HYBRID ROLE IN NYC
We are looking for a Senior Client Success Manager to turn client relationships into a true strategic advantage. This role goes beyond retention - you will transform frontline insights into product intelligence, scalable processes, and expansion opportunities. You will inherit 5-7 high-value enterprise accounts with strong potential and operational complexity. Your mandate is to move the organization from reactive firefighting to proactive partnership while building systems that scale without losing personal connection. This is a high-ownership role for someone analytical, structured, and comfortable navigating difficult conversations with executive stakeholders.
Details
Location: NYC (Hybrid)
Work Model: Hybrid
Employment Type: Full-time
Industry: Financial Technology
Start Date: ASAP
Key Responsibilities
Own 5-7 strategic enterprise accounts as primary relationship manager
Build trusted partnerships through transparency during both successes and crises
Identify patterns across accounts and translate insights into product roadmap input
Lead monthly performance reviews that diagnose root causes and propose data-backed solutions
Coordinate audits and compliance-related processes with zero missed deadlines
Surface expansion opportunities before clients formally request them
Convert client-specific wins into scalable playbooks
Collaborate cross-functionally with Product, Operations, Compliance, and Sales to drive systemic improvements
Document best practices and elevate overall team performance
Requirements
4+ years of experience in high-touch B2B client success, strategic account management, or enterprise consulting
Experience managing a focused portfolio of strategic accounts (5-15) rather than large transactional books
Proven ability to manage complex client relationships during escalations and crises
Strong analytical skills; experience using SQL, Excel, or BI tools (Mode, Looker, Tableau)
Demonstrated cross-functional influence without direct authority
Track record of building scalable client management processes
Strong written communication and documentation skills
Nice to Have
Background in consulting or high analytical rigor environments
Experience in operations-heavy, metrics-driven organizations
Experience in fintech or regulated industries
Demonstrated ability to turn strategy into execution
Interview Process
Recruiter Screen
Hiring Manager Screen
Case Study / Panel
Onsite Interviews
Culture / CEO Interview
Offer
