Client Success Manager / Director (North America)
About The Position
KOR is hiring a hands-on, analytical client success leader to own North American institutional client relationships and lead implementations from kickoff through go-live and beyond. The role is responsible for serving as a trusted client partner, delivering complex onboarding projects, and driving retention and growth. The hire level will be Manager or Director depending on experience. The role also contributes to building KOR’s client success function and processes, using AI and automation to scale the team’s work and improve the client experience. It works closely with engineering, sales, product, and regulatory stakeholders. Regular client travel is expected for kickoffs, go-lives, executive meetings, and relationship reviews, while the position is fully remote. At Director level, the role leads and grows the North America client success team, coaches analysts, and owns client success metrics and reporting to leadership.
Requirements
- At least 6 years of experience in OTC derivatives or regulatory reporting, with significant client-facing or implementation experience.
- For Director level, at least 10 years of experience, including leading people or a function.
- Strong working knowledge of North American regulatory regimes, including CFTC, SEC, and CSA.
- Proven track record leading complex implementations for institutional clients.
- Experience owning client relationships, renewals, and account growth.
- Analytical and comfortable working with data, including diagnosing issues before escalating.
- Already using AI tools in daily work and keen to shape how a team uses them.
- Excellent communication skills across technical teams and executive stakeholders.
- Based in North America and willing to travel regularly to clients, approximately 10–20%.
- Open-minded, humble, driven, communicative, and a team player.
Nice To Haves
- Exposure to EMIR, ASIC, or MAS.
- SQL, APIs/JSON, ISO 20022, or FpML experience.
- Experience at a reporting vendor or trade repository.
- Experience building a client success function at a scale-up.
Responsibilities
- Own a portfolio of institutional client relationships across North America, from operations teams to senior stakeholders.
- Lead client implementations end to end, including scoping, planning, coordination with engineering, test cycles, and go-live.
- Serve as the senior escalation point for complex reporting, data, and regulatory issues.
- Drive retention, renewals, and account growth, and partner with sales on expansion and new-client pre-sales.
- Define and improve client success processes, including onboarding playbooks, health scoring, QBRs, and escalation paths.
- Use AI and automation to scale the team’s work and improve the client experience.
- Bring client and regulatory insight into product priorities and KOR working groups.
- Visit clients on-site for kickoffs, go-lives, executive meetings, and relationship reviews.
- At Director level, lead and grow the North America client success team, coach analysts, and own client success metrics and reporting to leadership.
Benefits
- Fully remote work.
- Culture of trust, ownership, and constructive feedback.
- Competitive salary.
- Modern tool stack, including AI, with room to shape how it is used.
- Scope of responsibility matched to the employee’s ambitions and skills.
- Investment in professional growth.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
