Senior Client Success Manager

At January, we're transforming the lives of consumers by bringing humanity to consumer finance. Our data-driven products help financial institutions streamline their collections, offering borrowers 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 giving millions of people the chance 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. 

• 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.

• 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.

As a New York City-based company, we are dedicated to transparent, fair, and equitable compensation practices that reflect our commitment to fostering an environment where all team members are valued and supported. We encourage individuals from all backgrounds to apply.

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, veteran status, or any other legally protected characteristic.