Senior Client Success Manager; Strategic Accounts

Hybrid Role in NYC

We are looking for a Senior Client Success Manager to turn client relationships into a true strategic advantage. This role goes beyond retention — you will transform frontline insights into product intelligence, scalable processes, and expansion opportunities. You will inherit 5–7 high‑value enterprise accounts with strong potential and operational complexity. Your mandate is to move the organization from reactive firefighting to proactive partnership while building systems that scale without losing personal connection.

This is a high‑ownership role for someone analytical, structured, and comfortable navigating difficult conversations with executive stakeholders.

• Location:
  
  NYC (Hybrid)
• Work Model:
  Hybrid
• Employment Type:
  
  Full-time
• Industry: Financial Technology
• Start Date:
  
  ASAP

• Own 5–7 strategic enterprise accounts as primary relationship manager
• Build trusted partnerships through transparency during both successes and crises
• Identify patterns across accounts and translate insights into product roadmap input
• Lead monthly performance reviews that diagnose root causes and propose data‑backed solutions
• Coordinate audits and compliance‑related processes with zero missed deadlines
• Surface expansion opportunities before clients formally request them
• Convert client‑specific wins into scalable playbooks
• Collaborate cross‑functionally with Product, Operations, Compliance, and Sales to drive systemic improvements
• Document best practices and elevate overall team performance

• 4+ years of experience in high‑touch B2B client success, strategic account management, or enterprise consulting
• Experience managing a focused portfolio of strategic accounts (5–15) rather than large transactional books
• Proven ability to manage complex client relationships during escalations and crises
• Strong analytical skills; experience using SQL, Excel, or BI tools (Mode, Looker, Tableau)
• Demonstrated cross‑functional influence without direct authority
• Track record of building scalable client management processes
• Strong written communication and documentation skills

• Background in consulting or high analytical rigor environments
• Experience in operations‑heavy, metrics‑driven organizations
• Experience in fintech or regulated industries
• Demonstrated ability to turn strategy into execution