Customer Success Manager • Senior

Who you are

You have a proven track record in client success management, with a strong ability to build and maintain strategic relationships. Your experience includes managing multiple accounts and understanding client needs deeply, allowing you to anticipate challenges and provide tailored solutions. You thrive in environments where you can turn client feedback into actionable insights, helping shape product development and improve service delivery. Your communication skills are exceptional, enabling you to articulate complex ideas clearly and effectively, whether in writing or during discussions with clients and internal teams. You are adept at navigating challenging conversations and can handle escalations with professionalism and tact.

What you'll do

As the Senior Client Success Manager, you will own several strategic accounts, acting as the primary relationship owner. Your role involves anticipating client needs and building trust through transparency, especially during both successes and crises. You will identify operational gaps within client accounts and work collaboratively with cross-functional teams to resolve complex issues swiftly. Your focus will be on creating client management systems that scale while maintaining a personal touch. You will shift the organization from a reactive to a proactive partnership model, ensuring that client feedback is systematically gathered and utilized to inform product decisions. Additionally, you will surface patterns and insights that can lead to expansion opportunities, helping to drive growth for both the clients and January.

What we offer

At January, we are committed to transforming consumer finance by providing compassionate solutions to borrowers. We offer a supportive work environment where all team members are valued and encouraged to contribute their unique perspectives. We believe in diversity and inclusion, and we welcome individuals from all backgrounds to apply. Join us in making a meaningful impact in the lives of consumers and help us restore dignity and financial freedom to millions.