Senior Manager, Client Success

Responsibilities

• Lead the Client Success team and managers, establishing organizational structure, strategic priorities, and performance accountability.
• Develop and implement organization-wide client success strategy, playbooks, and operating methodologies to drive retention and expansion.
• Hire, develop, and mentor CS managers and senior leaders while building a culture of accountability and continuous improvement.
• Set performance expectations and metrics; monitor net revenue retention, retention, adoption, and expansion results.
• Partner with Sales, Implementation, Product, and Finance across the customer lifecycle.
• Lead executive-level relationships for strategic client accounts and represent Client Success in senior client conversations.
• Improve client success tooling, engagement models, and expansion processes.
• Develop forecasts and business plans for retention and expansion targets and present strategy to executive leadership.
• Champion AI and automation adoption to improve team scalability and productivity.

Requirements

• 8–12+ years of experience in client success, customer success, or strategic account management.
• 3–5+ years leading multi-level teams or managing a client success function in a high-growth SaaS or fintech environment.
• Experience developing CS managers and senior individual contributors and building high-performing teams.
• Deep expertise in scalable engagement models, health scoring, expansion playbooks, and SaaS net revenue retention.
• Ability to partner with executive leadership and translate growth objectives into CS operating plans.
• Strong executive presence and communication skills.
• Familiarity with lending institutions, draw management, compliance workflows, commercial real estate finance, or commercial banking.
• Comfort working in a complex, fast-growing environment.

Compensation

• $150,000–$180,000 USD per year.