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Senior VP, Client Success – Lead portfolio management, drive retention & growth, and shape client experience in Boston.
Strategic partner to C-level stakeholders, with deep expertise in fintech, CRM, and client lifecycle from onboarding to renewal.
In this role, you’ll make an impact in the following ways:
- Independently oversee a portfolio of existing client relationships, focusing on revenue retention, client experience, and revenue growth through a combination of deepening and expanding existing relationships.
- Monitor and manage client health metrics in collaboration with service teams.
- Build and maintain strong, strategic relationships with clients to foster loyalty, increase product stickiness, and support contract renewals.
- Act as a trusted advisor, understanding client goals, business needs, and technical landscapes to drive tailored adoption strategies.
- Serve as a key advocate for clients, addressing service or product-related concerns and ensuring timely resolution.
- Act as an escalation point for critical issues, collaborating with internal teams to drive solutions and enhance the client experience.
- Continuously assess and act on client satisfaction scores (NPS, CSAT) to improve the overall client experience.
- Gather and analyze client feedback to address friction points, prevent churn, and influence product development.
- Consult with clients/prospects on their strategic vision and use an in-depth understanding of the firm's solutions and value proposition to help achieve that vision.
- Establish and nurture a client community through events, forums, and networking opportunities.
- Provide strategic advice to executive stakeholders, ensuring alignment on business objectives and success strategies.
- Drive a customer lifecycle strategy from onboarding to adoption, expansion, and renewal.
- Support sales teams in contract renewals and expansion discussions, contributing to net revenue retention growth.
To be successful in this role, we’re seeking the following:
- 10+ years of experience in financial technology, financial services, or a strong understanding of fintech products.
- 5+ years of experience in client success, account management, or relationship management, with a proven track record of driving retention and/or growth.
- Strong executive presence and relationship management skills, with the ability to engage confidently with C-level stakeholders.
- Confidence to build and maintain strong relationships with key stakeholders, ensuring open, transparent, and value-driven conversations.
- Experience managing end-to-end client relationships, from onboarding through renewal.
- Expertise in presenting Quarterly Business Reviews (QBRs) and performance reports to executive stakeholders.
- Experience with CRM platforms for retention management, reporting, and engagement.
- Deep understanding of financial services clients, ideally buy-side, with experience in data management or accounting solutions as a plus.
- Ability to influence stakeholders at all levels, adapt to change, and drive strategic initiatives.
- Excellent verbal and written communication skills.
- Exceptional time management and organizational skills, with the ability to work under pressure and meet deadlines.
- Proactive, self-starter attitude, with enthusiasm for client success and business growth.
- Ability to translate client challenges into actionable business solutions.
- Strong negotiation and conflict resolution skills, ensuring positive outcomes for both clients and the business.
- Experience driving a customer-centric culture is a plus.
- Passion for continuous learning and staying ahead of industry trends to provide innovative solutions.
- A strategic mindset with the ability to balance short‑term wins with long‑term relationship‑building.