Client Success Manager
RemoteUnited States or Austin, Texas, United States
Job Summary
Own a portfolio of credit union and community bank clients, serving as their primary point of contact to drive product adoption, lead executive business reviews, and manage renewals. Build trusted relationships with stakeholders from administrators to executive sponsors by conducting regular reviews, facilitating strategic discussions, and surfacing feedback to Product and Engineering. Identify upsell opportunities, execute success plans aligned with client objectives, and proactively mitigate at-risk accounts while serving as the first line of response for escalations. Partner with Implementation, Tech Support, and Marketing to ensure smooth onboarding, timely issue resolution, and advocacy through case studies. Manage a book of 20–30+ accounts with a focus on retention and growth within Bankjoy's digital banking platform.
Required Qualifications
- 5+ years of Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS
- Experience managing a portfolio of 20–30+ accounts simultaneously with a high standard of responsiveness and follow-through
- Excellent presentation and communication skills with experience leading executive business reviews, onsite meetings, and strategic planning discussions with senior stakeholders
- Demonstrated track record of driving product adoption, renewals, and expansion opportunities within an assigned book of business
- Strong relationship management skills with the ability to build trust and credibility across both operational and executive stakeholders
- Ability to navigate complex client organizations and build relationships across multiple stakeholder levels
- Comfortable with escalations — you stay calm under pressure, communicate clearly, and drive resolution with urgency
- Strong organizational skills — you can manage multiple priorities and client needs simultaneously without losing attention to detail
Desired Qualifications
- Experience supporting financial institutions is strongly preferred
- Experience working with credit unions, community banks, or digital banking platforms is a strong plus
- Familiarity with core banking systems (Corelation, Jack Henry Symitar, Fiserv Portico, CU Answers, or similar)
- Experience with digital banking platforms or financial technology products
- Experience using CRM and CS tools (Salesforce, Gainsight, ChurnZero, or similar)
- Experience supporting clients through platform migrations or major product launches
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