About the Opportunity The hiring organization is seeking a full-time Client Success Manager in the United States to manage a nationwide portfolio of credit union and community bank clients in a remote work environment. In this role, you will serve as the primary relationship owner, driving product adoption, leading executive business reviews, managing renewals and account expansions, and collaborating across internal teams to ensure clients achieve maximum value from the platform.

Key Responsibilities

Serve as the primary relationship owner and trusted advisor for a portfolio of credit union and community bank accounts, establishing strong relationships from operational administrators to executive sponsors. Conduct regular business reviews, executive meetings, and onsite client engagements, including preparing presentations, facilitating strategic discussions, and tracking follow-through. Drive product adoption by educating clients on features, best practices, and new releases while creating and executing strategic success plans aligned with client goals. Identify and execute portfolio expansion and upsell opportunities aligned with client strategic initiatives. Track and report on account health, engagement scores, and adoption metrics across the client base. Lead the end-to-end renewal process, including timeline management, renewal proposals, pricing recommendations, and contract negotiations in partnership with leadership. Proactively identify at-risk accounts, develop mitigation strategies, and maintain high retention rates across your assigned accounts. Serve as the initial point of contact for escalations, coordinating with technical support, product, and engineering teams to resolve issues with proactive communication. Partner with implementation teams during client onboarding, coordinate with technical support during incidents, and share recurring client feedback with product teams to influence the roadmap. Support marketing initiatives through client case studies, testimonials, and advocacy opportunities. Required Qualifications 5+ years of client success, account management, or customer experience in B2B fintech, banking technology, or enterprise SaaS. Demonstrated experience managing a portfolio of 20 to 30+ accounts simultaneously with strong responsiveness and follow-through. Proven track record of driving product adoption, managing renewals, and securing expansion opportunities within an assigned book of business. Experience leading executive business reviews, onsite client meetings, and strategic planning sessions with senior stakeholders. Strong relationship management skills with the ability to navigate complex client organizations and engage stakeholders across operational and executive levels. Demonstrated ability to manage escalations under pressure, communicate clearly, and resolve issues with urgency. Strong organizational skills to manage multiple priorities and client needs without sacrificing attention to detail.

Preferred Qualifications

Experience supporting financial institutions, credit unions, or community banks. Experience with digital banking platforms or financial technology products. Familiarity with core banking systems such as Corelation, Jack Henry Symitar, Fiserv Portico, CU Answers, or similar. Experience utilizing customer relationship management and customer success platforms, such as Salesforce, Gainsight, ChurnZero, or equivalent tools. Experience supporting clients through platform migrations or major product launches.

Compensation and Benefits

Competitive compensation, performance-based bonuses, and stock options. Health coverage, including medical, dental, and vision insurance. Retirement plan with company matching. Paid time off, paid holidays, health days, and an end-of-year shutdown. Paid parental leave. Remote work flexibility. Equal Opportunity Employer The organization provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.