Vice President, Client Success
About The Position
At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere. We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about. We’re seeking a future team member for the role of VICE PRESIDENT, CLIENT SUCCESS to join our DATA & ANALYTICS team. This role is located in New York, NY or Boston, MA.
Requirements
- 8+ 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/or 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.
Benefits
- highly competitive compensation
- benefits
- wellbeing programs
- flexible global resources and tools
- generous paid leaves
- paid volunteer time
- medical, dental, vision, and basic life insurance plans
- various paid time off benefits, such as vacation and sick time
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
