Senior Client Success Manager

January • New York, NY

60d • Onsite

About The Position

As Senior Client Success Manager, you will turn client relationships into January's strategic differentiator - not just retaining accounts but unlocking insights that reshape how we build product and serve clients. You'll inherit strategic accounts with strong potential and real operational gaps. Your mandate: build client management systems that scale without losing personal touch, shift us from firefighting to proactive partnership, and create the infrastructure that turns scattered client feedback into product decisions and market intelligence. Working alongside Operations, Product, Compliance, and Sales, you'll resolve complex issues with speed, surface patterns others miss, and identify expansion opportunities before clients articulate them. You thrive on conversations that expose hard truths, write with surgical precision (whether defusing escalations or building playbooks the team replicates), and prioritize ruthlessly when demands collide.

Requirements

• 4+ years in high-touch B2B client success, strategic account management, or management consulting with enterprise clients - deep experience with fewer strategic accounts vs. managing long lists of transactional relationships
• Track record of controlling narratives with enterprise clients during both wins and crises: maintained trust when things broke, preempted escalations through transparency, turned detractors into advocates
• Demonstrated analytical capability: used SQL, Excel, or BI tools (Mode, Looker, Tableau) to structure messy client data into insights that changed behavior - not just reported metrics but diagnosed problems
• Cross-functional influence without authority: partnered with Product, Operations, Compliance to ship improvements that became team-wide best practices - drove outcomes, not just flagged issues
• Evidence of improving client outcomes through process innovation: built systems that scaled beyond their book of business, turned individual wins into repeatable playbooks

Responsibilities

• Own strategic accounts as primary relationship owner, anticipating client needs and building trust through transparency during both wins and crises
• Identify patterns across your book of business and act as intelligence engine for Product and Account Management, translating frontline insights into product roadmap decisions and surfacing expansion opportunities
• Lead monthly performance reviews that teach clients something new, moving beyond reporting to diagnosing root causes and proposing evidence-based solutions
• Coordinate audit processes end-to-end with zero missed deadlines and resolve complex issues with speed and clarity
• Turn individual client wins into repeatable playbooks and partner with Client Operations to fix systemic friction
• Document what works and elevate team performance through knowledge sharing and scalable processes

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees