Manager, Client Experience

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes. 

Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information. Enter, Arch.

Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes. 

We are a fast-growing, dynamic team of 200+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.

We’re looking for a Manager, Client Experience to help lead and scale Arch’s post-onboarding client experience function.

In this role, you’ll be responsible for both owning the day-to-day client experience and leading a team of Client Experience Strategists who manage relationships beyond onboarding. You’ll partner closely with Account Management, Implementations, Product, and Operations to ensure our highest-touch client segments, including Family Offices and ultra-high-net-worth clients, receive a seamless, proactive, and high-quality experience.

This role is ideal for a hands-on leader who enjoys coaching teams, building structure, and working directly with clients in complex, fast-moving environments.

• Roll out and continuously improve structured client experience programs, including service models, engagement frameworks, and operating playbooks.

• Systematize how Arch supports different client types to improve consistency, efficiency, and scalability.

• Identify opportunities to improve workflows, tooling, and internal processes.

• Oversee ongoing client relationships, including check-ins, health monitoring, escalations, and renewals.

• Manage a portfolio of high-priority client relationships while supporting team-wide delivery.

• Ensure accurate and up-to-date client records, workflows, and communication standards.

• Identify expansion opportunities across new features, products, and broader firm adoption.

• Monitor drivers of churn and proactively mitigate risk.

• Surface and prioritize client feedback and product requests in partnership with Product and Engineering.

• Maintain best-in-class data quality, reporting accuracy, and delivery standards.

• Oversee ongoing client data updates and operational workflows.

• Support occasional evening or weekend coverage as part of Arch’s operating rhythm and service commitments.

• Partner with Implementation teams to strengthen handoffs into post-onboarding ownership.

• Work closely with Account Management and Operations to align priorities and execution.

• 5-10+ years of experience in Client Success, Account Management, Customer Success, or a related client-facing role.

• 1–3+ years of people leadership experience, including coaching, feedback, and performance development.

• Proven ability to manage high-touch, high-stakes client relationships and lead teams supporting complex accounts.

• Strong organizational and project management skills, with the ability to balance competing priorities.

• Clear, confident communicator who can build trust with both clients and internal stakeholders.

• Comfortable operating in ambiguity, with a bias toward action and building structure where needed.

• Advanced Excel skills for analysis, tracking, capacity planning, and reporting.

• Experience working in startup or high-growth environments.

• Exposure to or interest in fintech and data-driven products.

• Experience in wealth management, private banking, family offices, fund management, or accounting.

• Experience with SQL or interest in developing data analysis skills.

All of our full-time roles are based onsite at our New York City office, where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections, collaborate effectively to solve challenges, and foster an engaging environment focused on shipping product and delivering exceptional service to our clients.

We encourage applicants currently located in or willing to relocate to the NYC area to join us in this exciting, hands-on workspace.

• Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.

• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.

• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.  

• Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.

• Great office - we’ve invested in a great space for the Arch team to come together, at 18th and Park in Manhattan (the old Buzzfeed / NYT headquarters).

• Lunch is on Us - Grab lunch on us while you’re in the office and take a break to laugh, brainstorm, or just hang out with your teammates over a meal.