Client Success Officer

About the Role

Be the hub of communication for high-impact client relationships. In this role, you will help clients navigate complex onboarding and service needs while strengthening trust and long-term partnership. You will collaborate across teams to solve problems quickly, improve the client experience, and support sustainable growth. If you enjoy coordinating stakeholders, translating needs into action, and delivering measurable outcomes, this role offers broad exposure and meaningful impact.

As a Client Success Officer in the Client Success team, you own the post-sales client relationship for complex corporate and institutional clients. You will partner with coverage, product, implementation, service, operations, and risk stakeholders to deliver a consistent, well-controlled client experience from onboarding through ongoing service. You will help drive retention and responsible growth by anticipating needs, managing escalations, and improving routines that increase client satisfaction.

Some travel is required (20%) to visit clients and internal partners.

Final job grade and officer title will be determined at time of offer and may differ from this posting.

Key Responsibilities

• Lead strategic client reviews and support long-term planning with coverage and sales partners to identify growth opportunities
• Manage and resolve client escalations and service issues through effective triage, communication, and follow-through
• Coordinate end-to-end onboarding and product implementations, including plans, timelines, and stakeholder alignment
• Facilitate project meetings for large implementations and migrations, including documentation of actions, risks, and decisions
• Maintain structured relationship management routines (cadence, service reviews, and issue tracking) to sustain engagement
• Prepare relationship review materials and client-ready summaries, including visualizations and insights from data sets
• Partner with risk stakeholders on relevant risk management activities, including fraud prevention support
• Coordinate and contribute to request for proposal (RFP) responses where applicable
• Participate in prospect and client meetings to explain the service model and reinforce post-sales value
• Coordinate setup, invoicing, and billing activities for treasury and cash management products and services

Requirements & Tech Stack

• Bachelor's degree or equivalent practical experience
• Relevant years of experience in business operations, client services, sales support, or a similar client-facing role
• Knowledge of treasury and cash management products and services
• Ability to communicate clearly with clients and internal partners to set expectations and drive timely outcomes
• Demonstrated ability to manage issue resolution, including mobilizing the right partners to deliver solutions
• Demonstrated ability to collaborate across functions and influence stakeholders at different levels, including senior leaders
• Proficiency with Microsoft Office tools (Excel, PowerPoint, and Project) for analysis, reporting, and planning
• Comfort using collaboration and virtual meeting tools to support effective client discussions

Preferred Qualifications

• Master of Business Administration (MBA)
• Project management certification (PMP or equivalent)
• Experience producing quantifiable management reporting and client performance metrics
• Experience supporting Know Your Customer (KYC) onboarding and periodic reviews in a regulated environment
• Demonstrated ability to identify opportunities for AI and automation integration within operational workflows, including experience evaluating, implementing, or governing AI-driven solutions to achieve scalable process improvements and strategic objectives.