Customer Success Manager at Once For All enhancing client relationships for a SaaS construction management platform. Analyzing client data and facilitating onboarding processes.
About the role
- Senior Client Success Manager in fintech enhancing B2B client relationships. Driving strategic initiatives and product roadmap decisions through client insights and analytics.
Responsibilities
- Own strategic accounts as primary relationship owner, anticipating client needs and building trust through transparency during both wins and crises
- Identify patterns across your book of business and act as intelligence engine for Product and Account Management, translating frontline insights into product roadmap decisions and surfacing expansion opportunities
- Lead monthly performance reviews that teach clients something new, moving beyond reporting to diagnosing root causes and proposing evidence-based solutions
- Coordinate audit processes end-to-end with zero missed deadlines and resolve complex issues with speed and clarity
- Turn individual client wins into repeatable playbooks and partner with Client Operations to fix systemic friction
- Document what works and elevate team performance through knowledge sharing and scalable processes
Requirements
- 4+ years in high-touch B2B client success, strategic account management, or management consulting with enterprise clients - deep experience with fewer strategic accounts vs. managing long lists of transactional relationships
- Track record of controlling narratives with enterprise clients during both wins and crises: maintained trust when things broke, preempted escalations through transparency, turned detractors into advocates
- Demonstrated analytical capability: used SQL, Excel, or BI tools (Mode, Looker, Tableau) to structure messy client data into insights that changed behavior - not just reported metrics but diagnosed problems
- Cross-functional influence without authority: partnered with Product, Operations, Compliance to ship improvements that became team-wide best practices - drove outcomes, not just flagged issues
- Evidence of improving client outcomes through process innovation: built systems that scaled beyond their book of business, turned individual wins into repeatable playbooks.
Benefits
- Offers Equity
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