---
title: 'Client Success Manager at Bankjoy'
canonical: 'https://feeny.ai/job/client-success-manager-bankjoy-united-states-vq8ja6hfm2by'
type: 'job'
last_seen: '2026-11-02'
---

# Client Success Manager at Bankjoy

- **Company:** Bankjoy
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-26
- **Last confirmed live:** 2026-11-02
- **Apply:** https://jobs.ashbyhq.com/bankjoy/67807ed9-3f45-407d-9756-7fdc9ca76ed5

## Job description

🌐 Who We Are Bankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.

Position Overview We are looking for a Client Success Manager to join our growing CSM team as we scale our client base across credit unions and community banks nationwide. You will own a portfolio of clients end-to-end — driving product adoption, leading executive business reviews, managing renewals, identifying upsell opportunities, and serving as the primary relationship owner for your accounts. You'll work closely with our Director of Client Success, Implementation, Tech Support, and Product teams to ensure every client gets maximum value from Bankjoy's platform. The ideal candidate is proactive, relationship-driven, and commercially minded — someone who genuinely cares about client outcomes, knows how to navigate complex organizations, is comfortable engaging executive stakeholders, and can balance a high volume of accounts while taking a strategic approach to long-term client success.

## Key Responsibilities

Client Relationship Management

- Own a portfolio of credit union and community bank clients, serving as their primary point of contact at Bankjoy
- Build and maintain strong, trusted relationships with client stakeholders, from day-to-day administrators to executive sponsors
- Become a trusted advisor to executive stakeholders by providing strategic recommendations that align Bankjoy solutions with each client's business objectives
- Conduct regular business reviews and executive meetings to review platform performance, discuss future goals and priorities, identify opportunities for additional value, and align on long-term success
- Lead onsite client engagements, including preparing executive presentations, facilitating strategic discussions, documenting action items, and ensuring follow-through
- Serve as the voice of the client internally — ensuring client needs and feedback are surfaced to Product, Engineering, and leadership

Product Adoption & Client Growth

- Drive product adoption across your portfolio by proactively educating clients on features, best practices, and new releases
- Develop and execute strategic success plans aligned with each client's business objectives, helping them maximize the value of their Bankjoy investment
- Identify and lead expansion opportunities within your portfolio by aligning Bankjoy solutions to client business goals and strategic initiatives
- Track and report on adoption metrics, engagement scores, and account health across your book of business

Renewals & Retention

- Lead the renewal process for your portfolio, including managing timelines, preparing renewal proposals, presenting pricing recommendations, and negotiating agreements in partnership with the Director of Client Success
- Proactively identify at-risk accounts and develop mitigation plans before issues escalate
- Maintain a high client retention rate by ensuring clients consistently see value in Bankjoy's platform
- Develop and execute account strategies that strengthen executive relationships, improve product adoption, and identify opportunities for long-term growth

Escalation & Issue Resolution

- Serve as the first line of response for client escalations within your portfolio, triaging issues, coordinating with Tech Support, Product, and Engineering, and providing proactive communication to clients throughout resolution
- Escalate to the Director of Client Success when situations require senior involvement, providing a clear summary of the issue, actions taken, and recommended next steps
- Follow up after resolution to ensure client satisfaction, identify opportunities to improve the client experience, and document learnings for future prevention

Cross-Functional Collaboration

- Partner with Implementation throughout the onboarding process by participating in kickoff meetings and key project milestones to ensure a smooth transition into Customer Success
- Work closely with Tech Support to ensure timely resolution of client issues and proactive communication during outages or incidents
- Collaborate with Product to surface recurring client feedback, enhancement requests, and product opportunities that help influence the roadmap
- Support Marketing with client case studies, testimonials, and advocacy opportunities

