Senior Associate, Client Experience

Archlabs.com; New York (NY); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Strong team

High impact work

Product market fit

Team camaraderie

Office at 199 Water Street

Job summary

Arch is seeking a Senior Associate, Client Experience, to nurture and expand client relationships after onboarding. You will ensure high levels of service and support, while helping shape our approach to client success as we scale.

You’ll work onsite at our New York City office, collaborating with a small, high-impact team to drive retention, renewals, and client satisfaction. Remote candidates in select cases may be considered.

Qualifications

• Bachelor's degree in business, finance, or a related field.
• 1+ years of experience managing client relationships.
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work collaboratively in a fast-paced, dynamic environment.

Responsibilities

• Post-Onboarding Client Management: conduct check-in meetings and maintain client records.
• Account Growth and Expansion: identify opportunities for contract expansion and feature requests.
• Client Communication: inform clients about product updates and build long-term relationships.
• Data Management: process client data updates and support evening/weekend work to meet SLAs.
• Coordinate with internal teams to resolve client issues and drive renewals.

Skills

Communication

Client relationships

Problem solving

Team collaboration

Education

Bachelor's degree in business/finance

Job description

Our Company

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes.

Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time‑consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information. Enter, Arch.

Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes.

We are a fast‑growing, dynamic team of 200+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.

Client Experience Strategist

We are looking for a Senior Associate, Client Experience to nurture and expand our client relationships. In this role, you will be responsible for post‑onboarding account management, ensuring clients receive the highest level of service and support. You'll be an early employee who can help shape and grow our company and approach to Client Success as we expand and scale our reach to new users.

Key Responsibilities:

Your responsibilities will include:

• Post‑Onboarding Client Management
  • Conduct regular check‑in meetings with clients to assess their needs and satisfaction.
  • Maintain comprehensive client records and notes in our CRM system.
  • Monitor client accounts for data quality issues and promptly address any discrepancies.
  • Provide training to end user groups to ensure deep product understanding and adoption.
  • Track and analyze factors influencing client churn and work to mitigate risks.
  • Manage client renewal processes, ensuring timely discussions and contract updates.
• Account Growth and Expansion
  • Identify opportunities for contract expansion across new feature sets and/or broader firm adoption.
  • Proactively identify and upscale client feature requests to the relevant teams.
• Client Communication
  • Keep clients informed about product updates, enhancements, and new features.
  • Foster and maintain strong, long‑term relationships with clients.
• Data Management
  • Process ongoing updates from clients and various institutional data sources
  • Support periodic evening & weekend work as part of our operating rhythm to meet client SLAs

Skills, Knowledge and Expertise

Reach out to us if you:

• Have a bachelor's degree in business, finance, or a related field.
• Have 1+ years of experience managing client relationships.
• Possess exceptional communication and interpersonal skills.
• Possess strong problem‑solving abilities and attention to detail.
• Have the ability to work collaboratively in a fast‑paced, dynamic environment.

Bonus points if you:

• Have previously worked in wealth management, a family office, fund management, accounting, or a related financial field
• Are familiar with the terms capital calls, IRRs, recallable distributions, or K‑1s
• Know SQL or want to learn
• Have taken finance or accounting courses

A Note about us:

Most of our full‑time roles are based onsite at our New York City office, where our team thrives on in‑person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections, move quickly, and deliver exceptional service to our clients.

For select roles, we are also open to candidates based in Boston. If a role is open to Boston, it will be listed explicitly in the job location.

We encourage applicants who are located in or open to relocating to the listed location to apply and join us in this hands‑on, collaborative environment

Some perks of working for Arch include:

• Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.
• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
• Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.
• Great office: Our new home at 199 Water Street gives us a beautiful, energizing space to come together as a team, collaborate more easily, and keep building the next chapter of Arch.
• Lunch is on Us - We’ll keep the team fueled with lunch in the office, whether you’re catching up with teammates, talking through an idea, or just taking a well‑earned break.