Client Experience Lead
About PactFi
Private asset markets (PE, Private Credit, VC, Real Estate) have 10x to 9.8T in AUM over the past decade and are projected to grow to $17T in the next five years. However, digital infrastructure has not kept pace, with most of the market operating predominantly in error-prone, internal-only software solutions.
PactFi provides secure, end-to-end, operational infrastructure for managing complex private credit transactions. Our web-based application brings together all parties involved in such a transaction to more efficiently allocate capital, complete KYC, share documents, manage funds flow, and more. The platform is secured to a bank-grade standard, and we have received our SOC 2 Type 2 attestation.
PactFi was developed in close partnership with two of the industry's largest players, both of whom represent the top 3 players in the private credit space by both size (AUM) and deal activity.
About the Job
We’re seeking a Client Experience Lead to own day-to-day client execution across PactFi’s platform.
This is a senior, hands-on role reporting directly to the CEO. From day one, you will run client experience end-to-end: product implementation, API onboarding, training, and ongoing support.
Over time, this role is expected to evolve into a leadership position, with the opportunity to build and scale an independent client enablement and support function. As the platform and client base grow, you will help define coverage models, operating processes, and hiring plans, ultimately building a team that supports clients at different levels of complexity and scale.
This role is based in our New York office. Travel is not required, though there may be optional opportunities to engage with clients in person when beneficial.
What You’ll Do
Take ownership of post-sale client execution on day one
Directly manage Tier 1 client accounts across implementation, API enablement, training, and support
Lead onboarding and go-live for new clients and products
Own all day-to-day client questions, troubleshooting, and support for covered accounts
Partner with Product and Engineering to project manage client API implementations
Maintain visibility across client usage, workflows, tech stacks, and dependencies
Escalate product issues in a structured way to Product and Engineering teams
Support renewals and expansions operationally in partnership with BD, with no quota responsibility
Over time, hire and manage additional enablement and support team members, including dedicated support roles and coverage segmentation
What You Bring
7+ years of experience, leading complex technology implementations or transformations in consulting, professional services, FinTech, or enterprise SaaS.
Demonstrated experience owning complex onboarding for large clients
Comfort working with APIs and technical integrations
Strong ability to manage senior-level client stakeholders
Partner with BD to own implementation, onboarding, and enablement for new product adoption within existing accounts, with all renewal and commercial responsibility retained by BD
Highly autonomous, with strong ownership and accountability
Excellent communication skills
Experience in private credit, financial infrastructure, or regulated financial products is a plus
What We Offer
Competitive salary + equity.
Healthcare coverage.
401k