Customer Success Manager (IC Role)

Docupace is a company focused on transforming the wealth management industry with innovative Fintech solutions. They are seeking a Client Success Manager to advocate for clients, drive product adoption, and manage relationships to ensure maximum value from their platform.

Responsibilities:

• Serve as the primary point of contact and trusted advisor for key stakeholders within the client’s organization
• Conduct regular business reviews to measure ROI, track progress against strategic objectives, and ensure alignment with the client’s goals
• Proactively identify potential challenges and implement solutions or enhancements to improve the client experience
• Advocate for the full range of platform features and capabilities to help clients optimize workflows and maximize value
• In partnership with Training, develop custom training programs and best practices for clients, ensuring efficient and effective use of platform tools
• Use data analytics and user behavior insights to tailor training efforts and drive engagement
• Act as the client’s voice within the organization, conveying client feedback, needs, and pain points to the Product, Engineering, and Leadership teams
• Collaborate with Product Management to influence feature development and prioritize enhancements based on client impact and strategic value
• Monitor industry trends and regulatory changes relevant to wealth management, advising clients and internal teams on potential adjustments or innovations
• Own the renewal and expansion process, identifying upsell/cross-sell opportunities that align with client business objectives
• Develop and maintain account plans to achieve client retention, revenue growth, and expansion targets
• Negotiate contract renewals and expansions in partnership with the Sales team, demonstrating a clear ROI to client stakeholders
• Foster a culture of collaboration, knowledge-sharing, and continuous improvement across the Client Success team
• Lead or contribute to special projects focused on improving Client Success operations, processes, and tools
• Track and report on client health metrics, adoption rates, and satisfaction scores, using data to inform strategic decisions and priorities
• Present periodic client status updates to internal and external stakeholders, outlining achievements, challenges, and action plans
• Utilize client data to forecast potential risk areas and proactively devise mitigation strategies

Requirements:

• Bachelor's degree in Business, Finance, Economics, or a related field
• 7+ years of experience in Client Success, Account Management, or Relationship Management roles, ideally within Wealth Management, Fintech, or Financial Services
• Proven track record of managing complex client portfolios and driving client satisfaction, retention, and revenue growth
• Familiarity with CRM tools (e.g., Salesforce) and customer success platforms
• Understanding of financial services, Saas, wealth management platforms, investment products, and regulatory requirements
• Exceptional communication and presentation skills, with the ability to interface effectively with C-level executives
• Strong problem-solving and analytical thinking abilities
• Demonstrated leadership and team-building skills
• Ability to work autonomously in a fast-paced, dynamic environment
• A master's degree or an MBA is a plus
• Proficiency in data analytics and reporting tools (e.g., Excel, Power BI, Tableau) is a plus