels to ensure transparency and trust.
• Partner with Product, Support, and other internal teams to champion client feedback and advocate for solutions that drive client success.
• Keep leadership informed of client progress, challenges, and opportunities to ensure visibility and alignment.
• Address client concerns with urgency and accountability, ensuring timely follow-up and lasting resolution.
• Provide accurate and timely proposals, renewals, and agreements that support client objectives.
• Maintain high levels of customer retention by fostering satisfaction, loyalty, and trust.
• Document and share best practices, lessons learned, and success stories to strengthen internal knowledge.
• Participate actively in team meetings, strategic planning, and professional development opportunities.
• Promote goodwill and a positive image of the Company in all client and industry interactions.
• Complete special projects assigned in support of client or organizational success.
• Maintain a clean, organized, and secure work environment.
• Demonstrate adaptability in supporting evolving client and business needs.

Education & Experience Requirements

• A high school graduate or equivalent required.
• A bachelor’s degree in Business, Marketing, or a related field preferred, or an equivalent combination of training and experience in Client Success Management required.
• Two (2) years of experience in client success, account management, or relationship management in a B2B environment (required).
• A background in financial services, fintech, or enterprise software/SaaS client engagement (preferred).
• A demonstrated history of driving client retention, expansion, and satisfaction metrics.
• A proven ability to collaborate cross-functionally and advocate for client needs within a complex organization.

Required Knowledge

• A strong understanding of client success strategies.
• Familiarity with financial services operations and technologies (Symitar, credit union or banking systems, etc.) preferred.