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Job description
Citi Commercial Bank - Client Success Manager - Assistant Vice President
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Job Overview
Position Summary
The Client Success Manager (CSM) is positioned as the central driver of continuous improvement in the client experience , responsible for governance, advocacy, proactive communication, coordination across service partners, and leveraging deep business understanding to enhance the overall relationship and deliver seamless execution.
While the primary focus is on client experience, the CSM role is fundamentally revenue-producing. By driving superior client satisfaction and deepening relationships, the CSM enables share of wallet expansion and sustainable revenue growth. The CSM connects treasury partners, coverage, and the client to improve client experience and drive revenue growth, maintaining accountability for client sentiment and relationship continuity across the entire client lifecycle.
What You Will Do
Client Experience & Relationship Management
Own client sentiment and treasury Voice of the Client (VoC) , driving the client experience to achieve "Very Satisfied" or "Satisfied" ratings as a goal
Lead health check call cadence with key client contacts and senior decision makers
Host proactive Client Experience relationship reviews with senior stakeholders
Build a deep understanding of the client's business to strengthen relationships and drive efficiency
Serve as the senior point of contact , removing barriers and resolving issues proactively
Exceed 30+ client interactions per month across the client portfolio
Revenue Growth & Sales Support
Surface incremental opportunities within existing client relationships and lead add-on deals with existing entities
Lead cash sales opportunities (when appropriate) through deal lifecycle with Banking teams
Execute monthly Sentiment Check for client portfolio
Achieve Revenue Growth Target and Payments Fee growth targets
Client Advocacy & Issue Resolution
Be the client advocate to ensure issues are addressed promptly working with Service and Operations partners
Drive early and structured escalation via client issue tracking systems and experience forums
100% completion of action plan for respondents with critical VoC issues
Be responsible for driving superior client satisfaction
Implementation & Digital Engagement
Coordinate across Onboarding, Solution Specialists, and coverage to keep implementation on track and drive adoption
Drive digital engagement to enhance treasury efficiency and the overall client experience
Lead client communication of product migrations, regulatory changes and market updates
What We’ll Need From You
Experience & Knowledge
Significant experience in Client Management roles
Relevant Treasury/Cash Management experience
Understanding of treasury products and solutions across cash management, cards, and trade
Knowledge of client operating procedures, organizational structures, and Transaction Service needs
Skills & Competencies
Excellent interpersonal, influencing and diplomacy skills to manage internal and client relationships
Strong analytical and problem-solving skills
Clear and concise written and verbal communication skills
Time management and organizational skills
Ability to work collaboratively across multiple stakeholder groups (Product, Operations, Coverage, Solution Specialists, Business Development)
Strategic thinking with ability to develop account plans and drive wallet expansion
Client advocacy mindset with focus on driving superior satisfaction
Data-driven decision making using analytics tools, dashboards, and scorecards
Fluency in English and ideally in at least one additional European language
Technical & System Knowledge
Proficiency with CRM systems and sales disciplines
Understanding of data and analytics tools including client analytics, client satisfaction platforms, VoC systems, sales dashboards, performance scorecards, account planning tools, and campaign management
Familiarity with treasury platforms and digital solutions
Location(s):
Stockholm, Stockholm County, Sweden
Job Type:
Hybrid
Working Environment:
office setting, minimal travel required.
Effort: minimal physical effort required.
This Role is a “Controlled Function” Role as defined by the Central Bank of Ireland Reform Act 2010 and Principal Regulations 2011, and amending Regulations 2014, 2015
Job Family Group:
Institutional Sales
Job Family:
Investor Sales
Time Type:
Full time
Primary Location Full Time Salary Range:
kr615,300.00 - kr984,700.00
Most Relevant Skills
Please see the requirements listed above.
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.
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Worksite address
new york, NY, 10261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.