Senior Client Success Manager

Responsibilities

• Own client outcomes from go-live through value realization, renewal, and expansion; prioritize and manage a high-value strategic book of business
• Lead strategic engagements, including regular client reviews, executive check-ins, and QBRs
• Drive product adoption and coach clients on reporting and performance workflows, guiding them through Maybern's tools and sharing use case insights from peer firms
• Ensure business value realization by guiding clients through change management and aligning on measurable success metrics
• Understand and anticipate client needs, including unique fund structures or operational events, and how they map to Maybern's platform
• Synthesize product feedback and manage product requests with clear communication and expectation setting
• Partner with Sales, Legal, and other internal stakeholders on expansion and upsell strategies and execution
• Enable client advocacy, coordinating reference calls, case study participation, and user research engagements
• Maintain internal visibility, driving client health scoring, reporting, and leadership reviews that inform proactive client strategies
• Mentor and support junior CSMs, contributing to team knowledge-sharing and playbook development

Requirements

• 7+ years of experience in client success, product operations, or strategic account management, ideally within a B2B SaaS or fintech environment
• Proven track record managing executive-level relationships and complex customer lifecycles
• Strong strategic thinking paired with a bias for action
• Exceptional communication and interpersonal skills, with the ability to coach clients and influence internal stakeholders
• Comfortable navigating product conversations; able to understand functionality, suggest use cases, and provide minimally detailed walkthroughs
• Experience working cross-functionally with Sales, Legal, and Product teams to deliver coordinated client outcomes
• A solid foundation in private funds; fund finance background a plus but not required

Nice-to-Haves

• Background in finance
• Experience in B2B SaaS or fintech environment

Benefits

• Competitive salary + equity package
• Maybern covers 100% of medical, dental, and vision premiums
• HSA & FSA plans
• Paid parental leave
• Flexible schedule
• Flexible PTO / sick leave
• WFH as needed
• 401k