Client Engagement Manager

About the role

As a , you will be a vital part of our team, responsible for ensuring a seamless onboarding experience for our clients. Your primary focus will be to guide clients through the technical implementation of Rho's diverse product offerings, including banking, expense management, and accounting integrations. You will serve as the main point of contact during the onboarding process, helping clients understand and utilize our platform effectively. This role offers an exciting opportunity to work at the intersection of customer success, product development, and operations, contributing directly to Rho's rapid growth trajectory. You will collaborate closely with internal teams such as sales, product, engineering, and operations to refine processes, improve client experiences, and support the expansion of our customer base. Your efforts will help ensure clients are satisfied, engaged, and positioned to maximize the value they receive from Rho's platform.

Key facts

What you'll do

• Manage end-to-end implementation projects for new clients, ensuring that onboarding goals and timelines are achieved effectively.
• Act as the primary point of contact for clients during the onboarding phase, providing clear communication regarding project status, upcoming milestones, and addressing any concerns or questions.
• Deliver comprehensive training sessions and support to clients to ensure they are fully equipped to utilize Rho's platform and services confidently.
• Gather and analyze client feedback during and after onboarding to identify areas for process improvement, and work with internal teams to implement best practices.
• Facilitate the adoption of Rho's products by guiding clients through setup, integrations, and configuration processes.
• Collaborate with sales, account management, and technical teams to ensure smooth handoffs and continuous support throughout the client lifecycle.
• Work closely with product and engineering teams to relay customer issues, suggest product enhancements, and contribute to the development of new features or improvements.
• Assist in developing, documenting, and refining onboarding procedures, checklists, and best practices to streamline future implementations.
• Monitor client progress during onboarding, proactively addressing potential roadblocks and ensuring a positive experience.
• Drive customer satisfaction and retention by fostering strong relationships and demonstrating value through effective onboarding.
• Support the growth of the client success team by sharing insights, providing mentorship, and participating in strategic initiatives.
• Stay informed about new features, industry trends, and competitive offerings to better serve clients and provide valuable insights to internal teams.
• Contribute to the continuous improvement of internal tools, processes, and documentation related to client onboarding.
• Participate in cross-functional meetings to align onboarding strategies with overall company goals.
• Assist in onboarding new team members by sharing knowledge and best practices.
• Maintain detailed records of client interactions, onboarding progress, and feedback to inform ongoing process improvements.
• Ensure compliance with all relevant policies, procedures, and standards during client onboarding.
• Support special projects or initiatives related to client success, product launches, or operational improvements as needed.
• Demonstrate a customer-centric mindset, always aiming to enhance the client experience and foster long-term relationships.
• Be adaptable and open to feedback, continuously seeking ways to improve personal and team performance.

Requirements

• Bachelor's degree from an accredited institution.
• Minimum of 2 years of experience in a customer-facing implementation, onboarding, or client success role, preferably within a SaaS or B2B environment.
• Proven ability to manage multiple projects simultaneously while maintaining attention to detail and meeting deadlines.
• Strong communication skills, both written and verbal, with the ability to explain complex concepts clearly and effectively.
• Exceptional interpersonal skills and a customer-focused attitude.
• Demonstrated ability to build and maintain long-term client relationships.
• Analytical mindset with the ability to interpret data and feedback to drive improvements.
• Experience working with cross-functional teams, including sales, product, engineering, and operations.
• Ability to adapt quickly to changing priorities and work effectively in a fast-paced environment.
• Technical aptitude and comfort working with SaaS platforms, integrations, and related tools.
• Strong organizational skills and the ability to document processes and client interactions thoroughly.
• Self-motivated, proactive, and able to work independently with minimal supervision.
• Knowledge of banking, finance, or accounting technology is a plus but not required.
• Familiarity with project management methodologies and tools is advantageous.
• Ability to handle sensitive client information with discretion and professionalism.

Nice to have

• Prior experience working in a startup or high-growth environment.
• Bilingual skills or proficiency in additional languages.
• Experience with customer relationship management (CRM) systems.
• Knowledge of compliance standards related to banking or financial services.
• Familiarity with APIs, technical integrations, or software development processes.
• Background in operations or support roles related to SaaS platforms.

Skills & tools

• Excellent communication and interpersonal skills.
• Strong organizational and project management abilities.
• Analytical skills with a focus on process improvement.
• Technical aptitude with SaaS platforms and integrations.
• Ability to collaborate effectively across teams and functions.
• Customer relationship management skills.
• Problem-solving mindset and adaptability.
• Proficiency in documenting processes and client interactions.
• Ability to prioritize tasks and manage time efficiently.

Practical notes

• This is an on-site role based in NYC; candidates must be able to work in the office.
• The position offers a competitive base salary within the range of $115,000 - $125,000, with an on-target earnings (OTE) of $140,000 - $155,000.
• Benefits include equity, healthcare coverage, and paid time off.
• Candidates should be prepared to engage directly with clients, internal teams, and cross-functional stakeholders.
• The role requires a proactive approach to client success, process optimization, and team collaboration.
• No remote or hybrid options are specified; the role is on-site at the NYC office.
• Candidates should have a strong customer service orientation and a passion for technology and financial services.
• The position involves working in a fast-paced environment where adaptability and problem-solving are essential.
• Prior experience with SaaS platforms, integrations, or banking solutions is beneficial but not mandatory.
• The role may involve occasional travel for client meetings or industry events.
• Candidates must demonstrate professionalism, discretion, and a customer-centric mindset at all times.
• The company values diversity and encourages applicants from all backgrounds to apply.