Sr. Customer Success Manager, Banking

About Alkami Technology

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action. Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds. If you’re ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S. As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title. Follow us on Glassdoor and LinkedIn!

About the Client Success Team

The Client Success Team is central to Alkami's mission, supporting clients throughout their journey and ensuring they derive maximum value from our products and services. We take pride in deeply understanding our clients' objectives and providing strategic guidance as trusted advisors to address their unique challenges. We are currently seeking a driven and passionate Senior Client Success Manager to join our team and play a key role in driving client satisfaction, renewals, and account growth. As a Senior Client Success Manager, your success will be measured by client retention and expansion of their engagement with Alkami. You will excel in this role if you have exceptional organizational skills to manage competing priorities, excellent communication abilities to build strong relationships, and a genuine empathy for client needs. You are resourceful in solving challenges and committed to ensuring that our clients achieve their goals.

Essential Duties & Responsibilities

• Lead client success efforts for your accounts and across Alkami.
• Build strong relationships with executive influencers and decision-makers within client organizations, converting them into Alkami champions.
• Understand clients’ business challenges, goals, and industry trends, and provide strategic consultation to help them achieve their business and digital goals.
• Clearly articulate and communicate a compelling vision and roadmap to align stakeholders, driving strategic initiatives and uniting internal teams and clients around shared goals for success.
• Create clear success plans that define client objectives and track their progress.
• Ensure clients are on track to derive value from the Alkami platform.
• Serve as an expert on helping clients achieve their digital banking goals using the platform.
• Master the Alkami platform to advise clients on maximizing its use and capabilities.
• Collaborate effectively across departments to drive client success.
• Advocate for client needs to internal leaders and departments.
• Escalate critical client issues and mobilize internal resources to resolve them.
• Use data to influence decisions and guide both clients and internal teams.
• Develop cross-functional initiatives that enhance the client experience, driving satisfaction and loyalty.
• Monitor client health metrics and product engagement, identifying and addressing risks early.
• Conduct regular business reviews to celebrate successes and identify growth opportunities.
• Take on additional projects that contribute to fostering a Client Success culture across the team.
• Be open to travel up to 25% as needed.
• Perform other duties as assigned.

Recommended Experience & Education

• Minimum Years Of Experience: 5+ years of relevant experience in Client Success, with a proven track record of managing client relationships and driving account growth
• Education Level: Bachelor’s degree in Business, Marketing, Finance, or a related field (or equivalent work experience).

Required Knowledge, Skills, & Qualifications

• Experience in Financial Services, particularly working with financial institutions
• Proven ability to stay organized, take ownership of projects, and work independently
• Strong ability to manage multiple priorities effectively
• Excellent verbal and written communication skills
• Experience using and updating Salesforce and/or Gainsight
• Willingness and ability to travel up to 25%

Preferred Qualifications

• History of working at or for a Bank in deposit operations, lending, or other back-office functions
• Experience working with Banking core platforms (i.e., Silverlate, Premier, Precision, or DNA)
• Knowledge of banking regulations and compliance obligations
• Familiarity with banking ecosystems, industry products, and common 3rd party systems
• Preferred experience in Digital Banking and/or at a Financial Institution
• Knowledge of bank operations, digital banking, and/or SaaS products
• Experience using Customer Success software tools
• Proficiency in developing and creating presentations using Google Slides
• Experience with SaaS applications
• Familiarity with financial technology or technical banking operations

Compensation & Benefits

• The salary range for this position is: $113,000 - $125,000

Cool Things to Know

• Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.
• Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.
• Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.
• Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

Equal Opportunity Employer Statement

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

Key skills/competency

• Customer Success Management
• Client Relationship Management
• Account Growth
• Financial Services Industry
• SaaS Products
• Salesforce
• Gainsight
• Strategic Consultation
• Business Reviews
• Client Retention