Head of Client Relationship Management, North America

Apex Group; New York, Northern (NY, KY); Hybrid; USD 250,000 - 325,000; Full time

Benefits offered by this job

Competitive remuneration

Training and development opportunities

Four days in office

Job summary

Apex Group is seeking a Head of Client Relationship Management for North America to lead the regional CRM function across the US and Canada. You will drive client relationship excellence, retention, and revenue growth, coordinating senior engagement and cross‑functional teams to deliver a superior client experience.

You will oversee strategy, governance, and CRM frameworks while guiding a high‑performing team.

Qualifications

• 15+ years in financial services with direct client management responsibility.
• Proven leadership of a client relationship or commercial team.
• Strong commercial acumen.
• Executive presence.
• Experience in global, multi‑jurisdiction environments.
• Exposure to scaling teams, operational change, or M&A integration.
• Familiarity with Salesforce.

Responsibilities

• Lead & Develop the CRM Team with strategic direction and coaching.
• Own Regional Client Relationship Health focusing on Tier 1 & strategic accounts.
• Drive Revenue Growth through retention, cross-sell, and pricing improvements.
• Strengthen cross-functional execution with Sales, Ops, Product and Finance.
• Support Executive Sponsor Engagement across Tier 1 accounts.
• Foster cross‑functional leadership and internal client advocacy.

Skills

Leadership

Strategic thinking

Executive presence

Client engagement

Financial services

Cross-functional collaboration

Salesforce

Tools

Salesforce CRM

Job description

Head of Client Relationship Management, North America

The Head of Client Relationship Management, North America, leads the regional CRM organisation and is accountable for client relationship excellence, retention, and revenue growth across the US and Canada. The role drives execution of Apex’s Client Success Model, strengthens senior‑level client engagement, and ensures the CRM team consistently delivers a high‑quality, commercially focused client experience.

Job specification

1. Lead & Develop the CRM Team

   Set strategic direction and build a high‑performance CRM culture. Coach CRMs on client engagement, governance discipline, and commercial accountability. Ensure consistent use of Apex’s account planning, reporting, and CRM frameworks.

2. Own Regional Client Relationship Health

   Oversee all key client relationships, ensuring strong stakeholder connectivity and proactive risk management. Maintain governance cadence for Tier 1 and strategic accounts.

3. Drive Revenue Growth

   Own retention and growth targets (pricing, cross‑sell, scope expansion). Ensure CRMs identify, progress, and convert pipeline opportunities. Support account‑level profitability and pricing improvements.

4. Strengthen Two‑in‑the‑Box Execution

   Embed CRM/CSM collaboration. Partner with Operations to enhance service performance and escalation management.

5. Support Executive Sponsor Engagement

   Coordinate Executive Sponsor participation across Tier 1 accounts. Ensure issue escalation and senior alignment.

6. Cross‑Functional Leadership

   Align with Sales, Ops, Product, and Finance to ensure a unified Apex experience. Act as the client’s internal advocate.

Skills Required:

• 15+ years in financial services with direct client management responsibility.
• Proven leadership of a client relationship or commercial team.
• Strong commercial acumen.
• Executive presence.
• Understanding of fund administration and related services.
• Understands the business and its challenges, and can translate business needs into HR solutions.
• Preferred: Experience in global, multi‑jurisdiction environments.
• Exposure to scaling teams, operational change, or M&A integration.
• Familiarity with Salesforce.

Key Competencies

• Strategic, commercially oriented thinker
• Strong communicator with executive‑level gravitas
• Data‑driven and operationally disciplined
• High emotional intelligence
• Proactive and action‑focused

Success Measures

• Revenue retention and expansion
• Reduction in client escalations
• Adoption of CRM governance and account‑planning standards
• Client satisfaction and relationship health
• CRM team performance and capability development
• Tier 1 account growth

What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business;
• Competitive remuneration commensurate with skills and experience;
• Training and development opportunities;
• We pride ourselves in our commitment to fostering a connected and inclusive culture, all our opportunities at Apex have four (4) days in office requirement.
• Salary ranges from USD $250,000 – USD $325,000.
• Compensation within this range is dependent on individual's skills, experience and qualifications.

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

About Apex Group

About Apex Group We are dedicated to driving positive change in financial services while fuelling the growth and ambitions of asset managers, allocators, financial institutions, and family offices. Established in Bermuda in 2003, the Group has continually disrupted the asset serving industry through our investment in innovation and talent. Today, we set the pace in asset servicing and stand out for our unique single‑source solution and unified cross asset‑class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross‑jurisdictional expertise delivered by a long‑standing management team and over 13,000 highly integrated professionals. We’re a people‑powered business, and our people are full of ambition. Together, we’re inspired to lead the new era of data and tech enabled service. Bringing new products and services to market. Sharpening our client focus. Disrupting the market to exceed expectations. Innovating across a range of specialisms. With our focus on making a difference to our people, our planet and our society, you’ll experience more here than you would at most other companies. Prepare to accelerate. We’re a people‑powered business with a vision to inspire a new era of service‑led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster. Positive change starts with you. We’re a people‑powered business with a vision to inspire a new era of service‑led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster. The journey is yours to own. When you stretch yourself, you grow. We want you to explore ways of working that will see you thrive as part of something bigger. We’ll help you with a solid structure, challenging projects, vibrant networks, supportive colleagues and approachable leaders. All the things you need to own your unique journey.

Find out more about us