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Bankjoy is a Y Combinator and Bessemer Venture Partner-backed fintech startup transforming how community banks and credit unions operate. The company provides modern digital banking products including mobile banking, online banking, account opening, loan origination, and conversational AI.
As a Client Success Manager, you will own a portfolio of 20–30+ credit union and community bank clients end-to-end. You'll drive product adoption, lead executive business reviews, manage renewals, identify upsell opportunities, and serve as the primary relationship owner for your accounts. You'll work closely with the Director of Client Success, Implementation, Tech Support, and Product teams to ensure clients maximize value from Bankjoy's platform.
Key responsibilities include:
**Client Relationship Management:** Own a portfolio of credit union and community bank clients as their primary point of contact. Build and maintain strong relationships with stakeholders from day-to-day administrators to executive sponsors. Become a trusted advisor by providing strategic recommendations aligned with client business objectives. Conduct regular business reviews and executive meetings to review platform performance, discuss future goals, and identify opportunities for additional value. Lead onsite client engagements with executive presentations and strategic discussions. Serve as the voice of the client internally, surfacing needs and feedback to Product, Engineering, and leadership.
**Product Adoption & Client Growth:** Drive product adoption by proactively educating clients on features, best practices, and new releases. Develop and execute strategic success plans aligned with each client's business objectives. Identify and lead expansion opportunities within your portfolio. Track and report on adoption metrics, engagement scores, and account health.
**Renewals & Retention:** Lead the renewal process including managing timelines, preparing proposals, presenting pricing recommendations, and negotiating agreements in partnership with the Director of Client Success. Proactively identify at-risk accounts and develop mitigation plans. Maintain high client retention by ensuring clients consistently see value. Develop account strategies that strengthen executive relationships and identify long-term growth opportunities.
**Escalation & Issue Resolution:** Serve as the first line of response for client escalations, triaging issues and coordinating with Tech Support, Product, and Engineering. Escalate to the Director of Client Success when needed. Follow up after resolution to ensure satisfaction and document learnings.
**Cross-Functional Collaboration:** Partner with Implementation during onboarding. Work closely with Tech Support for timely issue resolution. Collaborate with Product to surface client feedback and enhancement requests. Support Marketing with case studies and advocacy opportunities.
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.
**Requirements:**
- 5+ years of Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS (experience supporting financial institutions strongly preferred)
- Experience managing a portfolio of 20–30+ accounts simultaneously with high 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 ability to build trust and credibility across operational and executive stakeholders
- Ability to navigate complex client organizations and build relationships across multiple stakeholder levels
- Comfortable with escalations—stay calm under pressure, communicate clearly, and drive resolution with urgency
- Strong organizational skills to manage multiple priorities and client needs simultaneously without losing attention to detail
- Experience with credit unions, community banks, or digital banking platforms is a strong plus
**Nice to Have:**
- 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
