Client Success Manager

SALARY RANGE

$65,000 - $75,000

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required. 

POSITION PURPOSE

DUTIES & RESPONSIBILITIES      

• Develop partnerships by understanding each client’s objectives, business strategies, and long-term goals.
•  Act as a navigator, providing insights and best practices to maximize the value of our services.
• Monitor client engagement and satisfaction to anticipate needs and address risks before they escalate.
• Identify opportunities for expanded adoption of services that align with client goals and deliver measurable results.
• Support coordination between clients and internal teams to ensure alignment and timely delivery of solutions.
• Communicate clearly and consistently with clients through visits, calls, email, and digital channels to ensure transparency and trust.
• Partner with Product, Support, and other internal teams to champion client feedback and advocate for solutions that drive client success.
• Keep leadership informed of client progress, challenges, and opportunities to ensure visibility and alignment.
• Address client concerns with urgency and accountability, ensuring timely follow-up and lasting resolution.
• Provide accurate and timely proposals, renewals, and agreements that support client objectives.
• Maintain high levels of customer retention by fostering satisfaction, loyalty, and trust.
• Document and share best practices, lessons learned, and success stories to strengthen internal knowledge.
• Participate actively in team meetings, strategic planning, and professional development opportunities.
• Promote goodwill and a positive image of the Company in all client and industry interactions.
• Complete special projects assigned in support of client or organizational success.
• Maintain a clean, organized, and secure work environment.
• Demonstrate adaptability in supporting evolving client and business needs.

EDUCATION & EXPERIENCE REQUIREMENTS

• High school graduate or equivalent required. 
• Bachelor’s degree in Business, Marketing, or a related field preferred, or an equivalent combination of training and experience in Client Success Management required.
• Two (2) years of experience in client success, account management, or relationship management in a B2B environment (required).
• Background in financial services, fintech, or enterprise software/SaaS client engagement (preferred).
• Demonstrated history of driving client retention, expansion, and satisfaction metrics.
• Proven ability to collaborate cross-functionally and advocate for client needs within a complex organization. 

REQUIRED KNOWLEDGE

• Strong understanding of client success strategies.
• Familiarity with financial services operations and technologies (Symitar, credit union or banking systems, etc.) preferred.

WORKING CONDITIONS

Special

• No hazardous or significantly unpleasant conditions (such as in a typical office).
• Up to 50% day/overnight in-state and out-of-state travel, including possible weekend travel.
• Additional hours, including Saturday/Sunday support, as required.
• Long duration of computer workstation usage.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well-constructed job descriptions are an integral part of any effective compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.