Senior Client Success Manager (North America)

StructureFlow • New York, NY

1h • Hybrid

About The Position

StructureFlow is hiring a Senior Client Success Manager to build North American Client Success capacity and serve as a named, on-the-ground partner for large clients. The role helps customers embed StructureFlow into their everyday work, from their first interaction with the platform through onboarding, adoption, expansion, and renewal.

The Senior Client Success Manager will manage a portfolio of North American accounts, primarily law firms, private equity funds, and accountancy and tax practices. The role co-owns client relationships across their lifecycle with the assigned Account Executive and uses adoption signals and live health scores to identify risks and intervene proactively. It also contributes to complex pre-sales pilots and structured evaluations, working with the Revenue team to assess onboarding risk and define success before contracts are signed.

The position operates within a documented operational framework while contributing to its continued development. It 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. Domain experience is required, particularly familiarity with professional services or finance environments and the ability to discuss deal structures and transaction flows.

Requirements

• 5–7 years of experience in enterprise customer success or account management in B2B SaaS or professional services technology.
• Required domain experience; the best-fitting background includes training or work in accountancy/tax, law, restructuring, M&A advisory, or alternative finance, followed by a client-facing SaaS or technology role.
• Ability to discuss deal structures and transaction flows without requiring explanation.
• Track record managing renewals and expansion.
• Comfort managing senior stakeholders as well as 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.
• Passion for creating and iterating on strategy and executing against a plan.
• Must be 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 governs how firms adopt digital tools.
• Ideas for using AI technology to accelerate customer success workflows and improve client experience.
• Experience contributing to the development of a Client Success function rather than inheriting a mature one.

Responsibilities

• Work alongside the Revenue team on complex pre-sales evaluations, contributing the Client Success perspective on deal quality and continuity before contract signature.
• Own accounts from contract signature, finalize the Customer Success Plan, and guide each account to a defined first-value milestone on a live piece of work.
• Drive adoption through proactive health monitoring, impact-focused QBRs, and cohort expansion.
• Manage renewals beginning six months in advance, maintain a live whitespace plan, and develop expansion opportunities for handoff to the Account Executive.
• Co-own client relationships across their full lifecycle with the assigned Account Executive.
• Monitor adoption signals and live health scores, draw conclusions from data, and intervene early when needed.
• Contribute to improving StructureFlow’s Client Success framework and go-to-market system.
• Build trusted relationships with clients, establish predictable check-ins and escalation paths, and support client advocacy for pre-sales pilots.

Benefits

• Competitive salary and performance-based bonus.
• 25 days of PTO as the standard for the global team.
• Healthcare coverage, including medical, dental, and vision.
• 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 an outsized effect on the business and clients.

What This Job Offers

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