Client Success Manager

Job Purpose:
As a trusted advisor and strategic partner, the Client Success Manager is responsible for ensuring our credit union clients achieve measurable outcomes and long-term success through the effective use of our Movemint platform. This role focuses on building strong, consultative relationships with key stakeholders, driving product adoption, and aligning our solutions with each client’s strategic goals. The CSM plays a critical role in client retention and growth by proactively identifying opportunities, mitigating risks, and delivering insights that demonstrate clear ROI. By combining FinTech expertise, operational excellence, and a deep understanding of client needs, the CSM helps transform customer relationships into lasting partnerships. This role requires a passion for innovation, a collaborative mindset, and a commitment to delivering exceptional client experiences that drive both client and company success.

Job Responsibilities:
- Partner with Client Success leadership to define, evolve, and continuously improve the strategy, processes, and best practices that guide our client engagement model.

- Build and maintain trusted, long-term relationships with key stakeholders and executive sponsors across a portfolio of credit union clients.

- Lead strategic renewal conversations by demonstrating clear ROI, aligning with client goals, and ensuring a seamless contract experience.

- Understand each client’s strategic objectives and provide tailored recommendations to optimize their use of the Movemint platform.

- Identify and pursue opportunities for product expansion through upsell and cross-sell, aligned with client needs and business outcomes.

- Monitor campaign performance, product adoption, and engagement metrics to proactively identify risks and execute mitigation playbooks.

- Track, forecast, and report on key account metrics, including campaign cadence, digital adoption, and revenue impact, to internal and external stakeholders.

- Collaborate with Product and Marketing teams to share client feedback, influence roadmap priorities, and stay informed on new feature releases.

- Serve as a product and domain expert, guiding clients through best practices and helping them realize the full value of their investment.

- Ensure accurate and timely billing by monitoring outstanding invoices and supporting resolution of payment issues.

- Maintain comprehensive documentation of client interactions, relationship milestones, and strategic plans in the CRM.

- Contribute to a culture of innovation and continuous improvement by exploring new ways to deliver value and enhance the client experience.

- Support cross-tenant insights and peer benchmarking by identifying trends, sharing best practices, and contributing to strategic reporting.

- Actively participate in internal initiatives that align with the department’s vision to transform Client Success into a growth engine.

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:
- Bachelor’s degree in a relevant field or equivalent professional experience.

- Proven success in client success, account management, or sales, ideally within the credit union or financial services industry (especially lending). We’re looking for someone who has led strategic client relationships and driven measurable outcomes

- Experience working with SaaS platforms or professional IT services, preferably in FinTech or a high-growth environment. You should be comfortable navigating technical conversations and aligning product capabilities with client goals, while also leading strategic discussions with executive stakeholders to drive long-term value.

- Demonstrated ability to build and scale account management relationships from the ground up, with clear impact on KPIs such as retention, product adoption, and revenue growth

- Demonstrated ability to communicate, present and influence credibly and effe