Client Success Manager

Eisen • New York, NY

1d • Hybrid

About The Position

Eisen is seeking a Client Success Manager to own a book of customer accounts post-sale and build the operational backbone that keeps every one of them regulator-ready. You will be the customer's day-to-day partner from kickoff onward, responsible for running implementation, driving the escheatment cycle, and designing the processes and tooling that allow for scaling service quality as the book grows. The key metrics for this role are client satisfaction, retention, and on-time regulatory delivery. This is a hands-on role requiring an operator's mindset. You will manage your own book of business and also build the systems, playbooks, and reporting necessary to accelerate the ramp-up of future CSMs. Customers include banks, credit unions, brokers, and fintechs, and the stakes are high due to the regulator-facing nature of the work, making quality and timeliness paramount.
This role can be based in our New York City office or fully remote, with the expectation of quarterly travel to NYC.

Requirements

• A minimum of 5 years of experience in customer success, account management, implementation, or client services within a B2B SaaS or fintech company.
• Demonstrated success in managing a book of business with measurable retention and satisfaction outcomes.
• Proven ability as an operations builder, having created processes, playbooks, or internal tooling that scaled team capacity.
• Comfort working in a regulated, deadline-driven environment, ensuring timely and accurate filings.
• Strong project management skills, with the ability to manage multiple parallel customer workstreams effectively.
• Excellent written and verbal communication skills, fostering customer trust through transparent updates.
• Analytical proficiency, including experience building dashboards, tracking KPIs, and using data for prioritization. Fluency in spreadsheets and CRM systems.
• A proactive approach with a strong sense of ownership, prioritizing action and delivery.

Nice To Haves

• Familiarity with financial institutions, credit unions, banking, or fintech, including key industry players.
• Direct experience with escheatment or unclaimed property workflows.
• Experience in an early-stage startup environment (pre-Series B), contributing to foundational build-outs.
• Experience with implementation or onboarding for technical products that handle customer data.
• Experience designing internal tools, workflows, or automations using platforms like Retool, Zapier, or scripting.

Responsibilities

• Implementation and onboarding: Scope the customer's data, map their state filings, share the cycle calendar, and ensure a smooth transition to the first successful escheatment.
• Cycle management: Guide each customer through their escheatment cycles punctually and with audit-ready documentation, covering all stages from due diligence mailings to state remittance.
• Account ownership: Serve as the primary point of contact for a designated portfolio of accounts and cultivate trust with compliance, operations, and finance stakeholders within the customer organizations.
• QBRs and operating cadence: Conduct quarterly business reviews to demonstrate delivered value to customers and identify future opportunities.
• Cross-functional collaboration: Define and maintain the internal operating rhythm for the team, including weekly syncs, cycle readiness reviews, and post-mortems. Coordinate with internal operations and engineering teams to improve processes. Ensure adherence to escalation paths, SLAs, and feedback loops for systematic issue resolution.
• Voice of customer: Relay observed patterns to product and operations teams with sufficient detail to drive product enhancements or fixes.
• Reporting and account analytics: Provide input on dashboards and reporting cadences to ensure visibility into account health, cycle progress, and risk for both the team and leadership. Utilize data to inform decision-making.
• Documentation: Maintain up-to-date account status, playbooks, and runbooks to facilitate seamless knowledge transfer within the team.

Benefits

• Competitive compensation package and equity plan
• Health, dental, and vision insurance with 100% premiums covered for the employee
• Unlimited Paid Time Off (PTO)
• 401(k) plan with a company match
• OneMedical membership
• Short-term and long-term disability insurance
• Company-paid life insurance
• Monthly pre-tax commuter benefits
• Learning and development stipend
• Financial support for relocation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed