Client Success Manager

🕒 October 20

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 25%

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Bankjoy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏦 Banking

💳 Fintech

☁️ SaaS

💰 $12.5M Series A on 2020-09

Banking • Fintech • SaaS

Bankjoy is a company that provides a comprehensive digital banking solution tailored for banks and credit unions. Their offerings include mobile and online banking, online account opening, online loan applications, statements, and a conversational AI chatbot called 'Joy. ' Bankjoy aims to deliver a seamless and integrated digital banking experience for both retail and business banking customers. They focus on providing fast and elegant online processes for loan applications and account opening, as well as a consistent user experience through their security-enhanced platform.

📋 Description

• Own a portfolio of credit union and community bank clients as the primary point of contact • Build and maintain relationships with client stakeholders from administrators to executive sponsors • Provide strategic recommendations aligning Bankjoy solutions with client business objectives • Conduct regular business reviews and executive meetings • Lead onsite client engagements, executive presentations, strategic discussions, action-item documentation, and follow-through • Surface client needs and feedback to Product, Engineering, and leadership • Drive product adoption through client education on features, best practices, and releases • Develop and execute strategic success plans • Identify and lead expansion opportunities • Track and report adoption metrics, engagement scores, and account health • Lead portfolio renewals, including timelines, proposals, pricing recommendations, and negotiations with the Director of Client Success • Identify at-risk accounts and develop mitigation plans • Serve as the first line of response for client escalations and coordinate issue resolution • Escalate complex situations to the Director of Client Success with issue summaries and recommended next steps • Follow up after resolution to ensure satisfaction and document learnings • Partner with Implementation during onboarding and key project milestones • Collaborate with Tech Support during issue resolution, outages, and incidents • Collaborate with Product on client feedback, enhancement requests, and roadmap opportunities • Support Marketing with client case studies, testimonials, and advocacy opportunities

🎯 Requirements

• 5+ years of Client Success, Account Management, or Customer Experience experience in B2B fintech, banking technology, or enterprise SaaS • Experience supporting financial institutions strongly preferred • Experience managing a portfolio of 20–30+ accounts simultaneously • Excellent presentation and communication skills • 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 • Strong relationship management skills across operational and executive stakeholders • Ability to navigate complex client organizations and build relationships across multiple stakeholder levels • Ability to manage escalations calmly and drive resolution with urgency • Strong organizational skills and attention to detail • Experience with credit unions, community banks, or digital banking platforms is a strong plus • Familiarity with core banking systems such as Corelation, Jack Henry Symitar, Fiserv Portico, or CU Answers is a nice to have • Experience with digital banking platforms or financial technology products is a nice to have • Experience using CRM and CS tools such as Salesforce, Gainsight, or ChurnZero is a nice to have • Experience supporting clients through platform migrations or major product launches is a nice to have

🏖️ Benefits

• Stock options at a well-funded startup • 100% of medical, dental, and vision premiums covered for individuals on the USA base plan • 100% of extended medical, dental, and vision premiums covered for the employee and family under the Canada comprehensive plan • Retirement plan with 4% company matching • 8 weeks paid parental leave for birthing parents • 4 weeks paid parental leave for non-birthing parents • 3-5 weeks PTO depending on tenure • 5 health days • 15 holidays • End of year shutdown • Performance-based bonuses • Remote first culture • Fast-paced and collaborative environment • Competitive compensation

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