Senior Client Success Manager - B2B SaaS Fintech

The Client Success Manager (Senior Associate) is a critical, hands-on technical and commercial role responsible for guiding clients through their full lifecycle on the Sesame platform. You will help clients realise value quickly, build long-term adoption, and drive retention and expansion across your portfolio.

This role requires strong investment-product knowledge, excellent systems skills, and the ability to translate complex client requirements into practical solutions. You will serve as a trusted advisor to investment managers, family offices, trust companies, and asset advisors, ensuring they use Sesame effectively to achieve their operational, reporting, and analytics goals.

With rapid product development and increasing automation across our platform, this role demands curiosity, adaptability, and a forward-thinking approach—particularly in leveraging AI-driven capabilities to enhance client outcomes, streamline workflows, and improve internal efficiency.

The CSM is central to client satisfaction, governance, retention, and growth, and plays a key role in representing client needs back to Product, Data, Client Delivery, Support, and Engineering.

• Oversee and contribute to the successful onboarding of clients in partnership with Client Delivery, Product Specialists, Data Operations, and Product.
• Ensure clients achieve time-to-value, complete key activation milestones, and establish healthy adoption patterns early

• Manage a portfolio of accounts with structured governance, including regular reviews, disciplined CRM notes, management reporting, sentiment tracking, risk assessment, and long-term planning.
• Use a data-driven approach to assess platform utilisation, identify risks to GRR, and proactively drive corrective action.

• Develop deep expertise in investment products, performance analytics, reporting workflows, and Sesame’s underlying data structures.
• dentify platform issues, data inconsistencies, or blockers to client optimisation and work with Support, Product Specialists, Product, and Engineering to resolve root causes.
• RETENTION, EXPANSION & COMMERCIAL PARTNERSHIP
• Identify upsell and cross-sell opportunities—partnering closely with Sales across modules, add-ons, jurisdictions, and new offices.
• Contribute to NRR performance within your portfolio through strategic account growth plans.

• Translate client feedback and use cases into structured, actionable input for Product Management and Product Specialists.
• Champion improvements, new features, and automation opportunities.

• Leverage AI-driven tools, platform automation, and internal productivity capabilities to reduce manual work and improve outcomes.
• Identify client workflows suitable for automation using Sesame features or internal AI agents.

• Refine success playbooks, onboarding frameworks, health scoring, churn-risk models, and sentiment analysis.
• Support development of a scalable, AI-enabled Client Success function.

• A Minimum of 6 years of experience in SaaS Client Success, investment operations, financial product analytics, or a consultative FS role.
• Strong understanding of investment products (equities, fixed income, funds, alternatives) and portfolio analytics.
• Excellent analytical skills; strong Excel capability.
• Experience in wealth/asset management, family offices, trust companies, or FS consulting.
• Demonstrated retention, renewal, and growth capabilities.