Client Success Manager (CSM) 100% Remote up to 30% Travel

Job Description

Summary of Position: As a Client Success Manager, you will be the principal advocate for our wealth management clients, ensuring they maximize the value they derive from the Docupace platform. You will develop robust client relationships, provide strategic consulting, drive adoption of our products, and uncover opportunities for further growth and innovation. You will also serve as a trusted advisor and collaborate cross-functionally with Product, Sales, and Operations teams to deliver superior client experiences. Why Join Us?

• Impactful Work: Help reshape the wealth management industry by delivering world-class Fintech solutions that empower both advisors and investors.
• Growth Opportunities: Access to ongoing learning and professional development opportunities, working alongside a talented, mission-driven team.
• Collaborative Environment: A culture that values innovative thinking, encourages collaboration, and supports mutual success.

Job Requirements Qualifications and Requirements

• Education:Bachelor’s degree in Business, Finance, Economics, or a related field. Master’s degree or MBA is a plus.
• Experience:
• 7+ years of experience in Client Success, Account Management, or Relationship Management roles, ideally within Wealth Management, Fintech, or Financial Services.
• Proven track record of managing complex client portfolios and driving client satisfaction, retention, and revenue growth.

Technical Skills:

• Familiarity with CRM tools (e.g., Salesforce) and customer success platforms.
• Understanding of financial services, SaaS, wealth management platforms, investment products, and regulatory requirements.
• Proficiency in data analytics and reporting tools (e.g., Excel, Power BI, Tableau) is a plus.

Soft Skills:

• Exceptional communication and presentation skills, with the ability to interface effectively withC-level executives.
• Strong problem-solving and analytical thinking abilities.
• Demonstrated leadership and team-building skills.
• Ability to work autonomously in a fast-paced, dynamic environment.

Job Responsibilities Essential Duties/Responsibilities: Strategic Relationship Management

• Serve as the primary point of contact and trusted advisor for key stakeholders within the client’s organization.
• Conduct regular business reviews to measure ROI, track progress against strategic objectives, and ensure alignment with the client’s goals.
• Proactively identify potential challenges and implement solutions or enhancements to improve the client experience.

Product Adoption & Training

• Advocate for the full range of platform features and capabilities to help clients optimize workflows and maximize value.
• In partnership withTraining, develop custom training programs and best practices for clients, ensuring efficient and effective use of platform tools.
• Use data analytics and user behavior insights to tailor training efforts and drive engagement.

Client Advocacy & Feedback Loop

• Act as the client’s voice within the organization, conveying client feedback, needs, and pain points to the Product, Engineering, and Leadership teams.
• Collaborate with Product Management to influence feature development and prioritize enhancements based on client impact and strategic value.
• Monitor industry trends and regulatory changes relevant to wealth management, advising clients and internal teams on potential adjustments or innovations.

Renewals & Growth

• Own the renewal and expansion process, identifying upsell/cross-sell opportunities that align with client business objectives.
• Develop and maintain account plans to achieve client retention, revenue growth, and expansion targets.
• Negotiate contract renewals and expansions in partnership with the Sales team, demonstrating a clear ROI to client stakeholders.

Team Collaboration

• Foster a culture of collaboration, knowledge-sharing, and continuous improvement across the Client Success team.
• Lead or contribute to special projects focused on improving Client Success operations, processes, and tools.

Reporting & Analytics

• Track and report on client health metrics, adoption rates, and satisfaction scores, using data to inform strategic decisions and priorities.
• Present periodic client status updates to internal and external stakeholders, outlining achievements, challenges, and action plans.
• Utilize client data to forecast potential risk areas and proactively devise mitigation strategies.

Physical Demands and Working Conditions:

• Sit – Frequent
• Stand- Occasional
• Walk - Frequently
• Lift/Carry 0-20 pounds – Occasional
• Lift/Carry over 0-20 pounds - Occasional
• Kneel/crouch, bend and /or stoop repeatedly–Occasional
• Ability to travel 20-30% to Docupace offices and client sites

Reasonable Accommodations: Applicants and employees who require reasonable accommodation to complete the duties and responsibilities described above should notify Human Resources. Disclaimer: The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Additionally, this document is not an employment contract. The company reserves the right to modify job duties or job descriptions at any time. Docupace is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Docupace are based on business needs, job requirements and individual qualifications, without regard to age, race, color, religion or belief, gender, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Job Benefits

• Competitive Compensation: Attractive salary, performance-based bonuses, health benefits, and other great perks!

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