Client Success Officer

Build trusted partnerships with sophisticated clients and help shape an exceptional end-to-end service experience. You will sit at the center of execution, communication, and continuous improvement—bringing the right teams together to deliver outcomes. This role offers meaningful visibility, variety, and the opportunity to influence how we serve and grow key relationships. Join a collaborative environment where your client focus and operational discipline can make a measurable impact.

Job summary

As a Client success officer in the Client Success team, you manage end-to-end post-sales client relationships for a portfolio of complex clients. You partner closely with coverage, product, implementation, service, operations, risk, and control stakeholders to deliver a consistent, high-quality client experience. You help drive retention and responsible growth by coordinating onboarding, resolving escalations, and improving day-to-day service routines. You bring structure to complex workstreams, communicate clearly across stakeholders, and help clients achieve successful outcomes.

Job responsibilities

• Contribute to strategic client reviews and long-term planning, and partner with coverage and sales teams on growth opportunities
• Manage and resolve client escalations, issues, and service risks through coordinated action plans
• Coordinate and project manage product implementations and service-related deliverables
• Prepare relationship review materials, including clear summaries and client-ready visualizations from available data sets
• Maintain recurring relationship management routines (e.g., touchpoints, action tracking, and follow-ups)
• Lead project meetings for large implementations and manage plans for changes such as migrations and pricing updates
• Partner with risk and control stakeholders on client-related risk topics, including fraud prevention support where applicable
• Coordinate and support responses to client requests for proposals (RFPs), where applicable
• Participate in prospect and client meetings to explain the service model and set clear expectations
• Coordinate setup, invoicing, and billing activities for treasury and cash management products
• Partner with operational teams to support onboarding and periodic client reviews, including Know Your Client (KYC) refresh activities as required

Required qualifications, capabilities and skills

• Bachelor’s degree or 5 years of experience in business operations, client service, sales support, or a related role
• Experience supporting treasury and cash management products and services
• Experience interacting directly with clients, including setting expectations and communicating effectively in complex situations
• Demonstrated ability to collaborate in cross-functional teams, manage conflict constructively, and adapt to change
• Experience managing client issue resolution, including coordinating internal stakeholders to deliver timely outcomes
• Ability to influence and mobilize cross-functional partners and communicate effectively with stakeholders at multiple levels of seniority
• Working knowledge of Microsoft Office (including Excel, PowerPoint, and Project)
• Experience using collaboration tools (e.g., Zoom or Webex) to support effective client discussions

Preferred qualifications, capabilities and skills

• Master of Business Administration (MBA)
• Project management certification (e.g., PMP)
• Ability to produce clear, quantifiable management reporting and basic performance insights
• Demonstrated ability to identify opportunities for AI and automation integration within operational workflows, including experience evaluating, implementing, or governing AI-driven solutions to achieve scalable process improvements and strategic objectives.

Additional information

• Final job grade and officer title will be determined at time of offer and may differ from this posting.
• Some travel required (20%) to visit clients and internal partners.
• Please note this role is not eligible for employer immigration sponsorship.