Client Success Manager
The Client Success Manager serves as a day-to-day contact for assigned trading and payments clients, supporting onboarding, training, check-ins, quarterly business reviews, issue resolution, renewals, upselling, and cross-functional collaboration with sales, product, and support teams.
Responsibilities
- Establish and nurture client relationships
- Maintain consistent communication with clients
- Advocate for client needs within the organization
- Align client business goals with company offerings
- Create tailored success plans with milestones and timelines
- Monitor client usage and health metrics
- Analyze key performance indicators
- Identify and address potential issues or opportunities
- Demonstrate product value and return on investment
- Represent client interests in product and service decisions
- Escalate complex client concerns
- Identify upselling and cross-selling opportunities
- Support client usage and contract renewals
- Coordinate the sales-to-client-success handoff
- Share client insights with product teams
- Coordinate with support teams
- Stay informed about industry trends, product updates, and competitive offerings
- Refine workflows and best practices
Requirements
- 2-3 years of experience in client success management or a similar client-facing role, or a strong interest in starting a career in client success
- Interest in digital assets or payments
- Knowledge of digital asset and traditional market infrastructure preferred
- Knowledge of trading, clearing, and settlement preferred
- Excellent communication, collaboration, and interpersonal skills
- Analytical mindset with the ability to synthesize complex data and make data-driven decisions
- Strong organizational and time management skills
- Ability to prioritize and manage multiple projects
- Startup experience and cross-functional team experience
- Experience with client success management tools and Claude, HubSpot, Jira, Excel, Word, and PowerPoint
- Must successfully pass a post-offer background check and drug screen