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Senior Client Success Manager

New York, New York, United States

At January, we're transforming the lives of borrowers by bringing humanity to consumer finance. Our data-driven products empower financial institutions to streamline their collections, providing borrowers with straightforward and compassionate solutions to regain financial stability and control over their lives. We're not just expanding access to credit. We're restoring dignity and paving the way for millions to achieve financial freedom.

We are hiring a Senior Client Success Manager (CSM) to support our Client Success team in delighting our largest clients and expanding the business we do with each client in a resource-effective manner. This role will also be vital in sourcing and addressing client feedback in the team so that we’re continuing to raise the bar. 

Your impact:

  • You will serve as the single threaded owner of a subset of client relationships, responsible for ensuring that our clients achieve (and exceed!) their results. 
  • You will own these relationships end-to-end, from day to day request management and issue resolution to proactive risk identification/tracking/mitigation. 
  • You will actively analyze and interpret performance data, which informs how we present data-driven insights to our clients to drive growth.  
  • You will continuously seek client feedback, and work closely with our Product teams to turn the highest impact client feedback and requests into process and product improvements. 
  • You will identify both windows of opportunity and potential points of friction as it relates to growing with each of our clients. You are effective at proactively raising both with the team in a structured way and executing against the highest impact opportunities.  
  • You will serve as the "voice of the client" within January, as it relates to the clients that you own. The team will look to you to understand things like client sentiment, how we stack up competitively, what's working, what isn't, and where our biggest pain points and opportunities lie.

 

You may be a fit if: 

  • 4+ years of experience in B2B client service, customer success or strategic account management supporting high-touch enterprise clients, preferably at a startup with a consumption-based model. 
  • Your experience working with clients has been high touch and consultative. You've worked deeply with fewer high impact clients vs. owning a longer list of low touch clients.  
  • You're excited about the opportunity to support a fast growing technology startup using customer success as a key lever of growth for the business. You’re comfortable with a fast-paced environment that provides you with the right balance of autonomy and guidance.
  • Your innate ability to communicate clearly and persuasively (written, verbal, and through presentation) enables you to establish trust and build rapport across organizations, but you're not afraid to be direct and ask hard questions to create more productive conversations. 
  • You are an effective cross-functional collaborator with a track record of maintaining, and even improving, strong systems between Client Success and other internal teams like Product, Compliance and Operations. 
  • You're analytically-minded. You're energized by operating in the weeds, but you find the signal in the noise. You've leveraged tools like Excel, SQL and/or visualization dashboards (e.g. Mode, Looker, Tableau) to translate disparate data into clear, actionable business insights.
 
January believes in doing its part to help close the wage gap that continues to plague much of the US workforce. We offer transparent and equitable compensation packages to all existing and future January team members.
 
Our compensation range for the Senior Client Success Manager role is $135,000 to $160,000. We determine the final package by considering experience, applicable education and training, and relevant skills derived throughout our interview process.This role also includes a competitive equity package, giving you a chance to feel true ownership of your work. 

January prioritizes the safety and well-being of our team members and, as such, requires all employees who work from or visit a January office to have proof of COVID-19 vaccination or provide a valid medical or religious exemption.

What we can offer you:

  • Pet-friendly office (only in NYC, for now!)
  • Competitive equity packages, giving you a chance to feel true ownership of your work
  • Flexible PTO so you can take the time you need to rest and recharge
  • Hybrid work model, where our team comes in 3x a week
  • Flexible work hours for better work/life balance
  • 12 weeks fully paid new parent leave program for all employees to enjoy bonding time
  • Free lunches for team socializing activities
  • Annual learning and development budget to invest in your professional growth
  • 401k so you can invest in your future
  • Gym membership reimbursement
  • Medical, dental, and vision insurance
  • Free access to One Medical 
  • Free access to the mental well-being platform Spring Health plus 3 free virtual sessions with a Spring Health licensed therapist
  • Commuter benefits for your travel to/from the office
  • Endless growth opportunity and the ability to take on new and exciting challenges

Recognitions:

  • Built In's Best Startups to Work For in New York (2023)
  • Built In's Best Startups to Work For in New York (2024)
  • Built In's Best Startups to Work For in San Francisco (2023)
  • Built In's Best Startups to Work For in San Francisco (2024)
  • Crain's Best Places to Work in NYC (2022) 
  • Crain's Best Places to Work in NYC (2023)
 
To learn more about what it’s like to work with us, check out our Glassdoor reviews. We think our track record speaks best.
 
January is an equal opportunity employer and does not discriminate on the basis of race, color, creed, ethnicity, sex, gender identity, sexual orientation, religion, disability, age, veteran status, or any other category protected by law.
 
At January, we believe that diversity of outlooks, demographics, identities, and life experiences enable companies to build the best products. More diversity means more empathy with different types of people. This matters a lot for us, since so many borrowers in financial distress with whom we engage come from underrepresented backgrounds. We practice what we preach and look forward to continuing to grow and build on our already diverse team.

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