Senior Client Success Manager

At January, we’re rebuilding consumer finance from the ground up. By personalizing interactions and optimizing decisions across all stages of consumer credit, we’re driving superior outcomes for both consumers and creditors, and making sure that credit is fair, accessible, and personal.

You'll serve as single-threaded owner of January's most strategic client relationships and the voice of the client within the organization. You'll drive client results end-to-end — from proactive risk identification to transforming performance data into growth opportunities. Your analytical rigor and consultative approach will convert high-touch enterprise relationships into strategic partnerships that expand business value and wallet share.

Working closely with Product, Operations, and Compliance teams, you'll ensure client feedback drives meaningful improvements while identifying windows of opportunity and friction points that inform January's growth strategy. Your ability to operate in the weeds while finding signal in the noise positions you as both trusted client advisor and internal strategic voice.

What makes this role critical now: as we build deeper client connections and expand revenue per client, we need leaders who predict client needs before they surface, delight clients through proactive strategy, and partner with account management to unlock growth potential.

• Own client relationships end-to-end by serving as single-threaded owner for subset of high-impact enterprise clients, managing day-to-day requests and issue resolution, proactively identifying and mitigating risks, and building deep relationships through high-touch consultative engagement

• Drive data-driven client insights and growth by actively analyzing performance data to present compelling narratives, identifying windows of opportunity and friction points for growth, and operating in the weeds while finding signal in the noise

• Serve as voice of the client internally by continuously seeking and synthesizing client feedback, working with Product teams to turn high-impact requests into improvements, representing client sentiment and opportunities to internal stakeholders, and maintaining cross-functional systems with Product, Compliance, and Operations

• Establish scalable client success practices by defining metrics and frameworks for consistent excellence, mentoring junior CSMs and sharing knowledge, and building processes that support resource-effective client management

• Lead strategic initiatives through examples like developing enterprise account strategies, establishing team development frameworks, partnering on product priorities, building executive relationships, and assessing scalability needs

• 4+ years of experience in B2B client service, customer success, or strategic account management supporting high-touch enterprise clients (high-touch defined as monthly meetings minimum and daily email correspondence)

• Track record of consultative, high-touch client engagement with fewer high-impact clients rather than long lists of low-touch accounts

• Experience at fast-growing technology startup, preferably with consumption-based model

• Proven cross-functional collaboration skills, particularly with Product, Operations, and Compliance teams

• Comfortable with fast-paced environment that balances autonomy with guidance

• Bachelor's degree preferred or equivalent work experience

• Experience in high-growth startup environments with direct exposure to scaling challenges

• Strong analytical mindset with ability to translate data into actionable business insights

• Demonstrated ability to communicate clearly and persuasively across written, verbal, and presentation formats — not afraid to be direct and ask hard questions

• Strategic thinking ability to identify long-term opportunities and connect client initiatives to broader business objectives

• Leadership skills to develop junior team members and establish scalable standards

• Operational mindset to build processes and systems that scale

• High initiative and ownership for driving client outcomes

• Exceptional prioritization and ability to find signal in the noise

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