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Client Success Manager - Assistant Vice President

Greenwich, CT, United States

iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services, approximately $218 billion in global client assets invested in 1,760 funds, as of January 2025.

 

iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2024); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a four-time winner of MMI/Barron’s Solutions Provider award (See link below). 

 

About the Role

iCapital is rolling out our new identity management platform focused on helping highly regulated financial institutions streamline their investor onboarding process including accreditation verification, Know Your Customer (KYC), and Know Your Business (KYB). Our platform offers state-of-the-art solutions that help these institutions comply with regulatory requirements, prevent fraud, and provide seamless, secure user experiences. With an emphasis on automation, security, and scalability, we’re driving innovation in the identity verification and compliance space.

This individual will work closely with our clients to ensure they receive maximum value from our Accreditation, KYC, and KYB services. You will be the trusted advisor, advocate, and primary point of contact throughout the client journey—from onboarding and implementation to ongoing success and optimization. The goal of this position is to ensure that clients not only meet their regulatory requirements but achieve their broader business objectives through the seamless adoption of our suite of identity solutions.

Responsibilities

  • Guide clients through the onboarding process, ensuring they have a smooth transition from initial engagement to full platform adoption.
  • Serve as the primary point of contact for assigned client accounts. Build and maintain strong, long-term relationships with key stakeholders, including compliance officers, investor relations teams, legal teams, and technical teams at financial institutions and fintech platforms.
  • Work closely with clients to drive adoption of our platform’s features, ensuring they fully understand and leverage the capabilities of our KYC/KYB and accreditation solutions to improve their compliance workflows and end-client onboarding processes.
  • Identify potential challenges or areas for improvement before they become problems. Provide proactive, high-touch support to ensure that clients are consistently satisfied and that any technical or compliance issues are resolved quickly and efficiently.
  • Develop and deliver tailored training sessions, best practices, and educational resources to ensure that clients understand how to maximize the value of the platform.
  • Work closely with Product and Engineering teams to relay client feedback and ensure our solutions continue to meet evolving industry needs.
  • Stay up to date on KYC, KYB, and AML regulations and provide strategic guidance on how our platform supports compliance across different regions and industries.
  • Manage account renewals and upsell opportunities to help drive growth and retention within your book of business.
  • Monitor and track client health, usage metrics, and success indicators. Provide regular reports to leadership on account status, adoption rates, and customer satisfaction levels.

 

 

Qualifications

  • 6+ years in client-facing roles such as Client Success Manager, Account Manager, or Customer Success Manager, preferably in a SaaS or fintech environment. Prior experience with highly regulated industries (e.g., financial services, banking, insurance) is a plus
  • Solid understanding of KYC, KYB, and AML processes, and the role they play in financial institutions’ compliance frameworks. Familiarity with relevant regulations such as FATF, GDPR, CDD, EDD, etc
  • Exceptional communication skills, both verbal and written. Ability to clearly explain complex regulatory and technical concepts to clients, ranging from compliance officers to executive leadership
  • Proven ability to develop and maintain strong trust-based relationships with clients, including both technical and non-technical stakeholders
  • Strong analytical thinking and troubleshooting skills to proactively identify potential issues, provide actionable solutions, and ensure client success. Ability to interpret data and client feedback to drive improvements
  • Comfort working with SaaS platforms, APIs, and technical integrations. While you don’t need to be an engineer, you should be able to understand technical details, work closely with the technical team, and guide clients on how to integrate our platform with their systems
  • Excellent organizational skills with the ability to manage multiple accounts, prioritize tasks, and work on several projects simultaneously in a fast-paced environment
  • Experience working with financial institutions, fintechs, or highly regulated sectors is preferred
  • Certifications in compliance (e.g., CAMS, ACAMS) or identity management (e.g., Certified Identity Management Professional - CIMP) is preferred
  • Knowledge of investor onboarding workflows, biometrics, or AI-powered identity verification technologies is preferred
  • Familiar with identity verification vendors or platforms (e.g., Persona, Onfido, Trulioo)
  • Experience working with enterprise-level clients in highly regulated sectors is preferred
  • Experience working with a CSP tool (i.e. Vitally, Gainsight) is preferred

 

 

 

Benefits

The base salary range for this role is $ 110,000 to $ 140,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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