Client Success Manager

About Posh At Posh, we’re revolutionizing the way financial institutions serve their communities. Through innovative AI solutions, we make customer support more accessible, fast, and enjoyable for both callers and staff members. Our AI assistants span digital (web and mobile) and voice (phone) channels, while our internal-facing solutions directly augment staff members’ ability to serve. We believe the most successful AI products are built on a symbiotic relationship between humans and AI, with each empowered to put their best foot forward. The bar is low, but the ceiling is high. Come build with us! About the Role Posh’s clients don’t just need to adopt AI. They need to thrive with it. As a Client Success Manager, you’ll make sure they do. You’ll own the client relationship after implementation, drive adoption of Posh’s AI solutions, and make sure every client realizes the full value of their investment. Your work directly secures renewals, helps clients withstand competitive pressure, and grows Posh’s footprint within their organizations. You’ll guide clients through every stage of their AI journey: helping them understand and use new features, spotting risks early, and finding where additional AI capabilities can make a difference. You’ll work closely with Sales, Product, and Marketing, and you’ll be the person clients trust to explain what’s coming on Posh’s roadmap and why it matters to them. This role is for someone strategic, proactive, and genuinely excited about AI adoption, someone who would rather dig into a client’s problem than close a ticket. What You’ll Do Client Engagement & Product Adoption • Serve as the primary point of contact after sales handoff, making the move from onboarding to ongoing success seamless. • Educate clients on new features, best practices, and the efficiencies AI can unlock for their teams. • Spot underused features and show clients how to get more value from them. • Lead implementation of Posh Lab solutions, conduct working sessions, product deep dives, and enablement programs that drive real adoption. Client Advocacy & Risk Management • Act as a trusted advisor, addressing concerns proactively and escalating risks when needed. • Bring client insights back to Product, Marketing, and Sales so the voice of the client shapes what we build and how we sell. • Keep Salesforce records accurate and current, tracking engagement, risks, and opportunities. AI Adoption & Competitive Positioning • Communicate Posh’s AI roadmap and help clients plan for upcoming innovations. • Guide clients through each phase of AI adoption with a structured, measurable approach. • Track market trends and competitor moves so you can address competitive threats before clients raise them. Renewal & Retention • Monitor client health, engagement, and renewal readiness to catch churn risk early. • Resolve risks and competitive challenges before they affect retention. • Partner with internal teams to deliver a smooth renewal process and long-term satisfaction. Expansion • Identify opportunities to expand AI adoption across each client’s organization. • Partner with the Account Growth Manager on strategic expansion conversations. • Build relationships with additional stakeholders to broaden Posh’s presence within each account. What You’ll Bring • 3+ years of experience working at a credit union or bank. You understand how financial institutions operate, the pressures they face, and how they make decisions. • Client-facing experience in customer success, account management, member services, or a similar role, ideally in SaaS or AI-driven technology. • Hands-on experience with AI adoption strategies, product positioning, and competitive analysis. • Proficiency in Salesforce or a similar CRM. • Ability to work East Coast hours preferred. How You Work • You’re scrappy. You’ve worn a lot of hats, and your career may not have followed a straight line. You’ve picked up skills across different roles and know how to put them to work wherever they’re needed. • You find a way. When the answer isn’t documented, or the resource doesn’t exist yet, you figure it out, and you stick with hard problems until they’re solved. • You’re consultative, not a ticket taker. You want to be challenged, and you get to the root of a client’s problem instead of just answering the request in front of you. • You ask a lot of questions. Curiosity drives how you learn the product, the industry, and each client’s business, and you’re never afraid to ask “why?” • You read the room. You pick up on what clients aren’t saying, anticipate needs before they’re voiced, and know when to push and when to listen. • You adjust quickly. When priorities shift, a client’s needs change, or the roadmap moves, you reset and keep going. • You’re comfortable with technology. You can learn how the product works under the hood, troubleshoot alongside clients, and translate technical details into business value. • You’re independent, but you’re a team player at heart. You can run with your own book of business, but you crave being part of a team, collaborating with clients and colleagues across Sales, Product, and Marketing, and bringing your voice to every conversation. Benefits at Posh • Financial Wellness: Competitive salary, company equity, and retirement planning (401k). • Health & Family: Medical, dental, and vision insurance coverage, plus fully paid parental leave. • Flexible Time Off: A flexible vacation policy that encourages a healthy work-life balance and true recharge time. • Professional Growth: Dedicated annual budgets for professional development, combined with structured, meeting-free growth days. • Lifestyle & Connection: Monthly home office and wellness stipends, paid volunteer time off, and regular team offsites. Our Commitment to Equal Opportunity Posh does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.