Manager, Client Experience

Arch•New York, NY

1d•Onsite

About The Position

We’re looking for a Manager, Client Experience to help lead and scale Arch’s post-onboarding client experience function. In this role, you’ll be responsible for both owning the day-to-day client experience and leading a team of Client Experience Strategists who manage relationships beyond onboarding. You’ll partner closely with Account Management, Implementations, Product, and Operations to ensure our highest-touch client segments, including Family Offices and ultra-high-net-worth clients, receive a seamless, proactive, and high-quality experience. This role is ideal for a hands-on leader who enjoys coaching teams, building structure, and working directly with clients in complex, fast-moving environments.

Requirements

5-10+ years of experience in Client Success, Account Management, Customer Success, or a related client-facing role.
1–3+ years of people leadership experience, including coaching, feedback, and performance development.
Proven ability to manage high-touch, high-stakes client relationships and lead teams supporting complex accounts.
Strong organizational and project management skills, with the ability to balance competing priorities.
Clear, confident communicator who can build trust with both clients and internal stakeholders.
Comfortable operating in ambiguity, with a bias toward action and building structure where needed.
Advanced Excel skills for analysis, tracking, capacity planning, and reporting.

Nice To Haves

Experience working in startup or high-growth environments.
Exposure to or interest in fintech and data-driven products.
Experience in wealth management, private banking, family offices, fund management, or accounting.
Experience with SQL or interest in developing data analysis skills.

Responsibilities

Lead Client Experience Program
Roll out and continuously improve structured client experience programs, including service models, engagement frameworks, and operating playbooks.
Systematize how Arch supports different client types to improve consistency, efficiency, and scalability.
Identify opportunities to improve workflows, tooling, and internal processes.
Own Post-Onboarding Client Success
Oversee ongoing client relationships, including check-ins, health monitoring, escalations, and renewals.
Manage a portfolio of high-priority client relationships while supporting team-wide delivery.
Ensure accurate and up-to-date client records, workflows, and communication standards.
Drive Account Growth and Retention
Identify expansion opportunities across new features, products, and broader firm adoption.
Monitor drivers of churn and proactively mitigate risk.
Surface and prioritize client feedback and product requests in partnership with Product and Engineering.
Operational Excellence & Data Quality
Maintain best-in-class data quality, reporting accuracy, and delivery standards.
Oversee ongoing client data updates and operational workflows.
Support occasional evening or weekend coverage as part of Arch’s operating rhythm and service commitments.
Cross-Functional Partnership
Partner with Implementation teams to strengthen handoffs into post-onboarding ownership.
Work closely with Account Management and Operations to align priorities and execution.

Benefits

Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.
Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.
Great office - we’ve invested in a great space for the Arch team to come together, at 18th and Park in Manhattan (the old Buzzfeed / NYT headquarters).
Lunch is on Us - Grab lunch on us while you’re in the office and take a break to laugh, brainstorm, or just hang out with your teammates over a meal.

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