Client Success Manager

🕒 Julho 3

🤠 Texas – Remoto

🤠 Texas – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🤝 Parceiro de Cliente

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Bankjoy

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🏦 Bancário

💳 Fintech

☁️ SaaS

💰 $12.500.000 Series A em 2020-09

Banking • Fintech • SaaS

A Bankjoy é uma empresa que oferece uma solução digital abrangente para bancos e cooperativas de crédito. Suas ofertas incluem serviços de banco móvel e online, abertura de contas online, solicitações de empréstimos online, extratos e um chatbot de IA conversacional chamado 'Joy'. A Bankjoy visa proporcionar uma experiência de banco digital integrada e perfeita tanto para clientes de varejo quanto empresariais. Eles se concentram em fornecer processos online rápidos e elegantes para solicitações de empréstimos e abertura de contas, além de uma experiência do usuário consistente por meio de sua plataforma aprimorada em segurança.

Descrição

• Own a portfolio of credit union and community bank clients, serving as their primary point of contact at Bankjoy • Build and maintain strong, trusted relationships with client stakeholders, from day-to-day administrators to executive sponsors • Become a trusted advisor to executive stakeholders by providing strategic recommendations that align Bankjoy solutions with each client's business objectives • Conduct regular business reviews and executive meetings to review platform performance, discuss future goals and priorities, identify opportunities for additional value, and align on long-term success • Lead onsite client engagements, including preparing executive presentations, facilitating strategic discussions, documenting action items, and ensuring follow-through • Serve as the voice of the client internally — ensuring client needs and feedback are surfaced to Product, Engineering, and leadership • Drive product adoption across your portfolio by proactively educating clients on features, best practices, and new releases • Develop and execute strategic success plans aligned with each client's business objectives, helping them maximize the value of their Bankjoy investment • Identify and lead expansion opportunities within your portfolio by aligning Bankjoy solutions to client business goals and strategic initiatives • Track and report on adoption metrics, engagement scores, and account health across your book of business • Lead the renewal process for your portfolio, including managing timelines, preparing renewal proposals, presenting pricing recommendations, and negotiating agreements in partnership with the Director of Client Success • Proactively identify at-risk accounts and develop mitigation plans before issues escalate • Maintain a high client retention rate by ensuring clients consistently see value in Bankjoy's platform • Develop and execute account strategies that strengthen executive relationships, improve product adoption, and identify opportunities for long-term growth • Serve as the first line of response for client escalations within your portfolio, triaging issues, coordinating with Tech Support, Product, and Engineering, and providing proactive communication to clients throughout resolution • Escalate to the Director of Client Success when situations require senior involvement, providing a clear summary of the issue, actions taken, and recommended next steps • Follow up after resolution to ensure client satisfaction, identify opportunities to improve the client experience, and document learnings for future prevention • Partner with Implementation throughout the onboarding process by participating in kickoff meetings and key project milestones to ensure a smooth transition into Customer Success • Work closely with Tech Support to ensure timely resolution of client issues and proactive communication during outages or incidents • Collaborate with Product to surface recurring client feedback, enhancement requests, and product opportunities that help influence the roadmap • Support Marketing with client case studies, testimonials, and advocacy opportunities

🎯 Requisitos

• 5+ years of Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS. Experience supporting financial institutions is strongly preferred. • Experience managing a portfolio of 20–30+ accounts simultaneously with a high standard of responsiveness and follow-through • Excellent presentation and communication skills with experience leading executive business reviews, onsite meetings, and strategic planning discussions with senior stakeholders • Demonstrated track record of driving product adoption, renewals, and expansion opportunities within an assigned book of business • Strong relationship management skills with the ability to build trust and credibility across both operational and executive stakeholders • Ability to navigate complex client organizations and build relationships across multiple stakeholder levels • Comfortable with escalations — you stay calm under pressure, communicate clearly, and drive resolution with urgency • Strong organizational skills — you can manage multiple priorities and client needs simultaneously without losing attention to detail • Experience working with credit unions, community banks, or digital banking platforms is a strong plus

🏖️ Benefícios

• A fast-paced and collaborative environment • Competitive compensation • Stock options at a well-funded startup • We cover 100% of medical, dental, and vision premiums for individuals on our base plan, with significant contributions toward all other plan options (USA). • We cover 100% of extended medical, dental, and vision premiums for you and your family under our single, comprehensive plan (Canada). • Retirement plan with 4% company matching • 8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing • 3-5 weeks PTO depending on tenure • 5 health days • 15 holidays • End of year shutdown • Performance-based bonuses • Remote first culture