Client Success Manager

The role

You will own a portfolio of credit union and community bank clients end-to-end. You will drive product adoption, lead executive business reviews, manage renewals, and identify upsell opportunities.

What you will do

• Own a portfolio of credit union and community bank clients as the primary point of contact
• Build and maintain relationships with client stakeholders and executive sponsors
• Provide strategic recommendations to align solutions with client business objectives
• Conduct regular business reviews and executive meetings
• Lead onsite client engagements and prepare executive presentations
• Serve as the voice of the client internally to Product, Engineering, and leadership
• Drive product adoption by educating clients on features and best practices
• Identify and lead expansion opportunities within the portfolio
• Lead the renewal process including managing timelines and negotiating agreements
• Serve as the first line of response for client escalations

Required qualifications

• 5+ years of Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS
• Experience managing a portfolio of 20–30+ accounts simultaneously
• Excellent presentation and communication skills
• Experience leading executive business reviews, onsite meetings, and strategic planning discussions
• Track record of driving product adoption, renewals, and expansion opportunities
• Strong relationship management skills
• Ability to navigate complex client organizations
• Ability to stay calm under pressure during escalations
• Strong organizational skills

Nice to have

• Experience supporting financial institutions
• Experience working with credit unions, community banks, or digital banking platforms
• Familiarity with core banking systems (Corelation, Jack Henry Symitar, Fiserv Portico, CU Answers, or similar)
• Experience with digital banking platforms or financial technology products
• Experience using CRM and CS tools (Salesforce, Gainsight, ChurnZero, or similar)
• Experience supporting clients through platform migrations or major product launches

Benefits

• Competitive compensation
• Stock options
• 100% medical, dental, and vision premiums for individuals on base plan (USA)
• Significant contributions toward other plan options (USA)
• 100% extended medical, dental, and vision premiums for family under single plan (Canada)
• Retirement plan with 4% company matching
• 8 weeks paid parental leave for birthing parents
• 4 weeks paid parental leave for non-birthing parents
• 3-5 weeks PTO depending on tenure
• 5 health days
• 15 holidays
• End of year shutdown

About the company

Bankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. They provide modern digital banking products to help community banks and credit unions become tech-driven and digital first.