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
Model best‑in‑class client engagement while empowering team members to lead
Partner closely with Sales on renewals, upsell, and expansion opportunities
Collaborate with Product, Support, and Professional Services to resolve systemic client issues
Monitor portfolio health, retention, NPS, and adoption metrics
Proactively analyze client health and usage data to identify risk and drive corrective action plans

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
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

Manager, Client Success

Key skills