Senior Vice President, Client Success

About the role

Independently oversee a portfolio of existing client relationships, focusing on revenue retention, client experience, and revenue growth through a combination of deepening and expanding existing relationships.

Responsibilities

• Monitor and manage client health metrics in collaboration with service teams.
• Build and maintain strong, strategic relationships with clients to foster loyalty, increase product stickiness, and support contract renewals.
• Act as a trusted advisor, understanding client goals, business needs, and technical landscapes to drive tailored adoption strategies.
• Serve as a key advocate for clients, addressing service or product-related concerns and ensuring timely resolution.
• Act as an escalation point for critical issues, collaborating with internal teams to drive solutions and enhance the client experience.
• Continuously assess and act on client satisfaction scores (NPS, CSAT) to improve the overall client experience.
• Gather and analyze client feedback to address friction points, prevent churn, and influence product development.
• Consult with clients/prospects on their strategic vision and uses an in-depth understanding of the firm's solutions and value proposition to help achieve that vision.
• Establish and nurture a client community through events, forums, and networking opportunities.
• Provide strategic advice to executive stakeholders, ensuring alignment on business objectives and success strategies.
• Drive a customer lifecycle strategy from onboarding to adoption, expansion, and renewal.
• Support sales teams in contract renewals and expansion discussions, contributing to net revenue retention growth.

Qualifications

• 10+ years of experience in financial technology, financial services, or a strong understanding of fintech products.
• 5+ years of experience in client success, account management, or relationship management, with a proven track record of driving retention and/or growth.
• Strong executive presence and relationship management skills, with the ability to engage confidently with C-level stakeholders.
• Confidence to build and maintain strong relationships with key stakeholders, ensuring open, transparent, and value-driven conversations.
• Experience managing end-to-end client relationships, from onboarding through renewal.
• Expertise in presenting Quarterly Business Reviews (QBRs) and performance reports to executive stakeholders.
• Experience with CRM platforms for retention management, reporting, and engagement.
• Deep understanding of financial services clients, ideally buy-side, with experience in data management or accounting solutions as a plus.
• Ability to influence stakeholders at all levels, adapt to change, and drive strategic initiatives.
• Excellent verbal and written communication skills.
• Exceptional time management and organizational skills, with the ability to work under pressure and meet deadlines.
• Proactive, self-starter attitude, with enthusiasm for client success and business growth.
• Ability to translate client challenges into actionable business solutions.
• Strong negotiation and conflict resolution skills, ensuring positive outcomes for both clients and the business.
• Experience driving a customer-centric culture is a plus.
• Passion for continuous learning and staying ahead of industry trends to provide innovative solutions.
• A strategic mindset with the ability to balance short-term wins with long-term relationship-building.