Vice President, Client Success

VICE PRESIDENT, CLIENT SUCCESS

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We're seeking a future team member for the role of VICE PRESIDENT, CLIENT SUCCESS to join our DATA & ANALYTICS team. This role is located in New York, NY or Boston, MA.

In this role, you'll make an impact in the following ways:

• Independently oversee a portfolio of existing client relationships, focusing on revenue retention, client experience, and revenue growth through a combination of deepening and expanding existing relationships.

• Monitor and manage client health metrics in collaboration with service teams.

• Build and maintain strong, strategic relationships with clients to foster loyalty, increase product stickiness, and support contract renewals.

• Act as a trusted advisor, understanding client goals, business needs, and technical landscapes to drive tailored adoption strategies.

• Serve as a key advocate for clients, addressing service or product-related concerns and ensuring timely resolution.

• Act as an escalation point for critical issues, collaborating with internal teams to drive solutions and enhance the client experience.

• Continuously assess and act on client satisfaction scores (NPS, CSAT) to improve the overall client experience.

• Gather and analyze client feedback to address friction points, prevent churn, and influence product development.

• Consult with clients/prospects on their strategic vision and uses an in-depth understanding of the firm's solutions and value proposition to help achieve that vision.

• Establish and nurture a client community through events, forums, and networking opportunities.

• Provide strategic advice to executive stakeholders, ensuring alignment on business objectives and success strategies.

• Drive a customer lifecycle strategy from onboarding to adoption, expansion, and renewal.

• Support sales teams in contract renewals and expansion discussions, contributing to net revenue retention growth.

To be successful in this role, we're seeking the following:

• 8+ years of experience in financial technology, financial services, or a strong understanding of fintech products.

• 5+ years of experience in client success, account management, or relationship management, with a proven track record of driving retention and/or growth.

• Strong executive presence and relationship management skills, with the ability to engage confidently with C-level stakeholders.

• Confidence to build and maintain strong relationships with key stakeholders, ensuring open, transparent, and value-driven conversations.

• Experience managing end-to-end client relationships, from onboarding through renewal.

• Expertise in presenting Quarterly Business Reviews (QBRs) and performance reports to executive stakeholders.

• Experience with CRM platforms for retention management, reporting, and engagement.

• Deep understanding of financial services clients, ideally buy-side, with experience in data management or accounting solutions as a plus.

• Ability to influence stakeholders at all levels, adapt to change, and drive strategic initiatives.

• Excellent verbal and written communication skills.

• Exceptional time management and organizational skills, with the ability to work under pressure and meet deadlines.

• Proactive, self-starter attitude, with enthusiasm for client success and business growth.

• Ability to translate client challenges into actionable business solutions.

• Strong negotiation and conflict resolution skills, ensuring positive outcomes for both clients and the business.

• Experience driving a customer-centric culture is a plus.

• Passion for continuous learning and staying ahead of industry trends to provide innovative solutions.

• A strategic mindset with the ability to balance short-term wins with long-term relationship-building.

At BNY, our culture speaks for itself. Here's a few of our awards:

• America's Most Innovative Companies, Fortune, 2024
• World's Most Admired Companies, Fortune 2024
• Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
• Best Places to Work for Disability Inclusion, Disability: IN - 100% score, 2023-2024
• "Most Just Companies", Just Capital and CNBC, 2024
• Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
• Bloomberg's Gender Equality Index (GEI), 2023

Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.