Client Success Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Manage a portfolio of credit union and community bank clients, acting as their primary contact at Bankjoy.

• Establish and nurture strong, trustworthy relationships with client stakeholders, ranging from daily administrators to executive sponsors.

• Serve as a trusted advisor to executive stakeholders by offering strategic recommendations that align Bankjoy solutions with each client's business goals.

• Conduct regular business reviews and executive meetings to assess platform performance, discuss future objectives and priorities, uncover additional value opportunities, and ensure alignment for long-term success.

• Facilitate onsite client engagements, which include preparing executive presentations, leading strategic discussions, documenting action items, and ensuring follow-through.

• Act as the internal voice of the client—making sure that client needs and feedback are communicated to Product, Engineering, and leadership teams.

• Promote product adoption across your portfolio by proactively informing clients about features, best practices, and new releases.

• Create and implement strategic success plans that align with each client's business objectives, assisting them in maximizing the value of their Bankjoy investment.

• Identify and pursue expansion opportunities within your portfolio by aligning Bankjoy solutions with client business goals and strategic initiatives.

• Monitor and report on adoption metrics, engagement scores, and account health across your client portfolio.

• Oversee the renewal process for your portfolio, which includes managing timelines, preparing renewal proposals, presenting pricing recommendations, and negotiating agreements in collaboration with the Director of Client Success.

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

• Maintain a high client retention rate by ensuring clients consistently derive value from Bankjoy's platform.

• Develop and implement account strategies that bolster executive relationships, enhance product adoption, and reveal opportunities for long-term growth.

• Serve as the initial point of contact for client escalations within your portfolio, managing issues, coordinating with Tech Support, Product, and Engineering, and providing proactive communication to clients throughout the resolution process.

• Escalate matters to the Director of Client Success when necessary, providing a clear summary of the issue, actions taken, and recommended next steps.

• Follow up after resolution to confirm client satisfaction, identify ways to enhance the client experience, and document lessons learned for future prevention.

• Collaborate with the Implementation team throughout the onboarding process by participating in kickoff meetings and key project milestones to ensure a seamless 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 can influence the development roadmap.

• Assist Marketing with client case studies, testimonials, and advocacy initiatives.

⛳️ Requirements

• 5+ years of experience in Client Success, Account Management, or Customer Experience within B2B fintech, banking technology, or enterprise SaaS, with a strong preference for background in supporting financial institutions.

• Proven experience managing a portfolio of 20–30+ accounts concurrently while maintaining a high standard of responsiveness and follow-through.

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

• Documented success in driving product adoption, renewals, and expansion opportunities within an assigned portfolio.

• Strong relationship management capabilities, with the ability to build trust and credibility among both operational and executive stakeholders.

• Proficient in navigating complex client organizations and developing relationships across various stakeholder levels.

• Comfortable handling escalations—remaining calm under pressure, communicating clearly, and driving resolution with urgency.

• Strong organizational skills—capable of managing multiple priorities and client needs simultaneously without losing attention to detail.

• Experience with credit unions, community banks, or digital banking platforms is a significant advantage.

🏝️ Benefits

• A fast-paced and collaborative work environment.

• Competitive compensation package.

• Stock options at a well-funded startup.

• We cover 100% of medical, dental, and vision premiums for individuals on our base plan, with substantial 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 featuring 4% company matching.

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

• 3-5 weeks of paid time off depending on tenure.

• 5 health days.

• 15 holidays.

• End of year shutdown.

• Performance-based bonuses.

• Remote-first culture.