Sr Customer Success Manager

Salt Digital Recruitment; New York (NY); Sur place; USD 120 000 - 170 000; Plein temps

Résumé du poste

Salt Digital Recruitment is seeking a Senior Client Success Manager for a regulated fintech client building institutional OTC trading workflows and cross-border payments. You will own and grow key relationships, overseeing onboarding, adoption, and ongoing client support.

You will partner with trading, operations, compliance, product, and commercial teams to scale client coverage, monitor health and ROI, coordinate RFQ workflows, and ensure accurate post-trade processing.

Qualifications

• 3+ years in client success or related roles.
• Experience in digital assets, fintech, payments, trading, or financial infrastructure preferred.
• Knowledge of trading, clearing, and settlement processes.
• Familiarity with institutional OTC and RFQ workflows desirable.
• Excellent communication and stakeholder management skills.
• Ability to thrive in a fast-paced, cross-functional environment.

Responsabilités

• Build trusted relationships with key client stakeholders.
• Lead regular client check-ins and QBRs.
• Manage onboarding, adoption, and ongoing client support.
• Monitor client health, engagement, and performance.
• Identify opportunities to expand relationships, increase adoption, and support renewals.
• Onboard institutional counterparties and manage trading communications.
• Coordinate RFQ and quote-request workflows.
• Monitor response times against service levels.
• Ensure trades are properly ticketed and documented.
• Coordinate settlement and post-trade confirmations.
• Escalate operational exceptions quickly.
• Maintain accurate records and controls.
• Partner with cross-functional teams (sales, trading, ops, compliance, product).
• Support renewals and upsell opportunities.
• Develop scalable processes and best practices.

Connaissances

Client Success

Stakeholder management

Communication

Analytical thinking

Cross-functional

Startup experience

Commercial acumen

Description du poste

Our client is a regulated financial technology company building infrastructure for the future of finance. Its platform supports financial institutions and Fintechs, providing the compliance, security, and scale required to deliver trusted financial services globally. The business operates across institutional trading, digital assets, programmable financial infrastructure, and cross-border payments. This is a high-impact role combining strategic client coverage with hands‑on oversight of institutional OTC trading workflows. The Senior Client Success Manager will own and grow key relationships while partnering closely with trading, operations, compliance, product, and commercial teams.

The Role

The role focuses on three core areas: Client coverage and relationship growth, OTC trading process oversight, and cross-functional collaboration. You will ensure clients receive a high-touch experience while helping the business scale its institutional trading and payments capabilities.

Client Coverage

You will serve as the primary point of contact for a portfolio of institutional trading and payments clients, developing a strong understanding of their priorities and evolving requirements.

Key Responsibilities

• Build trusted relationships with key client stakeholders
• Lead regular client check-ins and support QBRs
• Manage onboarding, adoption, and ongoing client support
• Monitor client health, engagement, and performance
• Proactively identify and resolve potential issues
• Manage escalations and coordinate internal resources
• Demonstrate value and ROI through data and reporting
• Identify opportunities to expand relationships, increase adoption, and support renewals

OTC Trading Process Oversight

A key part of the role involves supporting the firm’s institutional OTC trading operation.

• Onboarding institutional counterparties
• Managing client trading communication channels
• Coordinating RFQ and quote-request workflows
• Monitoring response times against service levels
• Ensuring trades are accurately ticketed and documented
• Coordinating settlement and post-trade confirmations
• Escalating operational exceptions quickly
• Maintaining accurate records and controls
• Improving OTC processes as trading volumes scale

Cross-functional Collaboration

You will partner closely with sales, trading, operations, compliance, product, data, onboarding, and support teams. You will ensure a smooth transition from prospect to active client, communicate client priorities internally, and provide actionable feedback to product teams.

Additional Responsibilities

• Own and develop institutional client relationships
• Understand client objectives and create success plans
• Monitor engagement, performance, and client health
• Identify account risks and growth opportunities
• Manage escalations and coordinate internal teams
• Support renewals, upsell, and cross-sell opportunities
• Oversee day-to-day institutional OTC workflows
• Coordinate RFQs, trade documentation, settlement, and post-trade processes
• Partner with trading, operations, compliance, sales, and product
• Maintain accurate client and trading information
• Help develop scalable processes and best practices

Candidate Profile

• 3+ years in Client Success, institutional client coverage, OTC desk coverage, account management, or a similar client-facing role
• Experience within digital assets, fintech, payments, trading, capital markets, or financial infrastructure preferred
• Knowledge of trading, clearing, and settlement processes
• Familiarity with institutional OTC and RFQ workflows highly desirable
• OTC trading desk or institutional trading client experience strongly preferred
• Understanding of quote requests, block trade execution, documentation, and settlement
• Excellent communication and stakeholder management skills
• Strong analytical, organizational, and problem-solving abilities
• Comfortable operating in a fast-paced, cross-functional environment
• Startup or scale-up experience advantageous
• Commercially minded, proactive, adaptable, and highly client-focused

The role requires someone who can advocate for clients while effectively managing expectations and balancing commercial, operational, regulatory, and product considerations.