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🌐 Who We AreBankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.Position OverviewWe are looking for a Client Success Manager to join our growing CSM team as we scale our client base across credit unions and community banks nationwide.You will own a portfolio of clients end-to-end — driving product adoption, leading executive business reviews, managing renewals, identifying upsell opportunities, and serving as the primary relationship owner for your accounts. You'll work closely with our Director of Client Success, Implementation, Tech Support, and Product teams to ensure every client gets maximum value from Bankjoy's platform.The ideal candidate is proactive, relationship-driven, and commercially minded — someone who genuinely cares about client outcomes, knows how to navigate complex organizations, is comfortable engaging executive stakeholders, and can balance a high volume of accounts while taking a strategic approach to long-term client success.Key ResponsibilitiesClient Relationship ManagementOwn a portfolio of credit union and community bank clients, serving as their primary point of contact at BankjoyBuild and maintain strong, trusted relationships with client stakeholders, from day-to-day administrators to executive sponsorsBecome a trusted advisor to executive stakeholders by providing strategic recommendations that align Bankjoy solutions with each client's business objectivesConduct 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 successLead onsite client engagements, including preparing executive presentations, facilitating strategic discussions, documenting action items, and ensuring follow-throughServe as the voice of the client internally — ensuring client needs and feedback are surfaced to Product, Engineering, and leadershipProduct Adoption & Client GrowthDrive product adoption across your portfolio by proactively educating clients on features, best practices, and new releasesDevelop and execute strategic success plans aligned with each client's business objectives, helping them maximize the value of their Bankjoy investmentIdentify and lead expansion opportunities within your portfolio by aligning Bankjoy solutions to client business goals and strategic initiativesTrack and report on adoption metrics, engagement scores, and account health across your book of businessRenewals & RetentionLead 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 SuccessProactively identify at-risk accounts and develop mitigation plans before issues escalateMaintain a high client retention rate by ensuring clients consistently see value in Bankjoy's platformDevelop and execute account strategies that strengthen executive relationships, improve product adoption, and identify opportunities for long-term growthEscalation & Issue ResolutionServe 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 resolutionEscalate to the Director of Client Success when situations require senior involvement, providing a clear summary of the issue, actions taken, and recommended next stepsFollow up after resolution to ensure client satisfaction, identify opportunities to improve the client experience, and document learnings for future preventionCross-Functional CollaborationPartner with Implementation throughout the onboarding process by participating in kickoff meetings and key project milestones to ensure a smooth transition into Customer SuccessWork closely with Tech Support to ensure timely resolution of client issues and proactive communication during outages or incidentsCollaborate with Product to surface recurring client feedback, enhancement requests, and product opportunities that help influence the roadmapSupport Marketing with client case studies, testimonials, and advocacy opportunitiesWhat You Bring5+ 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-throughExcellent presentation and communication skills with experience leading executive business reviews, onsite meetings, and strategic planning discussions with senior stakeholdersDemonstrated track record of driving product adoption, renewals, and expansion opportunities within an assigned book of businessStrong relationship management skills with the ability to build trust and credibility across both operational and executive stakeholdersAbility to navigate complex client organizations and build relationships across multiple stakeholder levelsComfortable with escalations — you stay calm under pressure, communicate clearly, and drive resolution with urgencyStrong organizational skills — you can manage multiple priorities and client needs simultaneously without losing attention to detailExperience working with credit unions, community banks, or digital banking platforms is a strong plusNice to HaveFamiliarity with core banking systems (Corelation, Jack Henry Symitar, Fiserv Portico, CU Answers, or similar)Experience with digital banking platforms or financial technology productsExperience using CRM and CS tools (Salesforce, Gainsight, ChurnZero, or similar)Experience supporting clients through platform migrations or major product launches🎁 What You GetA fast-paced and collaborative environmentCompetitive compensationStock options at a well-funded startupWe 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 matching8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing3-5 weeks PTO depending on tenure5 health days15 holidaysEnd of year shutdownPerformance-based bonusesRemote first culture⚖️ Equal Employment Opportunities at BankjoyBankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.
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