Head of Client Relationship Management, North America

About the role

The Head of Client Relationship Management, North America, leads the regional CRM organisation and is accountable for client relationship excellence, retention, and revenue growth across the US and Canada. The role drives execution of Apex’s Client Success Model, strengthens senior‑level client engagement, and ensures the CRM team consistently delivers a high‑quality, commercially focused client experience.

Responsibilities

• Lead & Develop the CRM Team
  • Set strategic direction and build a high‑performance CRM culture.
  • Coach CRMs on client engagement, governance discipline, and commercial accountability.
  • Ensure consistent use of Apex’s account planning, reporting, and CRM frameworks.
• Own Regional Client Relationship Health
  • Oversee all key client relationships, ensuring strong stakeholder connectivity and proactive risk management.
  • Maintain governance cadence for Tier 1 and strategic accounts.
• Drive Revenue Growth
  • Own retention and growth targets (pricing, cross‑sell, scope expansion).
  • Ensure CRMs identify, progress, and convert pipeline opportunities.
  • Support account‑level profitability and pricing improvements.
• Strengthen Two‑in‑the‑Box Execution
  • Embed CRM/CSM collaboration.
  • Partner with Operations to enhance service performance and escalation management.
• Support Executive Sponsor Engagement
  • Coordinate Executive Sponsor participation across Tier 1 accounts.
  • Ensure issue escalation and senior alignment.
• Cross‑Functional Leadership
  • Align with Sales, Ops, Product, and Finance to ensure a unified Apex experience.
  • Act as the client’s internal advocate.

Requirements

• 15+ years in financial services with direct client management responsibility.
• Proven leadership of a client relationship or commercial team.
• Strong commercial acumen.
• Executive presence.
• Understanding of fund administration and related services.
• Understands the business and its challenges, and can translate business needs into HR solutions.

Preferred

• Experience in global, multi‑jurisdiction environments.
• Exposure to scaling teams, operational change, or M&A integration.
• Familiarity with Salesforce.

Key Competencies

• Strategic, commercially oriented thinker
• Strong communicator with executive‑level gravitas
• Data‑driven and operationally disciplined
• High emotional intelligence
• Proactive and action‑focused

Success Measures

• Revenue retention and expansion
• Reduction in client escalations
• Adoption of CRM governance and account‑planning standards
• Client satisfaction and relationship health
• CRM team performance and capability development
• Tier 1 account growth

Pay

Salary ranges from USD $250,000 – USD $325,000. Compensation within this range is dependent on individual's skills, experience and qualifications.