Senior Client Success Manager (North America)

StructureFlow • New York, NY

2d • Hybrid

About The Position

StructureFlow is an AI-powered structural intelligence platform that helps legal, finance, tax, and corporate teams model and communicate complex projects, structures, and transactions. The company is building North American Client Success capacity so its largest clients have a named, on-the-ground partner for onboarding, training, and day-to-day delivery.

The Senior Client Success Manager will manage a portfolio of North American accounts, primarily law firms, private equity funds, and accountancy or tax practices, across the full customer lifecycle—from pre-sales pilots through onboarding, expansion, and renewal. The role co-owns client relationships with the assigned Account Executive and aims to embed StructureFlow into customers’ working practices.

This is a proactive, data-informed role. The manager will track adoption signals, maintain live health scores, identify risks, and intervene early. For complex pilots and structured evaluations, they will work with the Revenue team to assess onboarding risk and define success before a contract is signed. The CS function has a documented operational framework and supporting tools, while offering scope to contribute to how its processes evolve.

The position is based in New York and follows a hybrid pattern of working from home and an office. Candidates must live in New York or within a short commute of the city.

Requirements

• 5–7 years of experience in enterprise customer success or account management in B2B SaaS or professional services technology.
• Domain experience in professional services, such as accountancy or tax, law, restructuring, M&A advisory, or alternative finance; experience or training in one of these fields followed by a client-facing SaaS or technology role is a strong fit.
• Ability to discuss deal structures and transaction flows without requiring them to be explained.
• Passion for creating and iterating on strategy and executing against a plan.
• Track record managing renewals and expansion.
• Comfort managing senior stakeholders, not only operational contacts.
• Experience with typical customer success tools such as HubSpot, Intercom, Planhat, Gainsight, ChurnZero, or equivalent.
• Experience with emerging AI technology.
• Strong written communication skills.
• Based in New York or within a short commute into the city.

Nice To Haves

• Legal, accounting, or finance qualifications, or prior experience working in these industries.
• Understanding of the compliance culture that shapes how firms adopt digital tools.
• Ideas for using AI to accelerate customer success workflows and improve client experience.
• Experience contributing to the development of a Client Success function rather than only inheriting a mature one.

Responsibilities

• Work alongside the Revenue team on complex pre-sales evaluations, contributing the Client Success perspective on deal quality, onboarding risk, and continuity.
• Own accounts from contract signature, finalise the Customer Success Plan, and drive each account to a named first-value milestone on live work.
• Increase adoption through proactive health monitoring, impact-focused QBRs, and expansion across customer cohorts.
• Manage renewals beginning six months in advance, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the Account Executive.
• Maintain client relationships across the full lifecycle in partnership with the assigned Account Executive.
• Use adoption signals and health scores to identify concerns and intervene proactively.
• Contribute to improving the Client Success function and its operating framework.

Benefits

• Competitive salary and performance-based bonus.
• Generous paid time off policy; 25 days is standard for the global team.
• Medical, dental, and vision healthcare.
• 401(k).
• Flexible working, combining remote work and business travel.
• Learning and Development budget.
• Opportunity to join a dynamic, early-stage startup working to transform how legal and professional services firms and alternative finance funds master complexity.
• High-impact work with a significant effect on the company and its clients.

What This Job Offers

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