Customer Relations Lead

5+ years of client-facing account management experience, including 2+ years managing a team.
Operational fluency, ideally in fund administration, financial services, or a similarly complex domain.
Commercial acumen, with exposure to contracting nuances including repricing and renewal support.
Proven ability to lead through ambiguity, prioritize ruthlessly, and take initiative to improve or build process.
Experience managing incidents, communicating with stakeholders, and driving cross-functional alignment.
Strong judgment and problem-solving skills; you see around corners and act proactively.
High standards for execution and a bias for action; you don’t just see what’s broken, you take ownership and resolve it.
Deep empathy for customers and a belief that support should be a strategic differentiator.
A strategic business mindset to balance competing priorities and navigate the pace of a fast-moving startup.

Lead, coach, and manage a team of Account Managers and Associates responsible for GP onboarding, enablement, and lifecycle management across fund types.
Personally own key customer accounts, engaging with high-value GPs to deliver proactive, strategic support across fund lifecycles.
Oversee operational execution, ensuring high task throughput, strong SLA adherence during peak seasons, and timely incident resolution.
Drive GP retention and satisfaction by monitoring key health metrics (e.g., NPS, CSAT, churn) and intervening early to de-risk issues.
Act as the Incident DRI (Directly Responsible Individual) for customer-impacting issues, coordinating internal teams and driving to resolution with clear external comms.
Identify and help resolve systemic issues across product, tax, and ops workflows to improve the customer experience and contribute to revenue growth.
Set the standard for what “great” looks like across every customer touchpoint.
Co-create a scalable team with the head of function, removing operational obstacles and reducing redundant manual effort, with the goal of improving the ratio of reactive to proactive work.