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 as the primary contact for Bankjoy.

• Establish trusted relationships with both administrators and executive sponsors.

• Provide guidance to executive stakeholders on how to align Bankjoy solutions with their business goals.

• Conduct regular reviews of business performance and executive meetings.

• Lead onsite client interactions, including presentations, strategic discussions, documentation of action items, and ensuring follow-through.

• Advocate for client needs and feedback within the teams of Product, Engineering, and leadership.

• Promote product adoption by educating clients on features, best practices, and new releases.

• Create and implement client success plans.

• Identify and pursue opportunities for expansion.

• Monitor and report on adoption metrics, engagement scores, and overall account health.

• Oversee the renewal process, including timelines, proposals, pricing recommendations, presentations, and negotiations with the Director of Client Success.

• Recognize at-risk accounts and formulate mitigation strategies.

• Ensure high client retention rates by demonstrating the value of the platform.

• Address client escalations and coordinate with Tech Support, Product, and Engineering until resolution is achieved.

• Elevate issues that require senior-level attention to the Director of Client Success.

• Follow up after issues are resolved to evaluate satisfaction and document insights gained.

• Collaborate with the Implementation team during onboarding and critical project milestones.

• Work alongside Tech Support during incidents, outages, and other issues.

• Communicate client feedback and enhancement requests to the Product team.

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

⛳️ Requirements

• Minimum of 5 years of experience in Client Success, Account Management, or Customer Experience within B2B fintech, banking technology, or enterprise SaaS.

• Prior experience supporting financial institutions is highly preferred.

• Proven ability to manage a portfolio of 20–30+ accounts concurrently.

• Strong presentation and communication skills are essential.

• Experience leading executive business reviews, onsite meetings, and strategic planning sessions with senior stakeholders is necessary.

• A demonstrated history of driving product adoption, renewals, and expansion opportunities.

• Excellent relationship management capabilities.

• Ability to establish credibility with both operational and executive stakeholders.

• Proficient in navigating complex client organizations and building rapport across multiple levels of stakeholders.

• Comfortable managing escalations and driving resolutions with a sense of urgency.

• Exceptional organizational skills and attention to detail.

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

• Familiarity with core banking systems such as Corelation, Jack Henry Symitar, Fiserv Portico, or CU Answers is a plus.

• Experience with digital banking platforms or financial technology products is beneficial.

• Proficiency in using CRM and Customer Success tools like Salesforce, Gainsight, or ChurnZero is advantageous.

• Experience supporting platform migrations or major product launches is a plus.

🏝️ Benefits

• A dynamic and collaborative work environment.

• Stock options available at a well-financed startup.

• Full coverage of medical, dental, and vision premiums for individuals on the USA base plan.

• Significant contributions toward additional USA plan options.

• Complete coverage of extended medical, dental, and vision premiums for employees and their families under the Canada plan.

• Retirement plan with 4% company matching.

• 8 weeks of paid parental leave for birthing parents.

• 4 weeks of paid parental leave 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 work culture.

• Competitive compensation package.