InvestCloud, Inc.
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Client Success Manager
role at
InvestCloud, Inc.
What does a great Client Success Manager do? An InvestCloud Client Success Manager maintains deep customer relationships to drive account revenue retention and growth. By collaborating with internal partners, the Manager delivers exceptional service and a valuable solution. The role sits within our APL business unit, managing and defending a book of business aligned by customer segment within a geography. The CSM is accountable for the commercial close of all deals, retention of existing business, open larger solution opportunities, and partnership with Sales and Customer Success Managers.
Responsibilities
Make the Client Happy
Driving Relationship Governance to ensure client satisfaction at a personal level
Connect with business sponsor on a weekly basis while in delivery (monthly if not in delivery)
Maintain relationship powermap; build relationships with new sponsors if there is a change
Identify personal wins for the client and align InvestCloud actions with those wins
Driving Executive Governance – enforce executive governance on a monthly basis (quarterly if not in delivery) to ensure alignment on the relationship status and to drive resolution when necessary
Schedule preparation, ensure the right people are in the room from the client and from InvestCloud, and issue meeting minutes
Build long‑term trusted advisor relationships at C‑Suite and E‑Suite levels; identify personal wins and align them with InvestCloud delivery
Drive Operational and Service Excellence
Ensure alignment to business objectives, confirming that client business KPIs are met
Manage closure of open issues, working with relevant teams to drive resolution
Escalate outstanding issues to senior management, following the appropriate escalation path, flagging amber or red status as required
Ensure SLAs are in line; monitor for breaches and act accordingly
Conduct a weekly ticket review with the platform success team to drive ticket resolution
Defend Revenue
Manage the renewal process (timing, initiation, annual CPI increase, floor and incremental fees, liability clauses, and interaction with legal) to drive new value and maximize ARR
Manage account receivables, ensuring timely client payments for optimal cash flow
Monitor current platform usage and take action to drive and grow usage
Grow Revenue
Maintain a solid understanding of InvestCloud propositions to initiate conversations and raise interest
Drive growth by expanding InvestCloud footprint within accounts in terms of client relationships and product adoption
Develop, maintain, and execute on account plans
Identify upsell opportunities and collaborate with Sales to upsell or cross‑sell into accounts
Maintain white space on client accounts to support future growth
Basic Qualifications for Consideration
BA/BS degree required; MBA a plus
10+ years of financial services experience, preferably within Wealth & Asset Management client segments
Proven account management experience in a customer‑facing environment
Strong understanding of customers and their business models and workflows
Demonstrated selling skills (identity, develop and articulate a complex proposition/consultative selling)
Strategic thinker with strong negotiation skills
Experience using analysis, reporting, modeling, and forecasting to gather data for business decisions
About InvestCloud InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. In scale, the company’s clients represent more than 40% of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), InvestCloud is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse that scales across the complete wealth continuum. In 2024, InvestCloud was named CNBC World’s Top Fintech Company, confirming its commitment to innovation and client success.
Our Values
Client Connected
Human Centered
Technology Forward
Respect + Integrity
Excellence
The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and market data. Salary may also be adjusted based on geographic location. Salary range: $165,000 – $180,000
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
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Client Success Manager
role at
InvestCloud, Inc.
What does a great Client Success Manager do? An InvestCloud Client Success Manager maintains deep customer relationships to drive account revenue retention and growth. By collaborating with internal partners, the Manager delivers exceptional service and a valuable solution. The role sits within our APL business unit, managing and defending a book of business aligned by customer segment within a geography. The CSM is accountable for the commercial close of all deals, retention of existing business, open larger solution opportunities, and partnership with Sales and Customer Success Managers.
Responsibilities
Make the Client Happy
Driving Relationship Governance to ensure client satisfaction at a personal level
Connect with business sponsor on a weekly basis while in delivery (monthly if not in delivery)
Maintain relationship powermap; build relationships with new sponsors if there is a change
Identify personal wins for the client and align InvestCloud actions with those wins
Driving Executive Governance – enforce executive governance on a monthly basis (quarterly if not in delivery) to ensure alignment on the relationship status and to drive resolution when necessary
Schedule preparation, ensure the right people are in the room from the client and from InvestCloud, and issue meeting minutes
Build long‑term trusted advisor relationships at C‑Suite and E‑Suite levels; identify personal wins and align them with InvestCloud delivery
Drive Operational and Service Excellence
Ensure alignment to business objectives, confirming that client business KPIs are met
Manage closure of open issues, working with relevant teams to drive resolution
Escalate outstanding issues to senior management, following the appropriate escalation path, flagging amber or red status as required
Ensure SLAs are in line; monitor for breaches and act accordingly
Conduct a weekly ticket review with the platform success team to drive ticket resolution
Defend Revenue
Manage the renewal process (timing, initiation, annual CPI increase, floor and incremental fees, liability clauses, and interaction with legal) to drive new value and maximize ARR
Manage account receivables, ensuring timely client payments for optimal cash flow
Monitor current platform usage and take action to drive and grow usage
Grow Revenue
Maintain a solid understanding of InvestCloud propositions to initiate conversations and raise interest
Drive growth by expanding InvestCloud footprint within accounts in terms of client relationships and product adoption
Develop, maintain, and execute on account plans
Identify upsell opportunities and collaborate with Sales to upsell or cross‑sell into accounts
Maintain white space on client accounts to support future growth
Basic Qualifications for Consideration
BA/BS degree required; MBA a plus
10+ years of financial services experience, preferably within Wealth & Asset Management client segments
Proven account management experience in a customer‑facing environment
Strong understanding of customers and their business models and workflows
Demonstrated selling skills (identity, develop and articulate a complex proposition/consultative selling)
Strategic thinker with strong negotiation skills
Experience using analysis, reporting, modeling, and forecasting to gather data for business decisions
About InvestCloud InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. In scale, the company’s clients represent more than 40% of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), InvestCloud is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse that scales across the complete wealth continuum. In 2024, InvestCloud was named CNBC World’s Top Fintech Company, confirming its commitment to innovation and client success.
Our Values
Client Connected
Human Centered
Technology Forward
Respect + Integrity
Excellence
The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and market data. Salary may also be adjusted based on geographic location. Salary range: $165,000 – $180,000
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
#J-18808-Ljbffr