Manager, Client

Location

New York City

Full time

On-site

Operations

• $130K – $145K
  • Offers Equity

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes.

Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information.

Enter, Arch.

Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes.

We are a fast-growing, dynamic team of 200+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.

We’re looking for a Manager, Client Experience to help lead and scale Arch’s post-onboarding client experience function.

In this role, you’ll be responsible for both owning the day-to-day client experience and leading a team of Client Experience Strategists who manage relationships beyond onboarding. You’ll partner closely with Account Management, Implementations, Product, and Operations to ensure our highest-touch client segments, including Family Offices and ultra-high-net-worth clients, receive a seamless, proactive, and high-quality experience.

This role is ideal for a hands-on leader who enjoys coaching teams, building structure, and working directly with clients in complex, fast-moving environments.

• 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.

• 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…