Senior Client Success Manager - job 1 of 2

At January, we’re rebuilding consumer finance from the ground up. By personalizing interactions and optimizing decisions across all stages of consumer credit, we’re driving superior outcomes for both consumers and creditors, and making sure that credit is fair, accessible, and personal.

About the Role

You'll serve as single-threaded owner of January's most strategic client relationships and the voice of the client within the organization. You'll drive client results end-to-end — from proactive risk identification to transforming performance data into growth opportunities. Your analytical rigor and consultative approach will convert high-touch enterprise relationships into strategic partnerships that expand business value and wallet share.

Working closely with Product, Operations, and Compliance teams, you'll ensure client feedback drives meaningful improvements while identifying windows of opportunity and friction points that inform January's growth strategy. Your ability to operate in the weeds while finding signal in the noise positions you as both trusted client advisor and internal strategic voice.

What makes this role critical now: as we build deeper client connections and expand revenue per client, we need leaders who predict client needs before they surface, delight clients through proactive strategy, and partner with account management to unlock growth potential.

What You'll Do

• Own client relationships end-to-end by serving as single-threaded owner for subset of high-impact enterprise clients, managing day-to-day requests and issue resolution, proactively identifying and mitigating risks, and building deep relationships through high-touch consultative engagement

• Drive data-driven client insights and growth by actively analyzing performance data to present compelling narratives, identifying windows of opportunity and friction points for growth, and operating in the weeds while finding signal in the noise

• Serve as voice of the client internally by continuously seeking and synthesizing client feedback, working with Product teams to turn high-impact requests into improvements, representing client sentiment and opportunities to internal stakeholders, and maintaining cross-functional systems with Product, Compliance, and Operations

• Establish scalable client success practices by defining metrics and frameworks for consistent excellence, mentoring junior CSMs and sharing knowledge, and building processes that support resource-effective client management

• Lead strategic initiatives through examples like developing enterprise account strategies, establishing team development frameworks, partnering on product priorities, building executive relationships, and assessing scalability needs

What We're Looking For

• 4+ years of experience in B2B client service, customer success, or strategic account management supporting high-touch enterprise clients (high-touch defined as monthly meetings minimum and daily email correspondence)

• Track record of consultative, high-touch client engagement with fewer high-impact clients rather than long lists of low-touch accounts

• Experience at fast-growing technology startup, preferably with consumption-based model

• Proven cross-functional collaboration skills, particularly with Product, Operations, and Compliance teams

• Comfortable with fast-paced environment that balances autonomy with guidance

• Bachelor's degree preferred or equivalent work experience

• Experience in high-growth startup environments with direct exposure to scaling challenges

SKILLS AND ATTRIBUTES

• Strong analytical mindset with experience using tools like Excel, SQL, and visualization dashboards (Mode, Looker, Tableau) to translate data into actionable business insights

• Demonstrated ability to communicate clearly and persuasively across written, verbal, and presentation formats — not afraid to be direct and ask hard questions

• Strategic thinking ability to identify long-term opportunities and connect client initiatives to broader business objectives

• Leadership skills to develop junior team members and establish scalable standards

• Operational mindset to build processes and systems that scale

• High initiative and ownership for driving client outcomes

• Exceptional prioritization and ability to find signal in the noise

At January, you'll shape the future of client success while driving meaningful impact for our most strategic relationships, working with cutting-edge data intelligence and collaborating with exceptional teammates committed to transforming consumer finance. You'll have the autonomy to innovate, the support to excel, and the platform to build something extraordinary. If you're driven to push boundaries and thrive in a culture of collaboration, rapid growth, and continuous learning, January offers the chance to do your best work.

We thrive on:

• Writing to clarify thinking, scale collaboration, and drive intentionality

• Prioritizing impact over routine – this isn't a 9-to-5 job

• Embracing growth, feedback, and new challenges with humility and curiosity

As a New York City-based company, we are dedicated to transparent, fair, and equitable compensation practices that reflect our commitment to fostering an environment where all team members are valued and supported. We encourage individuals from all backgrounds to apply.

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, veteran status, or any other legally protected characteristic.