Client Success Officer

Be the hub of communication and help build deep and lasting client relationships. In this role, you will own the post-sales experience for complex client relationships and keep teams aligned around outcomes. You will partner across coverage, product, implementation, service, and risk teams to remove friction and drive timely resolution. You will help strengthen retention and growth by improving consistency, responsiveness, and transparency. If you thrive in structured problem-solving and cross-functional coordination, this role offers meaningful impact.

As a Client Success Officer in the Client Success team, you will own and manage the post-sales client experience for a portfolio of complex relationships. You will serve as a key liaison across internal partners to support onboarding, implementations, ongoing service needs, and issue resolution. You will help deliver a consistent, high-quality experience by driving clear communication, disciplined follow-through, and well-managed routines.

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 and issues by coordinating stakeholders and driving timely outcomes

- Coordinate and support project management for product implementations and service-related needs

- Prepare relationship review materials, including clear summaries and data visualizations from available data sets

- Maintain ongoing relationship management routines, including check-ins, action tracking, and follow-ups

- Facilitate project meetings for large implementations and manage planning for migrations and time-sensitive changes

- Partner with risk and control teams on relevant activities, including support for fraud prevention efforts

- Coordinate and facilitate responses to requests for proposal and participate where applicable

- Support prospect and client meetings by helping communicate the value of the service model and operating approach

- Address and coordinate setup, invoicing, and billing activities for treasury and cash management products

- Coordinate with coverage and operations partners to support onboarding of new clients and periodic client renewals, including client due diligence activities

Required qualifications, capabilities and skills

- Bachelor’s degree or 5 years of relevant experience in business operations, client service, sales support, or a related field

- Comprehensive knowledge of treasury products and services

- Demonstrated client interaction skills, including the ability to set and manage expectations

- Demonstrated ability to drive client issue resolution by mobilizing internal partners and delivering solutions

- Demonstrated team collaboration skills, including the ability to manage conflict and adapt to change

- Ability to collaborate across functions and interact with stakeholders at multiple levels, including senior leadership

- Proficiency with common productivity tools used for presentations, spreadsheets, and project tracking

- Comfort using virtual meeting and collaboration tools to support client discussions

Preferred qualifications, capabilities and skills

- Master of business administration (MBA)

- Project Management Professional (PMP) certification or equivalent project management certification

- Experience producing quantified reporting to support management decision-making

- 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.