What We're Looking ForAs a Senior Client Success Manager on Maybern's Client Success team, you'll play a pivotal role in owning and elevating the post-sale client experience. From go-live through value realization, renewal, and expansion, you'll take ownership of the client relationship, drive long-term strategic growth, and ensure clients realize the full value of Maybern. This role blends deep financial acumen, executive relationship management, product fluency, and a sophisticated understanding of operational change management.
We're looking for someone with a background in finance who thrives on building relationships, coaching clients through complex reporting and performance use cases, and partnering cross-functionally to drive impact across our business and theirs.
What You'll Do- Own client outcomes from go-live through value realization, renewal, and expansion; prioritize and manage a high-value strategic book of business.
- Lead strategic engagements, including regular client reviews, executive check-ins, and QBRs.
- Drive product adoption and coach clients on reporting and performance workflows, guiding them through Maybern's tools and sharing use case insights from peer firms.
- Ensure business value realization by guiding clients through change management and aligning on measurable success metrics.
- Understand and anticipate client needs, including unique fund structures or operational events, and how they map to Maybern's platform.
- Synthesize product feedback and manage product requests with clear communication and expectation setting.
- Partner with Sales, Legal, and other internal stakeholders on expansion and upsell strategies and execution.
- Enable client advocacy, coordinating reference calls, case study participation, and user research engagements.
- Maintain internal visibility, driving client health scoring, reporting, and leadership reviews that inform proactive client strategies.
- Mentor and support junior CSMs, contributing to team knowledge-sharing and playbook development.
Who You Are- Client-Centered and Communicative: You are an excellent communicator who keeps stakeholders aligned and advocates for customers through clear, proactive engagement.
- Domain and Product Expert: You bring deep knowledge of your industry and product space, applying insights to shape strategic decisions and deliver high-impact solutions.
- Analytical and Solutions Oriented: You solve complex problems using structured thinking, draw meaningful conclusions from data, and make sound decisions in ambiguity.
- Collaborative and Influential: You build strong, cross-functional relationships and use your influence to align teams around shared goals and advocate effectively for client needs.
This Could Be a Great Fit If You Have...- A solid foundation in private funds; fund finance background a plus but not required.
- 7+ years of experience in client success, product operations, or strategic account management, ideally within a B2B SaaS or fintech environment.
- Proven track record managing executive-level relationships and complex customer lifecycles.
- Strong strategic thinking paired with a bias for action - you can zoom out to the big picture but also dive into tactical detail when needed.
- Exceptional communication and interpersonal skills, with the ability to coach clients and influence internal stakeholders.
- Comfortable navigating product conversations; able to understand functionality, suggest use cases, and provide minimally detailed walkthroughs.
- Experience working cross-functionally with Sales, Legal, and Product teams to deliver coordinated client outcomes.
Benefits- We offer a competitive salary + equity package, comprehensive benefits, and a flexible family-friendly work environment. Some of our perks include:
- Comprehensive healthcare benefits
- Maybern covers 100% of medical, dental, and vision premiums
- HSA & FSA plans
- Family-Friendly policies
- Flexible schedule
- Flexible PTO / sick leave
- WFH as needed to fit your needs
- 401k
