Client Success Manager

Bankjoy

Client Success Manager responsible for driving product adoption and client success at fintech startup Bankjoy. Managing relationships with community banks and credit unions nationwide.

Posted 7/3/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B Fintech ExperienceBanking Technology KnowledgePortfolio ManagementRenewal Process ManagementStrategic Planning

Soft Skills

Strong Communication SkillsOrganizational SkillsProblem-SolvingCalm Under PressureTrust Building