# Senior Manager, Client Success

**Company:** [Built](https://hotfix.jobs/companies/built)
**Location:** Nashville, TN
**Role:** Customer Success
**Salary:** $150k – $180k/yr
**Experience:** 8+ years
**Skills:** Client Success, Customer Success, Strategic Account Management, SaaS, Fintech, Net Revenue Retention, Health Scoring, Expansion Playbooks, Account Management, AI Automation, Commercial Banking, Draw Management, Compliance Workflows, Executive Leadership, Forecasting
**Posted:** 2026-09-10

> Leads the lender-focused Client Success function, managing managers and strategic client relationships while driving retention, adoption, and expansion. Requires 8+ years in client success or strategic account management, multi-level leadership experience, and familiarity with lending or commercial real estate finance.

## Job Description

## 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.

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