Client Success Manager

Powering the next generation of global finance About Us Founded in 2018, Bakkt, Inc. is a regulated financial technology company building infrastructure for the future of finance. Bakkt's platform serves financial institutions, fintechs, and consumer finance products - providing the compliance, security, and scale required to deliver trusted financial services at a global level. Through its core business pillars, Bakkt powers institutional-grade trading capabilities, AI-enabled programmable finance, and cross-border payment infrastructure. As a Client Success Manager (CSM), you will be part of the Client Success team, reporting directly to the Head of Client Success and Partnerships. This role serves as the bridge between clients and internal teams, facilitating communication to ensure the client s needs are effectively met. The role is organized around two core areas: client coverage and internal collaboration and coordination. This role will have clearly scoped, well-supported responsibilities, and the Client Success Manager can expect to support many aspects of the client relationship, including growing client relationships. Success in this role will involve helping to assess client needs, following established priorities and processes, supporting alignment internally and externally, and keeping client information organized and up to date. Future opportunities may include expanding client relationships and driving sales growth. Client Coverage Externally, the CSM serves as a day-to-day point of contact for an assigned group of trading and payments clients, maintaining regular communication to understand their evolving needs and ensure they achieve value from Bakkt s product and/or services. The CSM will support the Client Success lead in preparing for and running quarterly business reviews (QBRs) for their assigned clients. They also help conduct onboarding sessions to guide new clients through setup and adoption, offer training to empower new users, and host frequent check-ins (e.g., weekly meetings) to review progress toward goals. When challenges arise, the CSM takes a proactive approach, addressing concerns promptly and working to prevent churn. They also demonstrate the product's return on investment (ROI) in partnership with the Head of Data & Analytics through detailed reports, ensuring clients see the value of their partnership. Internal Collaboration Internally, the CSM collaborates closely with sales, product development, and various support teams. A CSM will work with the sales & onboarding team during the client handoff process, ensuring a smooth transition from prospect to active client while fully understanding the client's goals and expectations. Additionally, the CSM provides product teams with valuable insights derived from client feedback, helping to shape features and enhancements that align with client priorities. Regular coordination with support teams ensures that client issues are resolved promptly and consistently, enhancing overall satisfaction. The CSM's role requires a delicate balance between advocating for the client externally and aligning with the company s objectives internally. While they champion client needs, the CSM also manages expectations, ensuring requests are realistic and align with the company s capabilities. By effectively communicating client priorities internally and explaining company constraints to clients, the CSM fosters transparency and trust on both sides. Key Responsibilities • Client Relationship Management: CSMs are responsible for establishing and nurturing strong relationships with clients, including building trust and rapport, maintaining consistent communication, and acting as the client s advocate within the organization. By developing a deep understanding of the client s needs, CSMs ensure that clients feel heard and valued, fostering long-term partnerships. • Goal Alignment: CSMs work closely with clients to align their business goals with the company s offerings. This includes understanding the client s objectives and creating tailored success plans that outline specific milestones and timelines. By doing so, they ensure that the client s desired outcomes are achieved effectively. • Proactive Support: CSMs play a proactive role in monitoring client usage and health metrics. By analyzing key performance indicators, they identify potential issues or opportunities and address them before they escalate. They also regularly demonstrate the product s value to the client, ensuring the relationship remains strong and beneficial. • Advocacy and Escalation Management: Acting as the voice of the client, CSMs represent client interests within the organization, ensuring that client needs are prioritized in product and service development decisions. They also help address client issues, escalating more complex concerns to senior team members to maintain trust and satisfaction. • Upselling and Renewals: CSMs help identify opportunities for up...