We are seeking a Client Success Manager to play a critical role in shaping the client experience across Brooklyn's tax-advantaged products. This individual will serve as a key point of contact for clients, ensuring seamless onboarding, proactive issue resolution, and continuous feedback loops into product and operational decision-making.
Key Responsibilities and Duties
Client Onboarding & Client Relationship Management
Support and manage the onboarding process for new clients, ensuring a smooth transition onto Brooklyn's platform
Coordinate with internal teams and distribution partners to address client needs and deliver a high-quality service experience
Serve as the primary point of contact for client inquiries, ensuring timely and effective resolution of questions and issues
Triage and prioritize client requests across multiple stakeholders in a fast-paced environment
Build and maintain strong relationships with existing, new, and prospective clients to support long-term engagement and success
Regularly interact with clients through meetings and communications to reinforce trust and platform adoption
Cross-Functional Collaboration
Partner with Sales & Marketing, Engineering, and Operations teams to resolve client issues and enhance service delivery
Act as a liaison between clients and internal teams, ensuring alignment and clear communication
Process Improvement
Identify opportunities to enhance client service workflows, including automation and process optimization
Gather and synthesize client feedback, serving as the "voice of the client" across the organization
Provide actionable insights to inform product development and strategic decision-making
Educational Requirements
University (Degree) Preferred
Work Experience
2+ Years Required; 3+ Years Preferred
Career Level
6IC
Tiaa · New York, NY