Senior Vice President, Client Success

BNY Mellon•Boston, MA

11d•$104,000 - $220,000•Onsite

About The Position

We’re seeking a future team member for the role of SENIOR VICE PRESIDENT, CLIENT SUCCESS to join our DATA & ANALYTICS team. This role is located in Boston, MA. In this role, you’ll make an impact by independently overseeing a portfolio of existing client relationships, focusing on revenue retention, client experience, and revenue growth through a combination of deepening and expanding existing relationships. You will monitor and manage client health metrics in collaboration with service teams, and build and maintain strong, strategic relationships with clients to foster loyalty, increase product stickiness, and support contract renewals. You will act as a trusted advisor, understanding client goals, business needs, and technical landscapes to drive tailored adoption strategies. You will serve as a key advocate for clients, addressing service or product-related concerns and ensuring timely resolution. You will act as an escalation point for critical issues, collaborating with internal teams to drive solutions and enhance the client experience. You will continuously assess and act on client satisfaction scores (NPS, CSAT) to improve the overall client experience. You will gather and analyze client feedback to address friction points, prevent churn, and influence product development. You will consult with clients/prospects on their strategic vision and use an in-depth understanding of the firm's solutions and value proposition to help achieve that vision. You will establish and nurture a client community through events, forums, and networking opportunities. You will provide strategic advice to executive stakeholders, ensuring alignment on business objectives and success strategies. You will drive a customer lifecycle strategy from onboarding to adoption, expansion, and renewal. You will support sales teams in contract renewals and expansion discussions, contributing to net revenue retention growth.

Requirements

10+ years of experience in financial technology, financial services, or a strong understanding of fintech products.
5+ years of experience in client success, account management, or relationship management, with a proven track record of driving retention and/andor growth.
Strong executive presence and relationship management skills, with the ability to engage confidently with C-level stakeholders.
Confidence to build and maintain strong relationships with key stakeholders, ensuring open, transparent, and value-driven conversations.
Experience managing end-to-end client relationships, from onboarding through renewal.
Expertise in presenting Quarterly Business Reviews (QBRs) and performance reports to executive stakeholders.
Experience with CRM platforms for retention management, reporting, and engagement.
Deep understanding of financial services clients, ideally buy-side, with experience in data management or accounting solutions as a plus.
Ability to influence stakeholders at all levels, adapt to change, and drive strategic initiatives.
Excellent verbal and written communication skills.
Exceptional time management and organizational skills, with the ability to work under pressure and meet deadlines.
Proactive, self-starter attitude, with enthusiasm for client success and business growth.
Ability to translate client challenges into actionable business solutions.
Strong negotiation and conflict resolution skills, ensuring positive outcomes for both clients and the business.

Nice To Haves

Experience driving a customer-centric culture is a plus.
Passion for continuous learning and staying ahead of industry trends to provide innovative solutions.
A strategic mindset with the ability to balance short-term wins with long-term relationship-building.

Responsibilities

Independently oversee a portfolio of existing client relationships, focusing on revenue retention, client experience, and revenue growth through a combination of deepening and expanding existing relationships.
Monitor and manage client health metrics in collaboration with service teams.
Build and maintain strong, strategic relationships with clients to foster loyalty, increase product stickiness, and support contract renewals.
Act as a trusted advisor, understanding client goals, business needs, and technical landscapes to drive tailored adoption strategies.
Serve as a key advocate for clients, addressing service or product-related concerns and ensuring timely resolution.
Act as an escalation point for critical issues, collaborating with internal teams to drive solutions and enhance the client experience.
Continuously assess and act on client satisfaction scores (NPS, CSAT) to improve the overall client experience.
Gather and analyze client feedback to address friction points, prevent churn, and influence product development.
Consult with clients/prospects on their strategic vision and uses an in-depth understanding of the firm's solutions and value proposition to help achieve that vision.
Establish and nurture a client community through events, forums, and networking opportunities.
Provide strategic advice to executive stakeholders, ensuring alignment on business objectives and success strategies.
Drive a customer lifecycle strategy from onboarding to adoption, expansion, and renewal.
Support sales teams in contract renewals and expansion discussions, contributing to net revenue retention growth.