Client Success Manager – Director

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

📋 Description

• Manage a portfolio of institutional client relationships throughout North America

• Oversee client implementations from start to finish, which includes scoping, planning, coordinating engineering efforts, conducting test cycles, and facilitating go-live events

• Act as the primary escalation point for intricate reporting, data, and regulatory challenges

• Foster client retention, ensure renewals, and promote account growth

• Collaborate with the sales team on expansion initiatives and pre-sales for new clients

• Establish and enhance client success processes, such as onboarding playbooks, health scoring, quarterly business reviews (QBRs), and escalation pathways

• Leverage AI and automation to scale team efforts and elevate the client experience

• Incorporate client and regulatory insights into product priorities and working groups

• Conduct on-site visits for client kickoffs, go-lives, executive meetings, and relationship assessments

• In a Director role, lead and develop the North America client success team, mentor analysts, and oversee client success metrics and leadership reporting

⛳️ Requirements

• 6+ years of experience in OTC derivatives or regulatory reporting, with substantial client-facing or implementation involvement

• For Director level: at least 10 years of experience, including leadership responsibilities

• Strong understanding of North American regulatory frameworks (CFTC, SEC, CSA)

• Familiarity with EMIR, ASIC, or MAS is advantageous

• Demonstrated success in leading complex implementations for institutional clients

• Proven experience in managing client relationships, renewals, and fostering account growth

• Strong analytical skills and comfort with data; capable of identifying issues prior to escalation

• Experience with AI tools in a professional setting

• Excellent communication skills with both technical teams and executives

• Located in North America and willing to travel to client sites regularly, approximately 10–20%

• Preferred qualifications: SQL, APIs/JSON, ISO 20022, or FpML

• Preferred qualifications: experience with a reporting vendor or trade repository

• Preferred qualifications: experience in establishing a client success function in a scale-up environment

• Open-minded, humble, motivated, and a communicative team player

🏝️ Benefits

• Fully remote work arrangement

• A culture built on trust, ownership, and constructive feedback

• Competitive salary package

• Access to a modern tool stack, including AI, with opportunities to influence its application

• Scope of control aligned with individual ambitions and skills

• Opportunities for professional growth and commitment to career development

• Regular travel opportunities to engage with clients