## What You Bring

- 5+ years of Client Success, Account Management, or Customer Experience in B2B fintech, banking technology, or enterprise SaaS. Experience supporting financial institutions is strongly preferred.
- Experience managing a portfolio of 20–30+ accounts simultaneously with a high standard of responsiveness and follow-through
- Excellent presentation and communication skills with experience leading executive business reviews, onsite meetings, and strategic planning discussions with senior stakeholders
- Demonstrated track record of driving product adoption, renewals, and expansion opportunities within an assigned book of business
- Strong relationship management skills with the ability to build trust and credibility across both operational and executive stakeholders
- Ability to navigate complex client organizations and build relationships across multiple stakeholder levels
- Comfortable with escalations — you stay calm under pressure, communicate clearly, and drive resolution with urgency
- Strong organizational skills — you can manage multiple priorities and client needs simultaneously without losing attention to detail
- Experience working with credit unions, community banks, or digital banking platforms is a strong plus

## Nice to Have

- Familiarity with core banking systems (Corelation, Jack Henry Symitar, Fiserv Portico, CU Answers, or similar)
- Experience with digital banking platforms or financial technology products
- Experience using CRM and CS tools (Salesforce, Gainsight, ChurnZero, or similar)
- Experience supporting clients through platform migrations or major product launches

🎁 What You Get

- A fast-paced and collaborative environment
- Competitive compensation
- Stock options at a well-funded startup
- We cover 100% of medical, dental, and vision premiums for individuals on our base plan, with significant contributions toward all other plan options (USA).
- We cover 100% of extended medical, dental, and vision premiums for you and your family under our single, comprehensive plan (Canada).
- Retirement plan with 4% company matching
- 8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing
- 3-5 weeks PTO depending on tenure
- 5 health days
- 15 holidays
- End of year shutdown
- Performance-based bonuses
- Remote first culture

⚖️ Equal Employment Opportunities at Bankjoy Bankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

🤖 Use of AI In Hiring We use AI-assisted tools in Ashby to help review applications. A member of our team reviews every application and makes all hiring decisions.

🤝Accessibility and Accommodations Bankjoy is committed to an accessible recruitment process. Accommodations are available on request at every stage. Email bankjoyhr@bankjoy.com to let us know what you need.

## About Bankjoy

## Company Overview
- **One-liner**: Bankjoy provides an all-in-one digital banking platform for community banks, credit unions, and neo-banks to deliver modern, megabank-level digital experiences while preserving their community focus.
- **Entity Type**: Private (Series A, backed by Y Combinator, Bessemer Venture Partners, SoftBank Vision Fund, and others)
- **Headquarters**: Detroit, Michigan, USA (remote-first team across North America)
- **Founded**: 2015
- **Founders**: Michael Duncan (CEO) and Weiwei Duncan (COO)

## Core Business
- **Primary industry**: Fintech / Digital Banking
- **Target customers**: B2B – Community banks, credit unions, and neo-banks (85+ client institutions nationwide)
- **Mission**: To provide technology that helps people take control of their finances and live with confidence, purpose, and joy.

## Products & Services
- **Consumer Banking Solutions**: Modern mobile and online banking apps, including automated statements, conversational AI, and advanced security.
- **Online Account Opening**: A fully digital, 90-second onboarding process with face-matching photo ID verification and customizable workflows.
- **Online Loan Application**: Easy-to-use application workflows allowing members to apply for loans online without a branch visit.
- **Business Banking Solutions**: Secure, elegant cash, loan, and credit management tools for small businesses.
- **JoyCompass**: A personal financial wellness platform that gamifies finance, offers savings goals, budgeting, account aggregation, and financial wellness scoring.
- **FraudSense**: A real-time fraud prevention system built across the entire product suite, reducing manual review time by 80%.
- **Vertical Banking**: Enables clients to launch fully functional niche brands quickly (e.g., Panacea Financial for healthcare professionals).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: $10M in annual revenue (reached in 2024).
- **Notable Investors/Partners**: Y Combinator, Bessemer Venture Partners, SoftBank Vision Fund, CheckAlt, Curql. Several clients also invested in the Series A, making Bankjoy a CUSO (Credit Union Service Organization).
- **Growth Signals**: Serves 85+ financial institutions, serves over 1 million members, has a 4.8 app rating, and clients grow membership 55% faster than competitors. The company has launched new products yearly (JoyCompass in 2023, FraudSense in 2024, vertical banking in 2025).

## Competitive Advantages
- **All-in-one ecosystem**: A unified, in-house-built platform (mobile, online, account opening, lending, fraud, financial wellness) that works seamlessly together, eliminating the need for multiple vendors.
- **Community focus**: Specifically designed for community financial institutions, not megabanks, with a CUSO structure that aligns incentives with clients.
- **Speed of innovation**: New product releases monthly, with a track record of rapid feature launches (e.g., FraudSense launched and showed 80% reduction in manual review within six months).
- **Client results**: Demonstrated ability to help clients grow membership 55% faster than competitors.

## Strategic Focus
- **Current priorities**: Deepening the unified ecosystem, expanding vertical banking solutions, continuing to innovate on fraud prevention and financial wellness, and scaling the client base beyond 85 institutions.
- **Direction**: Helping community banks and credit unions compete with megabanks by digitizing their "people helping people" advantage, while expanding into new niches (e.g., healthcare professionals) and business banking.

## Why Work Here
- **Culture**: Remote-first team across North America (US and Canada). Values include "Seek Joy," "Lift Each Other Up," "Be a Good Human," "Honesty is Clarity," and "Lead Today for an Exceptional Tomorrow." Emphasis on autonomy, clear thinking, and fast execution in small, nimble teams.
- **Remote/Hybrid policy**: Fully remote-first, with team members in cities including Vancouver, Calgary, Salt Lake City, Denver, Austin, Detroit, Philadelphia, Toronto, New York City, Montreal, Washington DC, and Los Angeles. Company-sponsored team meetups and travel stipends.
- **Perks (US)**: Competitive compensation, performance-based bonuses, stock options (well-funded startup in high growth), 100% family medical coverage, 401k matching, generous PTO (3 weeks year 1, 4 weeks year 2, 5 weeks at 5+ years), 5 sick/mental health days, 8 weeks paid parental leave for birthing parents, 4 weeks for non-birthing parents.
- **Perks (Canada)**: Similar package with RRSP matching, competitive family medical coverage, and equivalent PTO/parental leave.
- **Engineering culture**: Fast-paced, collaborative environment with career development opportunities. Team members work on digital infrastructure behind millions of online financial experiences.
- **Notable**: Virtual escape rooms, spontaneous speed meets, and travel stipends to bring remote team together in person.

## Sources
1. [bankjoy.com](https://www.bankjoy.com/)
2. [bankjoy.com/jobs](https://www.bankjoy.com/jobs)
3. [bankjoy.com/people](https://bankjoy.com/people)
4. [linkedin.com/company/bankjoy](https://www.linkedin.com/company/bankjoy)
5. [ycombinator.com/companies/bankjoy](https://www.ycombinator.com/companies/bankjoy)

## Other roles at Bankjoy

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- [Senior Implementation Manager](https://feeny.ai/job/senior-implementation-manager-bankjoy-united-states-hsqd2n2bx68q) — United States
- [Events and Marketing Manager](https://feeny.ai/job/events-and-marketing-manager-bankjoy-canada-8cty9tg95203) — Canada
- [Senior Accountant](https://feeny.ai/job/senior-accountant-bankjoy-canada-87nmb673cahn) — Canada
- [Technical Product Manager III](https://feeny.ai/job/technical-product-manager-iii-bankjoy-canada-k7x8qjm9bape) — Canada
- [Senior Software Engineer - Full Stack - .NET](https://feeny.ai/job/senior-software-engineer-full-stack-net-bankjoy-canada-2sydsv11rbc4) — Canada
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