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 #Life AtBNY 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.