Client Success Manager

About the role

You are responsible for managing post-onboarding client relationships to ensure optimal satisfaction and retention. You will conduct regular check-in meetings to assess evolving client needs and measure satisfaction levels. You maintain comprehensive and accurate client records within our CRM system to support strategic decision-making. You monitor client accounts vigilantly to identify data quality issues and resolve discrepancies promptly. You deliver training sessions to end user groups to foster deep product understanding and maximize adoption rates. You analyze factors that influence client churn and implement proactive measures to mitigate retention risks. You manage client renewal processes, facilitating timely discussions and ensuring smooth contract updates.

Key facts

What you'll do

• Conduct in-depth discovery sessions to uncover client objectives and uncover expansion opportunities.
• Serve as the primary point of contact for assigned clients, ensuring all inquiries are addressed efficiently.
• Perform thorough account reviews to identify trends, patterns, and potential areas for improvement.
• Develop and execute tailored success plans that align client goals with Arch's capabilities.
• Drive adoption of key features by orchestrating targeted training and enablement initiatives.
• Escalate complex client issues to relevant internal stakeholders while maintaining transparency.
• Collaborate with product and engineering teams to synthesize client feedback into actionable insights.
• Coordinate with sales teams to identify cross-sell and upsell opportunities within existing accounts.
• Analyze product usage data to identify at-risk accounts and implement corrective actions.
• Prepare detailed status reports and executive summaries to communicate client health metrics.
• Facilitate quarterly business reviews to reinforce value and discuss strategic initiatives.
• Support clients during critical events such as audits, fundraising cycles, and reporting deadlines.
• Assist in the development of internal documentation and playbooks for client interactions.
• Champion client-centricity across the organization to reinforce Arch's service standards.
• Maintain awareness of industry trends and competitor offerings to position Arch effectively.

Requirements

• Hold a bachelor's degree in business, finance, or a related field.
• Bring a minimum of 3 years of experience managing client relationships in a professional setting.
• Demonstrate exceptional communication skills, both written and verbal, across diverse audiences.
• Exhibit strong interpersonal abilities to build trust and rapport with executive-level stakeholders.
• Possess robust problem-solving abilities and an acute attention to detail.
• Show the capacity to work independently while thriving in a fast-paced, dynamic environment.
• Display resilience and adaptability when navigating ambiguous or challenging situations.
• Commit to delivering high-quality work consistently and meeting strict deadlines.
• Align with Arch's values of ownership, collaboration, and continuous improvement.
• Have experience managing portfolios of institutional clients or sophisticated investors.
• Understand the fundamentals of capital markets and alternative investment structures.
• Be comfortable working with data sets and interpreting quantitative information.
• Have strong organizational skills to manage multiple priorities simultaneously.
• Exhibit professionalism and discretion when handling confidential information.

Nice to have

• Previous work in wealth management, a family office, fund management, accounting, or a related financial field.
• Familiarity with terms such as capital calls, IRRs, recallable distributions, or K-1s.
• Knowledge of SQL or a demonstrated willingness to learn SQL concepts.
• Completion of finance or accounting courses that provide foundational business knowledge.

Practical notes

• This is a full-time position based primarily in New York City.
• Some roles may be open to candidates based in Boston, depending on specific job listings.
• The position may require occasional evening and weekend work to align with client service level agreements.
• Travel is not expected as part of the standard responsibilities for this role.
• Candidates must be authorized to work in the United States without sponsorship.
• This role is not eligible for visa sponsorship at this time.
• The application process will prioritize candidates located in or willing to relocate to the specified office.
• Hires are expected to start within a defined timeframe once the position is filled.

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.

The Client Success Manager plays a critical role in nurturing and expanding client relationships. You will be an early employee who can help shape and grow our company and approach to Client Success as we expand and scale our reach to new users. You will manage post-onboarding account management, ensuring clients receive the highest level of service and support. This position requires a professional who can balance strategic thinking with meticulous execution. You will interact directly with clients representing some of the most sophisticated investors in the market. Your work will influence product adoption, retention, and expansion revenue. You will have the opportunity to define processes and best practices in an emerging function. This role demands a high degree of ownership, creativity, and collaboration. You will contribute to building a world-class client success organization from the ground up. Your impact will be visible across the entire client lifecycle.