Director of Client Success

Bankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.

We are seeking a strategic and hands-on Director of Client Success to lead and scale our client success function. Reporting directly to the COO, this role will focus on aligning Bankjoy’s technology to power client growth, setting a clear framework to drive product adoption, and building long-term, trusted relationships with our clients.

The ideal candidate will have a track record of leading high-performing teams, designing scalable client success programs, and working cross-functionally to deliver exceptional client experiences.

Client Growth & Strategic Relationship Management

• Serve as an executive sponsor to a portfolio of key accounts, helping clients unlock the full value of Bankjoy’s platform to drive their strategic growth.
  

• Champion the voice of the client across the organization, ensuring their needs and goals shape how we deliver and evolve our solutions.
  

• Partner with Implementation, Product, Engineering, and Support teams to ensure client success is embedded across the organization.
  

Product Adoption & Success Frameworks

• Design and operationalize a scalable client success framework focused on driving adoption, engagement, and long-term satisfaction.
  

• Launch programs such as onboarding journeys, success plans, product usage metrics, QBRs, and education campaigns that guide clients to maximize Bankjoy’s value.
  

• Establish repeatable playbooks and tools to track and accelerate product adoption across our client base.
  

Team Leadership & Escalation Management

• Lead and coach the Client Success Management (CSM) team, providing support on client strategy, best practices, and skill development.
  

• Act as a senior point of contact for escalations, empowering the team while stepping in to support when necessary.
  

• Foster a culture of accountability, innovation, and proactive client engagement.
  

Cross-Functional Collaboration

• Establish a framework to work closely with Implementation team members to deliver a white-glove onboarding experience that sets clients up for long-term success.
  

• Partner with the Tech Support team to ensure smooth post-launch transitions and proactive resolution of client needs.
  

• Collaborate with Sales to ensure seamless handoffs and alignment on client goals.
  

• Provide structured feedback loops to Product and Engineering to influence roadmap decisions based on client insights.
  

• Work with Marketing to highlight client wins, drive engagement campaigns, and support client advocacy initiatives.
  

Measurement & Insights

• Define, track, and report on KPIs such as product adoption, engagement scores, retention, and client satisfaction.
  

• Deliver executive-level reporting on the health of the client base and opportunities for deeper impact.

• 5+ years of experience in customer onboarding, implementations, or project management within an enterprise SaaS or Fintech company

• Expert technical aptitude to quickly learn Bankjoy's applications and the business rules that govern banking to understand the context for integrations with customer systems.

• Strong customer focus and solutions-oriented mindset. Strong training delivery skills with an ability to earn the trust of customers.

• Experience using project management and customer relationship management systems such as Smartsheet 

• Desire to exceed goals and achieve results; satisfaction derived from meeting deadlines and finishing projects.

• Thrives in the fast-paced, dynamic start-up environment inherent to a high-growth technology company like Bankjoy

• Strong organization skills and a relentless attention to detail

• Excellent written and verbal communication skills.

We’re committed to keeping the process transparent and moving quickly, so feel free to ask questions along the way.

• A fast-paced and collaborative environment 

• Competitive compensation

• Stock options at a well-funded startup

• We cover 100% of medical, dental, and vision premiums for individuals on our base plan, with significant contributions toward all other plan options (USA).

• We cover 100% of extended medical, dental, and vision premiums for you and your family under our single, comprehensive plan (Canada).

• Retirement plan with 4% company matching

• 8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing

• 3-5 weeks PTO depending on tenure

• 5 health days

• 15 holidays

• End of year shutdown

• Performance-based bonuses

• Remote first culture

   

Bankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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