Client Success Manager

Job Description

About The Role We are looking for an experienced and customer-focused Client Success Manager to build and maintain trusted relationships with our U.S.-based financial services clients. In this role, you will serve as the primary point of contact throughout the client lifecycle, ensuring successful onboarding, adoption, and ongoing optimization of our tax and claims solutions. The ideal candidate is a proactive relationship manager with experience in financial services, tax operations, claims administration, or SaaS account management. You will collaborate closely with Operations, Product, Implementation, and Support teams to deliver exceptional client experiences, identify growth opportunities, and drive long-term client success. Key Responsibilities Serve as the primary relationship manager for a portfolio of U.S.-based financial services clients. Build strong, long-term partnerships by understanding client goals, business needs, and operational challenges. Lead client onboarding activities in collaboration with the Implementation and Operations teams to ensure a seamless transition. Drive product adoption by educating clients on platform capabilities, best practices, and new features. Conduct regular business reviews to assess client satisfaction, usage trends, performance metrics, and future opportunities. Monitor client health and proactively identify risks that could impact satisfaction, retention, or service delivery. Coordinate with Product, Engineering, Operations, and Support teams to resolve client issues and ensure timely follow-up. Advocate for clients by communicating feedback, enhancement requests, and business requirements to internal stakeholders. Identify opportunities to expand client relationships through additional services or solutions that align with business objectives. Maintain accurate client records, account activities, meeting notes, and action plans within CRM systems. Track key performance indicators (KPIs), client success metrics, and account health to support strategic decision-making. Stay informed on industry trends, regulatory changes, and best practices related to U.S. tax reporting, claims operations, and financial services. Qualifications Required Bachelor's degree in Business Administration, Finance, Accounting, Economics, Information Systems, or a related field. 5+ years of experience in Client Success, Account Management, Relationship Management, Customer Success, or Financial Services. Experience supporting clients within financial services, banking, insurance, fintech, tax operations, or claims administration. Excellent interpersonal, presentation, and communication skills with the ability to engage executive and operational stakeholders. Strong project coordination and organizational skills with the ability to manage multiple client accounts simultaneously. Proven ability to solve complex business issues while maintaining a high level of client satisfaction. Experience using CRM platforms and Microsoft Office applications, particularly Excel and PowerPoint. Strong analytical skills with the ability to interpret client data, identify trends, and recommend solutions. Preferred Experience supporting U.S. tax reporting, tax information reporting, withholding, or claims processing operations. Experience working with SaaS products or enterprise software platforms. Knowledge of implementation, onboarding, or change management processes. Familiarity with financial markets, securities operations, or investment services. Experience working with cross-functional global teams in a client-facing environment. Key Competencies Client relationship management Customer success and retention Strategic account management Business consulting and problem-solving Communication and presentation skills Stakeholder management Project coordination Analytical thinking Conflict resolution Negotiation and influence Time management and prioritization Collaboration and teamwork Continuous improvement mindset Work Setup Full-time Remote Work Location: Remote