Client Success Manager (NA)

Description

About the Team

At FundApps, our Client Services team is made up of over 20 professionals specialising in Implementation, Client Success, and Client Experience, based across New York, London and Singapore.

With a client satisfaction rating of 100% and a Net Promoter Score (NPS) of 58, we’re proud of the trust we’ve built with our clients. We’re now looking for a Client Success Manager in New York to help us scale while maintaining our outstanding levels of client satisfaction and NPS.

Your Mission

We’re committed to building a team that’s as exceptional as the clients we serve. As part of the Client Success team within Client Services, you’ll ensure our clients get maximum value from our products and services. While the objectives align with what you’d expect from most Client Success roles — driving understanding, adoption, and satisfaction — our approach makes particular use of technology, automation, data, and scalable strategies.

This role requires a balance of technical know-how, data analysis, communication, and strategic thinking. Success will be measured not only by client satisfaction, but also by how efficiently and effectively those outcomes are achieved.

What You'll Be Working On

Client engagement : Develop best practices for client success, build strong relationships, and maintain consistent touchpoints with clients throughout their journey.

Spotting ARR opportunities : Identify clients with growth potential and expand their use of our services.

Driving process excellence : Ensure all client interactions are accurately recorded in our CRM and that systems are regularly updated and maintained.

Providing data-driven insights : Analyse client data to assess health, implement strategies that drive adoption and satisfaction, and reduce churn risks.

Improving our services : Work with Product and Regulatory Content teams to communicate client needs and propose product improvements. Collaborate with the Client Experience team to identify recurring support issues and create scalable solutions, promoting self-service and enhancing our resources.

Continuous learning : Build expertise in our products, deepen your understanding of financial concepts, and commit to ongoing learning and development.

What You'll Bring To The Team

Relevant background : At least 2 years’ experience in Client Success or Technical Account Management, ideally within a financial SaaS or RegTech company. Strong knowledge of client management systems, processes, and metrics.

Industry knowledge : Experience working with asset managers, hedge funds, pension funds and / or banks.

Proactive mindset : Comfortable in a fast-moving, challenging environment. Resourceful, adaptable, and focused on delivering value and building long-term client relationships.

Technical acumen : Ability to quickly grasp technical concepts, including financial instruments, trading terminology, and Shareholding Disclosure and Aggregation methodology.

Communication skills : Excellent written and verbal communication, strong organisational skills, and a dedicated, solutions-focused attitude.

A Few Things To Know Before You Apply

Salary

The base salary for the role is $80000 - $100000 per annum and an offer would be made based on your experience and career level.

Work Eligibility

We require candidates to have permission to work in the US without visa sponsorship.

We work hybrid and ask that new FundAppers spend 3 days per week at our shiny New York office during their first 6 months, to make the most of getting to know the business and other FundAppers.

After that, our policy is at least 1 day per week in the office, though in practice, most teams come in 2 days a week to collaborate, connect, and make the most of our shared space.

Life at FundApps

🕐 Work / life balance with flexible hybrid working

🍏 Private medical and dental insurance

💚 Wellbeing benefits such as private health insurance, life insurance, a flexible stipend and mental health coaching

💰 Peer micro-bonuses through Bonusly

🎓 $1,300 learning budget each year and unlimited professional development leave

💡 Peer-led ‘Brown-bag lunch’ learning sessions and annual Learning Festival

🚢 25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years

🧳 5 Years @ FundApps - additional 4 weeks paid holiday leave during your 5th year as a FundApper

👶 26 weeks leave for all new parents regardless of gender, location or family structure

❤️ Volunteering leave

🎁 Birthday off

👩🏾🌈👦🏼🌏👵🏼👳🏽👽

We are proud of the diversity of all FundAppers - it makes us strong. We provide flexibility around religious observances and embrace a variety of cultural celebrations! If you’re looking for a workplace where you can just be yourself, you’re in the right place.

Your Privacy

Any information you submit through our job application process will be used for the purposes of assessing your fit for a role at FundApps. We may also retrieve and store information from your public social media profiles for the same purpose. By applying for this position, you consent to your data being processed in accordance with the FundApps privacy policy .

FundApps is a company powered by experts, with a client community of 1000s and a culture underpinned by ethics. Oh - and we make the best regulatory software so our clients can  “get a good night’s sleep now they have FundApps’❃[real client quote]

Many lawyers, ex-regulators, info sec and other experts work for the B Corp that is FundApps. We are all about future-proofing our compliance monitoring and reporting software so we can always monitor the £19trn (and growing) of AuM for the industry’s most active and happy global compliance community [we get top notch NPS + CSAT scores year after year].

Good people, good business, good ethics. We are FundApps.