Head of Client Relationship Management,North America Job New York New York USA,Management

Head of Client Relationship Management, North America

The Head of Client Relationship Management, North America, leads the regional CRM organisation and is accountable for client relationship excellence, retention, and revenue growth across the US and Canada. The role drives execution of Apex’s Client Success Model, strengthens senior‑level client engagement, and ensures the CRM team consistently delivers a high‑quality, commercially focused client experience.

Job specification

Lead & Develop the CRM Team

Set strategic direction and build a high‑performance CRM culture. Coach CRMs on client engagement, governance discipline, and commercial accountability. Ensure consistent use of Apex’s account planning, reporting, and CRM frameworks.

Own Regional Client Relationship Health

Oversee all key client relationships, ensuring strong stakeholder connectivity and proactive risk management. Maintain governance cadence for Tier 1 and strategic accounts.

Drive Revenue Growth

Own retention and growth targets (pricing, cross‑sell, scope expansion). Ensure CRMs identify, progress, and convert pipeline opportunities. Support account‑level profitability and pricing improvements.

Strengthen Two‑in‑the‑Box Execution

Embed CRM/CSM collaboration. Partner with Operations to enhance service performance and escalation management.

Support Executive Sponsor Engagement

Coordinate Executive Sponsor participation across Tier 1 accounts. Ensure issue escalation and senior alignment.

Cross‑Functional Leadership

Align with Sales, Ops, Product, and Finance to ensure a unified Apex experience. Act as the client’s internal advocate.

Skills Required:

15+ years in financial services with direct client management responsibility.
Proven leadership of a client relationship or commercial team.
Strong commercial acumen.
Executive presence.
Understanding of fund administration and related services.
Understands the business and its challenges, and can translate business needs into HR solutions.
Preferred:
Experience in global, multi‑jurisdiction environments.
Exposure to scaling teams, operational change, or M&A integration.
Familiarity with Salesforce.

Key Competencies

Strategic, commercially oriented thinker
Strong communicator with executive‑level gravitas
Data‑driven and operationally disciplined
High emotional intelligence
Proactive and action‑focused

Success Measures

Revenue retention and expansion
Reduction in client escalations
Adoption of CRM governance and account‑planning standards
Client satisfaction and relationship health
CRM team performance and capability development
Tier 1 account growth

What you will get in return:

A genuinely unique opportunity to be part of an expanding large global business;
Competitive remuneration commensurate with skills and experience;
Training and development opportunities;
We pride ourselves in our commitment to fostering a connected and inclusive culture, all our opportunities at Apex have four (4) days in office requirement.
Salary ranges from USD $250,000 – USD $325,000.
Compensation within this range is dependent on individual's skills, experience and qualifications.

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

About Apex Group

About Apex Group We are dedicated to driving positive change in financial services while fuelling the growth and ambitions of asset managers, allocators, financial institutions, and family offices. Established in Bermuda in 2003, the Group has continually…

Head of Client Relationship Management, North America