Senior Manager, Client Success – Lender

Jobtailor; Nashville (TN); On-site; USD 180,000 - 270,000; Full time

Job summary

Jobtailor seeks a senior Client Success leader to guide a high-growth CS organization and partner with Sales, Product, and Finance across the client lifecycle. You will define strategy, build playbooks, and mentor managers and senior ICs to drive retention, expansion, and strong NRR.

AI-enabled processes and scalable systems will be central to your approach. You will report to executive leadership and lead multi-level teams, translating growth objectives into actionable CS operating plans while

Qualifications

• Experience building and leading client success strategy for scale.
• Proven ability to mentor CS managers and senior ICs.
• Deep knowledge of health scoring, expansion playbooks and NRR levers.

Responsibilities

• Lead the Client Success team and managers of Client Success.
• Establish structure, priorities, and performance accountability.
• Develop and implement organization-wide CS strategy and playbooks.
• Hire, develop, and mentor CS managers and senior leaders.
• Set metrics; monitor NRR, retention, adoption, expansion.
• Partner with Sales, Implementation, Product, and Finance across lifecycle.
• Lead executive-level relationships for key accounts.
• Drive AI adoption, tooling, and engagement models.
• Develop forecasts and business plans for retention and expansion.
• Represent function performance to executive leadership.
• Build scalable systems to manage more clients.
• Deliver a high-performing CS organization within six months.

Skills

Client Success Strategy Development

Team Leadership in High-Growth SaaS

Executive Communication Skills

AI Tool Utilization for Workflow

Expansion & Net Revenue Retention

Tools

AI Tools

Client Success Software

Performance Tracking Systems

Engagement Platforms

Automation Tools

Job description

• Lead the Client Success team and Managers of Client Success


• Establish organizational structure, strategic priorities, and performance accountability


• Develop and implement organization-wide client success strategy, playbooks, and operating methodologies


• Hire, develop, and mentor CS managers and senior leaders


• Set performance expectations and metrics; monitor NRR, retention, adoption, and expansion results


• Partner with Sales, Implementation, Product, and Finance across the client lifecycle


• Lead strategic client relationships and executive-level conversations for important accounts


• Drive innovation in client success approaches, tooling, and engagement models


• Develop annual forecasts and business plans for retention and expansion targets


• Represent function performance and strategy to executive leadership


• Champion AI and automation adoption across the function


• Build scalable systems enabling the team to manage more clients effectively


• Deliver a high-performing Client Success organization within six months

Requirements

• 8–12+ years of experience in client success, customer success, or strategic account management


• 3–5+ years leading multi-level teams or managing a client success function in a high-growth SaaS or fintech environment


• Proven organizational builder with experience developing CS managers and senior individual contributors


• Deep expertise in client success strategy, including scalable engagement models, health scoring, expansion playbooks, and SaaS net revenue retention levers


• Ability to partner with executive leadership on strategy and translate growth objectives into CS operating plans


• Executive presence and communication skills to represent the CS function at the senior leadership level


• Deep familiarity with lending institutions, draw management, compliance workflows, commercial real estate finance, or commercial banking


• Comfort with complexity and the pace of a high-growth company


• Ability to leverage AI tools for drafting, analysis, summarization, problem-solving, workflow automation, decision-making, and strategic insights

Core Competencies

Demonstrates expertise in developing and implementing client success strategies, managing high-performing teams, and driving innovation in client engagement models. Proven ability to partner with executive leadership and leverage AI tools for strategic insights and operational efficiency.

Highest-signal resume keywords

• Client Success Strategy Development


• Team Leadership in High-Growth SaaS


• Executive Communication Skills


• AI Tool Utilization for Workflow Automation


• Experience in Commercial Banking

Hard Skills

• Client Success Management


• Performance Metrics Monitoring


• Scalable Engagement Models


• Health Scoring


• Expansion Playbooks


• Net Revenue Retention


• Organizational Development


• Business Planning


• Forecasting


• Strategic Account Management

Soft Skills

• Mentoring


• Collaboration


• Problem-Solving


• Adaptability


• Executive Presence

Industry Keywords

• SaaS


• Fintech


• Lending Institutions


• Compliance Workflows


• Commercial Real Estate Finance

Tools & Technologies

• AI Tools


• Client Success Software
  
• Performance Tracking Systems


• Engagement Platforms


• Automation Tools