Senior Manager, Relationship Management

Ladders; United States; Remote; USD 125,000 - 145,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Paid time off

Parental leave

Remote stipend

Mental health support

Student loan assistance

Job summary

Ladders seeks a Senior Manager, Relationship Management to lead a team focused on client relationship management, retention, and service excellence in a fast-paced, client-facing environment.

This role partners with cross-functional teams to resolve escalations, strengthen account strategy, and drive data-driven insights for business growth. Remote in the US.

Qualifications

• 6+ years in account management, customer success, or client-facing roles, preferably in finance or fintech.
• 5+ years managing teams with a focus on performance and development.
• Demonstrates extreme ownership and accountability for client outcomes.
• Strong analytical skills for diagnosing and resolving client issues.
• Exceptional communication and negotiation skills for cross-functional collaboration.
• Tech-savvy with experience in CRM/CS platforms.
• Proven track record in driving client retention in a SaaS environment.

Responsibilities

• Lead and mentor a team of managers in client relationship management.
• Execute account management strategies to enhance client retention.
• Monitor and analyze team performance against KPIs.
• Conduct regular team meetings and performance reviews to ensure success.
• Serve as an escalation point for complex client issues.
• Collaborate with cross-functional teams to address client needs.
• Participate in strategic planning and provide insights on client trends.

Skills

Account management

Customer success

Team leadership

CRM/CS platforms

Analytical skills

Negotiation

Cross-functional collaboration

Tools

CRM software

Data analysis tools

Job description

For our client, we are seeking a Senior Manager, Relationship Management to join the team of a leader in the Finance & Insurance space.

This role will lead a team focused on client relationship management, retention, and service excellence across a fast-paced, client-facing environment.

You will partner closely with cross-functional stakeholders to resolve escalations, strengthen account strategy, and improve client outcomes.

The position also calls for data-driven leadership, team development, and strategic insight into client trends to support business growth.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $125,000 – $145,000 annually

Responsibilities

• Lead and mentor a team of managers in client relationship management
• Execute account management strategies to enhance client retention
• Monitor and analyze team performance against key performance indicators (KPIs)
• Conduct regular team meetings and performance reviews to ensure success
• Serve as an escalation point for complex client issues
• Collaborate with cross-functional teams to address client needs
• Participate in strategic planning and provide insights on client trends

Qualifications

• 6+ years in account management, customer success, or client-facing roles, preferably in finance or fintech
• 5+ years managing teams with a focus on performance and development
• Demonstrates extreme ownership and accountability for client outcomes
• Strong analytical skills for diagnosing and resolving client issues
• Exceptional communication and negotiation skills for cross-functional collaboration
• Tech-savvy with experience in CRM/CS platforms
• Proven track record in driving client retention in a SaaS environment

Benefits

• Robust 401(k) plan with a dollar-for-dollar match up to 4%
• Comprehensive health, dental, and vision insurance
• Competitive paid time off and parental leave
• Access to tools and resources for financial wellness
• Enhanced mental health support through Lyra
• Fertility healthcare and family-forming benefits via Carrot
• Resources for student loan management through Candidly
• Monthly stipends for remote work and lifestyle expenses
• Engaging team-building events and activities

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.