Client Success Manager

Bankjoy

14d•Remote

About The Position

Bankjoy is a Y Combinator and Bessemer Venture Partner-backed FinTech startup that helps community banks and credit unions become tech-driven and digital-first through products including mobile banking, online banking, online account opening, loan origination, and conversational AI. The Client Success Manager will join Bankjoy’s growing Client Success team and own a portfolio of credit unions and community banks end-to-end. The role focuses on product adoption, executive business reviews, renewals, expansion opportunities, and serving as the primary relationship owner for assigned accounts. The manager will work closely with the Director of Client Success and with Implementation, Tech Support, Product, Engineering, Marketing, and leadership to help clients achieve value from the platform. The ideal candidate is proactive, relationship-driven, and commercially minded; cares about client outcomes; can navigate complex organizations and engage executive stakeholders; and can manage a high volume of accounts while taking a strategic approach to long-term client success. The role is remote-first.

Requirements

At least 5 years of experience in Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS; experience supporting financial institutions is strongly preferred.
Experience managing 20–30 or more accounts simultaneously while maintaining responsiveness and follow-through.
Excellent presentation and communication skills, including 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 and the ability to build trust and credibility with operational and executive stakeholders.
Ability to navigate complex client organizations and build relationships across multiple stakeholder levels.
Ability to manage escalations calmly, communicate clearly, and drive resolution with urgency.
Strong organizational skills and the ability to manage multiple priorities and client needs while maintaining attention to detail.

Nice To Haves

Experience working with credit unions, community banks, or digital banking platforms.
Familiarity with core banking systems such as Corelation, Jack Henry Symitar, Fiserv Portico, CU Answers, or similar systems.
Experience with digital banking platforms or financial technology products.
Experience using CRM and Customer Success tools such as Salesforce, Gainsight, ChurnZero, or similar tools.
Experience supporting clients through platform migrations or major product launches.

Responsibilities

Own a portfolio of credit union and community bank clients as their primary point of contact at Bankjoy.
Build and maintain trusted relationships with client stakeholders, including day-to-day administrators and executive sponsors.
Provide executive stakeholders with strategic recommendations that align Bankjoy solutions with client business objectives.
Conduct regular business reviews and executive meetings to review platform performance, discuss goals and priorities, identify opportunities to create additional value, and align on long-term success.
Lead onsite client engagements, including preparing executive presentations, facilitating strategic discussions, documenting action items, and ensuring follow-through.
Represent the client internally by surfacing needs and feedback to Product, Engineering, and leadership.
Drive product adoption by educating clients on features, best practices, and new releases.
Develop and execute strategic success plans aligned with client objectives to help clients maximize the value of their Bankjoy investment.
Identify and lead portfolio expansion opportunities by aligning Bankjoy solutions with client goals and strategic initiatives.
Track and report adoption metrics, engagement scores, and account health across the book of business.
Lead renewals for the portfolio, including managing timelines, preparing proposals, presenting pricing recommendations, and negotiating agreements with the Director of Client Success.
Identify at-risk accounts and develop mitigation plans proactively.
Maintain high client retention by ensuring clients consistently see value in the platform.
Develop account strategies to strengthen executive relationships, improve adoption, and identify long-term growth opportunities.
Respond to client escalations, triage issues, coordinate with Tech Support, Product, and Engineering, and keep clients informed through resolution.
Escalate situations requiring senior involvement to the Director of Client Success with a summary of the issue, actions taken, and recommended next steps.
Follow up after issue resolution to confirm client satisfaction, identify experience improvements, and document lessons for prevention.
Partner with Implementation during onboarding, including kickoff meetings and key project milestones, to support a smooth transition into Customer Success.
Work with Tech Support on timely issue resolution and proactive communications during outages or incidents.
Collaborate with Product to surface recurring client feedback, enhancement requests, and product opportunities that may influence the roadmap.
Support Marketing with client case studies, testimonials, and advocacy opportunities.

Benefits

Competitive compensation.
Stock options at a well-funded startup.
For U.S. employees, 100% of medical, dental, and vision premiums covered for individuals on the base plan, with significant contributions toward other plan options.
For Canadian employees, 100% of extended medical, dental, and vision premiums covered for employees and their families under the comprehensive plan.
Retirement plan with 4% company matching.
Paid parental leave: 8 weeks for birthing parents and 4 weeks for non-birthing parents.
3–5 weeks of PTO depending on tenure.
5 health days.
15 holidays.
End-of-year shutdown.
Performance-based bonuses.
Remote-first culture.