Client Success Manager

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An Invest Cloud Client Success Manager is responsible for maintaining deep customer relationships to drive account revenue retention and growth. The manager sits within our APL business unit, manages and defends a book of business aligned by customer segment within a geography, and is accountable for the commercial close of all deals and retention of existing business. The role also opens larger solution opportunities and collaborates with Sales and Customer Success Managers.

• Make the Client Happy
  • Driving Relationship Governance to ensure that we’re making the client(s) happy at a personal level
  • Connect with business sponsor on a weekly basis while in delivery (monthly if not in delivery)
  • Maintain relationship powermap; if change in sponsors, build relationship with new sponsors
  • Identify personal win for client and drive alignment between Invest Cloud and personal win
• Drive Operational and Service Excellence
  • Ensure alignment to business objectives: understand the client’s business objective and ensure it’s being met
  • Manage closure of open issues: work with appropriate teams to drive closure
  • Escalate timely and effectively: escalations to senior management, appropriate escalation path, flagging as needed
  • Ensure SLA’s are in‑line: monitor SLA breaches and drive resolution through internal and external channels
  • Conduct weekly ticket reviews with the platform success team to drive ticket resolution
• Defend Revenue
  • Manage renewals: timing, initiation, annual CPI increase, floor and incremental fees, legal negotiations
  • Manage account receivables: ensure clients are paying and receivables are current to drive optimal cash flow
  • Monitor usage of current platform and take action to drive and grow usage
• Grow Revenue
  • Maintain solid understanding of Invest Cloud propositions to initiate conversations and raise interest
  • Drive growth by expanding Invest Cloud footprint within accounts, in terms of client relationships and products
  • Maintain and execute against account plan
  • Identify upsell opportunities and collaborate with Sales to upsell/cross‑sell into accounts
  • Maintain white space on client accounts

• BA/BS degree required, MBA a plus
• 10+ years of financial services experience, preferably within the Wealth & Asset Management customer segments
• Proven account management experience in a customer‑facing environment
• Strong understanding of customers and their business model and workflows
• Demonstrated selling skills (identifying, developing, and articulating a complex proposition/consultative selling)
• Strategic thinker
• Strong negotiation skills
• Experience using analysis, reporting, modeling, and forecasting to gather data for business decisions

Invest Cloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. Its clients represent more than 40 percent of the $132 trillion of total assets globally. Invest Cloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse that scales across the complete wealth continuum.

In 2024, Invest Cloud was named CNBC World’s Top Fintech Company.

• Client Connected
• Human Centered
• Technology Forward
• Respect + Integrity
• Excellence

Salary range: $165,000 - $180,000

Mid‑Senior level

Full‑time

Other