Client Success Manager
About the role:
As a Client Success Manager, you play a critical role in establishing and maintaining long-term relationships with a portfolio of clients, ensuring they fully utilise fundcraft’s platform to achieve their operational goals. Acting as the primary point of contact, you manage all client needs and inquiries, providing expert support and guidance. You also function as a project manager, coordinating client requests and directing them to the relevant expert departments, such as Transfer Agency (TA), Accounting, Compliance, and others, ensuring seamless and timely delivery.
In addition to maintaining these relationships, you are responsible for onboarding new clients, guiding them through the migration process, conducting platform training, and ensuring a smooth transition. Your exceptional communication and project management skills, along with a strong understanding of financial services, allow you to anticipate client needs and consistently deliver, ensuring long-term client satisfaction and success.
This position is based in Luxembourg and reports directly to the VP Product Operations.
Key Responsibilities:
- Ensure client emails and inquiries are acknowledged or forwarded to the appropriate expert team within a strict 3-hour response window.
- Maintain proactive and regular communication with clients, addressing standard queries and escalating complex or sensitive issues to your line manager.
- Schedule and manage client meetings, balancing urgency and team availability while preparing agendas and documenting outcomes consistently.
- Build strong relationships by understanding client expectations and delivering a consistent and high-quality product experience.
- Coordinate end-to-end onboarding of new clients, ensuring a smooth transition by aligning internal teams, setting clear timelines, and managing client expectations from day one.
- Identify patterns in client interactions and propose automation strategies for recurring communications and status updates.
- Collaborate with the Product Development team to develop and implement automated workflows for repetitive tasks and communications.
- Monitor project deliverables and deadlines, ensuring full alignment with the terms defined in each client’s Cooperative Memorandum.
- Flag risks or delays early and work with internal teams to maintain timeline integrity.
- Maintain organized, up-to-date client records inside the fundcraft platform.
- Foster strong internal collaboration to support client satisfaction, especially during onboarding, change requests, or incidents.
Requirements
Experience & Knowledge
- Fluency in English is mandatory; German is preferred and any additional European languages are a plus.
- Proven experience (5+ years) in a Client Success, Account Management, or Client-Facing Operations role in a alternative investment and professional services environment.
- Strong understanding of customer lifecycle management, project coordination, and stakeholder engagement.
Skills & Abilities
- Exceptional communication skills, both written and verbal, with a client-centric and solutions-oriented mindset.
- Highly organized and detail-oriented, with the ability to manage multiple priorities and meet strict deadlines.
- Strong problem-solving skills and sound judgment, particularly when navigating complex client requests.
- A proactive approach to process improvement, with the ability to translate recurring issues into scalable solutions.
- Comfortable working in a fast-paced, evolving environment where adaptability and ownership are key.
- Strong team spirit with a collaborative mindset and the ability to coordinate with cross-functional teams.
Benefits
- Join a culture that celebrates creativity and welcomes innovative, disruptive ideas, empowering you to make a real impact.
- Immerse yourself in a fast-paced, diverse workplace where you'll have the chance to collaborate and learn from specialists across various fields, fostering personal and professional growth.
- Embrace automation and seamless tech integration in your workflows⚙, while our platform boosts operations through tech leverage, ensuring you stay ahead of the curve and updated with new technologies.
- Work in a comfortable, ergonomic environment within our spacious, modern offices where you can enjoy daily fresh fruit and coffee!
- Monthly afterworks organised by the company to unwind and strengthen team connections.