Client Success Manager

🌐 WHO WE ARE Bankjoy 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 Overview We 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 Responsibilities Client Relationship Management - 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 Product Adoption & Client Growth - 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 Renewals & Retention - 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 Escalation & Issue Resolution - 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 resolutio…