Client Success Manager
##** 我们是谁** 银行乔是一个由 Y 组合和 Bessemer Venture Partner 支持的金融科技创业公司。我们正在改变社区银行和信用联盟开展业务的方式，使其成为技术驱动和数字化首位.Bankjoy 提供现代化的数字银行产品，包括移动银行，在线银行，在网上开户，贷款创建和对话人工智能。我们的使命是通过领导大型和小型金融机构的数字转型来彻底革命性地改变银行技术基础设施。**位置概述** 我们寻找一个客户成功经理加入不断增长的 CSM 团队，因为我们扩大了全国各地的信贷协会和社区银行客户群体。你将拥有客户端到终端的投资组合，推动产品采用，领导执行商业评价，管理续售，识别上市机会和担任你账户的主要关系所有者。你将与我们的客户成功，实施，技术支持和产品团队负责密切合作，确保每个客户从 Bankjoy 平台中获得最大的价值。理想的候选人是主动，关系驱动和商业思维的人谁真正关心客户结果，知道如何导航复杂组织，舒适地参与高管利益相关者，并可以平衡大量账户同时采取战略方法长期客户成功。**关键责任** **客户关系管理** - 有信用联盟和社区银行客户组合，作为他们的首要联系点在 Bankjoy - 与客户利益相关者建立和维持强大，可信的关系，从日常管理员到执行赞助商 - 通过提供与每个客户的业务目标一致的战略建议，成为执行利益相关者可靠顾问 - 定期进行商业审查和执行会议来评估平台绩效，讨论未来目标和优先事项，确定额外价值的机会，并符合长期成功 - 在场领导客户参与，包括准备行政演讲，促进战略讨论，记录行动项目，确保后续工作 - 作为客户内部的声音确保客户需求和反向产品，工程和领导层浮出水面 **产品采用与客户增长** - 推动你的产品组合中应用 b
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### **🌐 Who We Are**
Bankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.
**Position Overview**
We are looking for a Client Success Manager to join our growing CSM team as we scale our client base across credit unions and community banks nationwide.
You will own a portfolio of clients end-to-end — driving product adoption, leading executive business reviews, managing renewals, identifying upsell opportunities, and serving as the primary relationship owner for your accounts. You'll work closely with our Director of Client Success, Implementation, Tech Support, and Product teams to ensure every client gets maximum value from Bankjoy's platform.
The ideal candidate is proactive, relationship-driven, and commercially minded — someone who genuinely cares about client outcomes, knows how to navigate complex organizations, is comfortable engaging executive stakeholders, and can balance a high volume of accounts while taking a strategic approach to long-term client success.
**Key Responsibilities**
**Client Relationship Management**
- 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
**Product Adoption & Client Growth**
- 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 scor **es**, and account health across your book of business
**Renewals & Retention**
- 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
**Escalation & Issue Resolution**
- 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
**Cross-Functional Collaboration**
- 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
**What You Bring**
- 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
**Nice to Have**
- Familiarity with core banking systems (Corelation, Jack Henry Symitar, Fiserv Portico, CU Answers, or similar)
- Experience with digital banking platforms or financial technology products
- Experience using CRM and CS tools (Salesforce, Gainsight, ChurnZero, or similar)
- Experience supporting clients through platform migrations or major product launches
### **🎁 What You Get**
- 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
### **⚖️ Equal Employment Opportunities at Bankjoy**
Bankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.
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