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Client Success Manager

Bankjoy· Sales & Client Success
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RemoteFull-timePosted 4d ago

About the role

Client Success Manager role at Bankjoy, a fintech startup, responsible for end-to-end management of a portfolio of credit union and community bank clients, driving product adoption, renewals, expansion opportunities, and serving as the primary relationship owner.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:Client Relationship ManagementExecutive CommunicationProduct Adoption & Expansion

Benefits

  • 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
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Bankjoy

An end-to-end digital banking solution for banks and credit unions

Bankjoy provides a full suite of modern digital banking software, including mobile banking, online banking, online account opening, loan applications, and conversational AI to banks and credit unions.

banking-as-a-serviceconversational-bankingfintech
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