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Arch · 6 hours ago

Manager, Client Experience

New York, NY

Full-time

Onsite

Mid, Senior Level

5+ years exp

Arch is a Series B financial technology company focused on automating the management of private investments. The Manager, Client Experience will lead and scale the post-onboarding client experience function, ensuring high-quality support for clients, and managing a team of Client Experience Strategists.

Hedge FundsReal Estate InvestmentSoftwareVenture CapitalWealth Management

Growth Opportunities

Responsibilities

Roll out and continuously improve structured client experience programs, including service models, engagement frameworks, and operating playbooks

Systematize how Arch supports different client types to improve consistency, efficiency, and scalability

Identify opportunities to improve workflows, tooling, and internal processes

Oversee ongoing client relationships, including check-ins, health monitoring, escalations, and renewals

Manage a portfolio of high-priority client relationships while supporting team-wide delivery

Ensure accurate and up-to-date client records, workflows, and communication standards

Identify expansion opportunities across new features, products, and broader firm adoption

Monitor drivers of churn and proactively mitigate risk

Surface and prioritize client feedback and product requests in partnership with Product and Engineering

Maintain best-in-class data quality, reporting accuracy, and delivery standards

Oversee ongoing client data updates and operational workflows

Support occasional evening or weekend coverage as part of Arch’s operating rhythm and service commitments

Partner with Implementation teams to strengthen handoffs into post-onboarding ownership

Work closely with Account Management and Operations to align priorities and execution

Qualification

Client Success ManagementPeople LeadershipProject ManagementAdvanced ExcelData AnalysisCommunication SkillsOrganizational SkillsProblem SolvingTeam Collaboration

Required

5-10+ years of experience in Client Success, Account Management, Customer Success, or a related client-facing role

1–3+ years of people leadership experience, including coaching, feedback, and performance development

Proven ability to manage high-touch, high-stakes client relationships and lead teams supporting complex accounts

Strong organizational and project management skills, with the ability to balance competing priorities

Clear, confident communicator who can build trust with both clients and internal stakeholders

Comfortable operating in ambiguity, with a bias toward action and building structure where needed

Advanced Excel skills for analysis, tracking, capacity planning, and reporting

Preferred

Experience working in startup or high-growth environments

Exposure to or interest in fintech and data-driven products

Experience in wealth management, private banking, family offices, fund management, or accounting

Experience with SQL or interest in developing data analysis skills

Benefits

Strong Team - You’ll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.

Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.

Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.

Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.

Great office - we’ve invested in a great space for the Arch team to come together, at 18th and Park in Manhattan (the old Buzzfeed / NYT headquarters).

Lunch is on Us - Grab lunch on us while you’re in the office and take a break to laugh, brainstorm, or just hang out with your teammates over a meal.