Head of Client Relationship Management

Duties & Responsibilities

• Define and execute the overall client relationship management strategy for StavPay, aligning with company revenue, retention, and growth objectives.
• Build, lead, and mentor a team of Relationship Managers, setting standards for client engagement, portfolio management, and performance.
• Serve as the senior escalation point and executive relationship owner for Stavtar's most strategic clients and key stakeholders across client organizations.
• Ensure a consistently high standard of client experience across the portfolio by proactively sharing StavPay product updates, new services, and tailored insights.
• Establish and oversee cadence for client meetings, business reviews, and account planning, ensuring internal teams are aligned and prepared for all client interactions.
• Own and drive achievement of team-wide revenue, retention, and growth targets.
• Map internal and external stakeholders at senior levels, managing relationships up, down, and across organizations to advance strategic business objectives.
• Oversee intake and resolution of client requests, ensuring the team drives issues to resolution with prompt, proactive communication.
• Lead review and negotiation of complex client contracts, ensuring alignment with both client and Stavtar objectives.
• Own reporting on client health, growth, profitability, and KPIs at the leadership level, translating insights into actionable strategy.
• Partner cross-functionally with Product, Sales, Operations, and Executive leadership to represent the voice of the client and influence roadmap and business decisions.
• Demonstrate executive presence and a relentless focus on customer satisfaction, modeling this standard for the broader team.
• Maintain oversight of client activity and insights within HubSpot, ensuring team-wide data hygiene and consistency.

Education & Experience

• Bachelor's degree required; advanced degree (MBA or related) preferred.
• 10+ years' experience in financial services, fintech, account management, business consulting, or business analysis, including experience managing large or strategic accounts.
• 3+ years of experience directly leading and developing a relationship management, account management, or client success team.
• Proven track record of owning revenue/retention targets and driving measurable portfolio growth.

Required Skills & Abilities

• Ability to cultivate trust and rapport with clients and stakeholders at all levels, including C-suite.
• Strong leadership and team-development skills, with experience coaching and scaling a client-facing function.
• Ability to analyze client and portfolio data, identify growth opportunities, and translate them into team strategy.
• Skilled at translating complex concepts into clear, actionable insight for both clients and internal leadership.
• Skilled at anticipating client needs and resolving escalated issues with urgency and creativity.
• Proficient in Microsoft 365 suite & HubSpot.