Manager, Client Success (CSM)

About the role

The Manager, Client Success is responsible for directly managing a book of strategic or portfolio accounts whilst leading and developing a team of Client Success Managers. This role is responsible for driving client value, retention and growth by leading a team of client success managers while also directly managing a portfolio of key accounts.

Responsibilities

• Manage a defined portfolio of high-value or complex clients as the primary Client Success Manager
• Drive adoption, measurable value realization, retention, and expansion within owned accounts
• Serve as an escalation point for critical client risks and relationship challenges
• Build trusted relationships with senior client stakeholders and act as a strategic advisor
• Develop and execute joint success plans with milestones and KPIs aligned to client business outcomes
• Lead, coach, mentor, and performance-manage a team of Client Success Managers
• Set clear expectations, objectives, and success plans aligned to Client Success strategy
• Conduct regular one-to-ones, deal reviews, and client health deep dives
• Build team capability across onboarding, adoption, risk management, renewals, and expansion motions
• Model best-in-class client engagement while empowering team members to lead
• Cross-functional Collaboration:
• Partner closely with Sales on renewals, upsell, and expansion opportunities
• Collaborate with Product, Support, and Professional Services to resolve systemic client issues
• Act as a critical link between clients and internal teams, translating client needs into actionable insights
• Advocate for the voice of the customer to inform product and go-to-market strategies

Requirements

• Bachelor’s degree or equivalent experience required, MBA or another advanced degree preferred
• 8-12+ years of experience in customer success, account management or related roles
• Relevant previous experience in financial technology services
• Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
• Prior proven experience managing enterprise or strategic client relationships
• Prior people-management experience or strong player/coach readiness
• Strong commercial acumen
• Data-driven mindset with experience using CRM and client health metrics
• Excellent stakeholder management and executive-level communication skills