Senior Client Success Manager

Maybern•New York, NY

13d•$165,000 - $195,000•Hybrid

About The Position

As a Senior Client Success Manager on Maybern's Client Success team, you'll play a pivotal role in owning and elevating the post-sale client experience. From go-live through value realization, renewal, and expansion, you'll take ownership of the client relationship, drive long-term strategic growth, and ensure clients realize the full value of Maybern. This role blends deep financial acumen, executive relationship management, product fluency, and a sophisticated understanding of operational change management. We're looking for someone with a background in finance who thrives on building relationships, coaching clients through complex reporting and performance use cases, and partnering cross-functionally to drive impact across our business and theirs.

Requirements

A solid foundation in private funds; fund finance background a plus but not required.
7+ years of experience in client success, product operations, or strategic account management, ideally within a B2B SaaS or fintech environment.
Proven track record managing executive-level relationships and complex customer lifecycles.
Strong strategic thinking paired with a bias for action — you can zoom out to the big picture but also dive into tactical detail when needed.
Exceptional communication and interpersonal skills, with the ability to coach clients and influence internal stakeholders.
Comfortable navigating product conversations; able to understand functionality, suggest use cases, and provide minimally detailed walkthroughs.
Experience working cross-functionally with Sales, Legal, and Product teams to deliver coordinated client outcomes.
Client-Centered and Communicative: You are an excellent communicator who keeps stakeholders aligned and advocates for customers through clear, proactive engagement.
Domain and Product Expert: You bring deep knowledge of your industry and product space, applying insights to shape strategic decisions and deliver high-impact solutions.
Analytical and Solutions Oriented: You solve complex problems using structured thinking, draw meaningful conclusions from data, and make sound decisions in ambiguity.
Collaborative and Influential: You build strong, cross-functional relationships and use your influence to align teams around shared goals and advocate effectively for client needs.

Responsibilities

Own client outcomes from go-live through value realization, renewal, and expansion; prioritize and manage a high-value strategic book of business.
Lead strategic engagements, including regular client reviews, executive check-ins, and QBRs.
Drive product adoption and coach clients on reporting and performance workflows, guiding them through Maybern's tools and sharing use case insights from peer firms.
Ensure business value realization by guiding clients through change management and aligning on measurable success metrics.
Understand and anticipate client needs, including unique fund structures or operational events, and how they map to Maybern's platform.
Synthesize product feedback and manage product requests with clear communication and expectation setting.
Partner with Sales, Legal, and other internal stakeholders on expansion and upsell strategies and execution.
Enable client advocacy, coordinating reference calls, case study participation, and user research engagements.
Maintain internal visibility, driving client health scoring, reporting, and leadership reviews that inform proactive client strategies.
Mentor and support junior CSMs, contributing to team knowledge-sharing and playbook development.