Senior Client Success Manager

January is a New York City-based company building data-driven products that help financial institutions streamline collections and support borrowers with compassionate paths to regain financial stability. The Senior Client Success Manager owns a small set of strategic enterprise accounts and turns client feedback into scalable systems and product intelligence. The role focuses on proactive partnership, issue resolution, and identifying expansion opportunities.

• Own 5–7 strategic accounts as the primary relationship owner, anticipating needs and building trust through transparent communication during wins and crises.
• Identify patterns across the portfolio and translate frontline insights into product roadmap input and expansion opportunities.
• Lead monthly performance reviews focused on root-cause diagnosis and evidence-based recommendations, not just reporting.
• Coordinate end-to-end audit processes, ensuring zero missed deadlines.
• Resolve complex client issues quickly with clear communication and structured follow-through.
• Create repeatable playbooks from client wins and partner with Client Operations to reduce systemic friction.
• Document best practices and share knowledge to improve team performance through scalable processes.

• 4+ years of experience in high-touch B2B client success, strategic account management, or consulting with enterprise clients.
• Experience managing a smaller book of strategic accounts (ideally 5–15) rather than high-volume transactional relationships.
• Proven ability to manage executive/enterprise client narratives during both wins and crises, including preempting escalations and rebuilding trust.
• Analytical skills with familiarity using SQL, Excel, and/or BI tools such as Mode, Looker, or Tableau to turn messy client data into actionable insights.
• Demonstrated cross-functional influence with Product, Operations, and Compliance to drive improvements and best practices without direct authority.
• Evidence of improving client outcomes via process innovation, building scalable systems, and turning individual wins into repeatable playbooks.

• Hybrid role based in the company’s New York office.
• Compensation range listed as $120K–$170K annually.
• Equal opportunity employer with a stated commitment to diversity, inclusion, and equitable compensation.