About the job
At January, we are dedicated to revolutionizing consumer finance by infusing humanity into every interaction. Our innovative, data-driven solutions empower financial institutions to enhance their collections processes, providing borrowers with clear, compassionate pathways to regain control over their financial futures. We are not just increasing access to credit; we are restoring dignity and affording millions the opportunity to achieve true financial independence.
About the Role
As the Senior Client Success Manager, you will play a pivotal role in transforming client relationships into a key competitive advantage for January. Your responsibility will extend beyond mere account retention; you will extract invaluable insights that will inform our product development and client service strategies. You will manage 5-7 strategic accounts that present significant potential along with operational challenges. Your goal is to establish scalable client management systems that maintain a personal touch, transition our approach from reactive to proactive, and create a framework that converts client feedback into actionable product decisions and market intelligence.
Collaborating closely with Operations, Product, Compliance, and Sales teams, you will tackle complex issues swiftly, identify patterns that might go unnoticed, and uncover expansion opportunities before they are articulated by clients. You thrive on challenging conversations, master the art of precise communication—whether it's de-escalating issues or crafting replicable playbooks—and excel at prioritizing conflicting demands.
What You'll Do
Serve as the primary relationship steward for strategic accounts, proactively anticipating client needs and fostering trust through transparency in both success and crisis.
Detect patterns within your portfolio of accounts, functioning as an intelligence resource for Product and Account Management by translating frontline insights into product roadmap strategies and identifying growth opportunities.
Lead monthly performance reviews that provide clients with new insights, advancing from mere reporting to diagnosing root causes and proposing data-driven solutions.
Manage audit processes from start to finish with impeccable attention to deadlines, swiftly resolving complex issues with clarity.
Transform individual client successes into standardized playbooks and collaborate with Client Operations to address systemic friction points.
Document successful strategies and enhance team performance through knowledge sharing and scalable processes.
What We're Looking For
A minimum of 4 years of experience in high-touch B2B client success, strategic account management, or consulting with enterprise clients: ...

