Client Success Manager

We’re hiring a Client Success Manager to own a portfolio of small-to-mid-size financial institution clients. You’ll sit within our Client Success team, reporting to the Chief Commercial Officer (CCO), and serve as the dedicated CSM for your assigned accounts — driving onboarding, adoption, health scoring, retention, and satisfaction.

This is the right role for someone with 2–4 years of client success or account management experience in FinTech or financial services who is ready to take full ownership of a book of business and build a career in the CS function.

What You’ll Do:Client Onboarding & Adoption

• Guide new financial institution clients through a structured onboarding process, ensuring a smooth launch and rapid time-to-value.
• Deliver tailored product training and enablement sessions to drive deep platform adoption across client teams.
• Build client success plans that connect Halcyon’s platform capabilities to each institution’s specific operational goals.

Ongoing Relationship Management

• Serve as the primary CSM for a portfolio of small-to-mid-size financial institution accounts.
• Conduct regular check-ins, health reviews, and quarterly business reviews (QBRs) to maintain strong engagement and demonstrate ongoing value.
• Build trusted relationships with day-to-day client contacts and begin developing multi-threaded connections across client organizations.

Health Scoring & Churn Prevention

• Monitor account health indicators including platform usage, engagement frequency, and satisfaction signals.
• Proactively identify at-risk accounts and develop action plans to address concerns before they escalate.
• Maintain an accurate and current view of portfolio health in the CRM at all times.

Retention & Expansion

• Own client retention for your assigned portfolio, driving high renewal rates through consistent value delivery.
• Identify upsell and cross-sell opportunities and surface them to the Chief Commercial Officer (CCO).
• Support renewal conversations with platform utilization data and documented client outcomes.

Issue Resolution & Cross-Functional Collaboration

• Handle client inquiries and service requests promptly, coordinating with Support and Product teams as needed.
• Escalate complex technical or commercial issues appropriately while maintaining client confidence throughout the process.
• Relay client feedback and recurring themes to the Director and Product teams to inform platform improvements.

Reporting & CRM Hygiene

• Log all client activity, health updates, and pipeline notes accurately in the CRM.
• Track and report on adoption rates, health scores, engagement metrics, and NPS for your portfolio.
• Contribute to team-level reporting on portfolio trends and retention performance.

Qualifications:

Required

• 2–4 years of experience in a client success, customer success, or account management role — ideally at a SaaS or FinTech company.
• Familiarity with financial institution operations, mortgage lending, or banking technology; direct experience in the space is a strong plus.
• Demonstrated ability to manage a portfolio of B2B accounts with high responsiveness and attention to client health.
• Working knowledge of CS fundamentals: onboarding, adoption tracking, health scoring, QBRs, and churn prevention.
• Proficiency with CRM tools (Salesforce, HubSpot, or similar) and comfort using data to inform account decisions.
• Strong written and verbal communication skills, with confidence presenting to client stakeholders in a remote setting.
• Highly organized self-starter who can manage multiple accounts and priorities without close supervision.

Preferred

• Background supporting onboarding or implementation of a B2B SaaS platform.
• Familiarity with tax compliance, mortgage underwriting processes, or financial institution technology ecosystems.
• Bachelor’s degree in Business, Finance, Communications, or a related field (or equivalent professional experience).How Success is Measured
• Client retention rate across managed portfolio
• Onboarding completion rate and time-to-value benchmark.
• Platform adoption and feature utilization scores.
• Client health scores and satisfaction ratings (CSAT / NPS)
• QBR completion rate and stakeholder engagement depth
• Expansion opportunities identified and handed to senior team
• CRM data accuracy and activity logging consistency
• Experience using AI tools, such as ChatGPT, Claude, etc. for analyzing data or produce work outputs.

Benefits:

• Competitive base salary commensurate with 2–4 years of relevant experience, plus performance-based bonus tied to retention and client satisfaction metrics.
• Equity ownership opportunity — meaningful participation in Halcyon’s long-term growth.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Red Bank, NJ-first culture with flexibility and autonomy.
• Dedicated professional development budget and direct mentorship from senior CS leadership.
• Collaborative, high-trust team environment with a clear and supported path to advancement.