CLIENT SUCCESS LEAD

Job Description

About The Role We are seeking an experienced and strategic Client Success Lead to oversee a portfolio of U.S.-based financial services clients and ensure they achieve maximum value from our tax and claims solutions. As the primary owner of client relationships, you will be responsible for driving customer satisfaction, retention, renewals, and account growth while serving as the executive point of contact for escalations. This role requires a customer-centric leader who can build trusted partnerships, collaborate across multiple internal teams, and proactively identify opportunities to improve the client experience. The ideal candidate has a strong background in financial services, tax operations, claims administration, or SaaS customer success and thrives in a fast-paced, client-facing environment. Key Responsibilities Client Relationship Management Own and manage strategic relationships with a portfolio of U.S.-based financial services clients. Serve as the primary point of contact and trusted advisor throughout the customer lifecycle. Develop a deep understanding of each client's business objectives, operational priorities, and long-term goals. Conduct regular business reviews to communicate performance, discuss strategic initiatives, and identify opportunities for continuous improvement. Build executive-level relationships and maintain strong engagement across client organizations. Customer Success & Retention Drive customer adoption and ensure clients realize measurable business value from the company's products and services. Develop and execute customer success plans to improve client outcomes and long-term satisfaction. Monitor customer health indicators and proactively address risks to minimize churn. Lead client renewal activities by partnering with Sales and Leadership to ensure timely contract renewals. Identify expansion opportunities, including additional products, services, and increased platform adoption that align with client needs. Support revenue growth through account expansion and strategic upsell opportunities. Escalation Management Serve as the senior escalation point for client concerns, service issues, and critical business incidents. Coordinate cross-functional teams including Operations, Product, Engineering, Implementation, and Support to drive timely issue resolution. Communicate effectively during escalations by providing clear updates, managing expectations, and ensuring positive client outcomes. Conduct post-incident reviews and recommend process improvements to prevent recurring issues. Customer Experience & NPS Champion the overall customer experience across all touchpoints. Measure, monitor, and improve Net Promoter Score (NPS) and other customer satisfaction metrics. Analyze client feedback, survey results, and usage trends to identify improvement opportunities. Develop action plans that increase customer engagement, retention, and advocacy. Promote a customer-first culture by sharing insights and recommendations with internal teams. Cross-Functional Leadership Partner with Sales, Product, Operations, Engineering, and Implementation teams to ensure successful onboarding and ongoing service delivery. Advocate for customer needs by communicating product feedback, enhancement requests, and emerging market trends. Contribute to the development of customer success strategies, processes, playbooks, and best practices. Maintain accurate account documentation, renewal forecasts, customer success plans, and CRM records. Qualifications Required Bachelor's degree in Business Administration, Finance, Accounting, Information Systems, Economics, or a related field. 5+ years of experience in Client Success, Customer Success, Account Management, Relationship Management, or Strategic Account Management. Experience supporting clients within financial services, fintech, banking, tax operations, claims administration, or enterprise SaaS. Demonstrated success in managing executive client relationships and driving customer retention. Experience leading contract renewals and identifying account expansion opportunities. Proven ability to manage complex client escalations while maintaining strong customer relationships. Strong analytical and problem-solving skills with the ability to interpret customer health metrics and business performance. Excellent verbal, written, presentation, and stakeholder management skills. Experience using CRM platforms such as Salesforce, HubSpot, or similar customer success tools. Preferred Experience supporting U.S. tax information reporting, withholding, tax operations, or claims processing solutions. Knowledge of financial markets, securities operations, or investment services. Experience working with SaaS platforms and subscription-based business models. Familiarity with customer success KPIs including NPS, Customer Satisfaction (CSAT), Customer Health Score, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR). Experience working with global or distributed teams supporting U.S.-based clients. Key Competencies Executive relationship management Customer success leadership Strategic account management Commercial awareness Negotiation and influence Business consulting Client advocacy Escalation management Conflict resolution Data-driven decision-making Presentation and communication Cross-functional collaboration Process improvement Leadership and mentoring Work Setup Full-time Remote Work Location: Remote