Client Success Manager

🌐 WHO WE ARE

The company is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. The company provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.

Position Overview

We are looking for a Client Success Manager to join our growing CSM team as we scale our client base across credit unions and community banks nationwide.

You will own a portfolio of clients end-to-end — driving product adoption, leading executive business reviews, managing renewals, identifying upsell opportunities, and serving as the primary relationship owner for your accounts. You'll work closely with our Director of Client Success, Implementation, Tech Support, and Product teams to ensure every client gets maximum value from the company's platform.

The ideal candidate is proactive, relationship-driven, and commercially minded — someone who genuinely cares about client outcomes, knows how to navigate complex organizations, is comfortable engaging executive stakeholders, and can balance a high volume of accounts while taking a strategic approach to long-term client success.

Key Responsibilities

Client Relationship Management

• Own a portfolio of credit union and community bank clients, serving as their primary point of contact at the company

• Build and maintain strong, trusted relationships with client stakeholders, from day-to-day administrators to executive sponsors

• Become a trusted advisor to executive stakeholders by providing strategic recommendations that align the company solutions with each client's business objectives

• Conduct regular business reviews and executive meetings to review platform performance, discuss future goals and priorities, identify opportunities for additional value, and align on long-term success

• Lead onsite client engagements, including preparing executive presentations, facilitating strategic discussions, documenting action items, and ensuring follow-through

• Serve as the voice of the client internally — ensuring client needs and feedback are surfaced to Product, Engineering, and leadership

Product Adoption & Client Growth

• Drive product adoption across your portfolio by proactively educating clients on features, best practices, and new releases

• Develop and execute strategic success plans aligned with each client's business objectives, helping them maximize the value of their the company investment

• Identify and lead expansion opportunities within your portfolio by aligning the company solutions to client business goals and strategic initiatives

• Track and report on adoption metrics, engagement scores, and account health across your book of business

Renewals & Retention

• Lead the renewal process for your portfolio, including managing timelines, preparing renewal proposals, presenting pricing recommendations, and negotiating agreements in partnership with the Director of Client Success

• Proactively identify at-risk accounts and develop mitigation plans before issues escalate

• Maintain a high client retention rate by ensuring clients consistently see value in the company's platform

• Develop and execute account strategies that strengthen executive relationships, improve product adoption, and identify opportunities for long-term growth

Escalation & Issue Resolution

• Serve as the first line of response for client escalations within your portfolio, triaging issues, coordinating with Tech Support, Product, and Engineering, and providing proactive communication to clients throughout resolution

• Escalate to the Director of Client Success when situations require senior involvement, providing a clear summary of the issue, actions taken, and recommended next steps

• Follow up after resolution to ensure client satisfaction, identify opportunities to improve the client experience, and document learnings for future prevention

Cross-Functional Collaboration

• Partner with Implementation throughout the onboarding process by participating in kickoff meetings and key project milestones to ensure a smooth transition into Customer Success

• Work closely with Tech Support to ensure timely resolution of client issues and proactive communication during outages or incidents

• Collaborate with Product to surface recurring client feedback, enhancement requests, and product opportunities that help influence the roadmap

• Support Marketing with client case studies, testimonials, and advocacy opportunities

What You Bring

• 5+ years of Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS. Experience supporting financial institutions is strongly preferred.

• Experience managing a portfolio of 20–30+ accounts simultaneously with a high standard of responsiveness and follow-through

• Excellent presentation and communication skills with experience leading executive business reviews, onsite meetings, and strategic planning discussions with senior stakeholders

• Demonstrated track record of driving product adoption, renewals, and expansion opportunities within an assigned book of business

• Strong relationship management skills with the ability to build trust and credibility across both operational and executive stakeholders

• Ability to navigate complex client organizations and build relationships across multiple stakeholder levels

• Comfortable with escalations — you stay calm under pressure, communicate clearly, and drive resolution with urgency

• Strong organizational skills — you can manage multiple priorities and client needs simultaneously without losing attention to detail

• Experience working with credit unions, community banks, or digital banking platforms is a strong plus

Nice to Have

• Familiarity with core banking systems (Corelation, Jack Henry Symitar, Fiserv Portico, CU Answers, or similar)

• Experience with digital banking platforms or financial technology products

• Experience using CRM and CS tools (Salesforce, Gainsight, ChurnZero, or similar)

• Experience supporting clients through platform migrations or major product launches

🎁 WHAT YOU GET

• A fast-paced and collaborative environment

• Competitive compensation

• Stock options at a well-funded startup

• We cover 100% of medical, dental, and vision premiums for individuals on our base plan, with significant contributions toward all other plan options (USA).

• We cover 100% of extended medical, dental, and vision premiums for you and your family under our single, comprehensive plan (Canada).

• Retirement plan with 4% company matching

• 8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing

• 3-5 weeks PTO depending on tenure

• 5 health days

• 15 holidays

• End of year shutdown

• Performance-based bonuses

• Remote first culture

⚖️ Equal Employment Opportunities at the company

The company is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. The company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

🤖 Use of AI In Hiring

We use AI-assisted tools in Ashby to help review applications. A member of our team reviews every application and makes all hiring decisions.

🤝Accessibility and Accommodations

The company is committed to an accessible recruitment process. Accommodations are available on request at every stage. Email [link for members] to let us know what you need.