Enterprise Client Success Manager

Salary: $120,000 - $140,000 per year Employment Type: Full-Time Location Type: Remote

Company Overview

We exist to make investing in the private markets as easy as Robinhood did for public stocks. We built a TurboTax-style workflow for investors to only see the questions that matter to them, simplifying the fund closing process. Our world-record document completion time is 6 minutes. In the past 6 months, we've processed billions of dollars for thousands of investors. By capturing investor identity through our workflow, we enable them to repurpose it wherever they'd like in the future, creating an "investor passport" – the core reason for our business.

Position Overview

As our first Enterprise Client Success Manager (Enterprise-CSM), you will own relationships with a very small portfolio of tier-one clients, such as BlackRock and other large asset managers. Your charter is two-fold:

• Design & Launch Enterprise Success Program: Build the playbooks, health-scoring, executive-sponsor cadence, and data instrumentation that will become our gold standard for Fortune 500 financial institutions.
• Serve as Strategic Partner: Drive adoption, renewals, and expansion by navigating complex stakeholder matrices and translating each client’s operating model into a scalable Passthrough workflow.

Success will be measured by multi-year, multi-product expansions, referenceable logos, and an NPS that rivals consumer apps.

Responsibilities

• Own relationships from late-stage sales hand-off through renewal for 3-5 strategic accounts.
• Architect onboarding and training motions tailored to tier-one asset managers.
• Define SLAs, support models, and escalation paths that meet tier-one asset managers' expectations.
• Coordinate cross-functional SWAT teams (Product, Engineering, Compliance) to deliver white-glove solutions.
• Create executive business review frameworks and automate account health, usage, and risk reporting; surface data-driven insights to leadership.
• Identify expansion opportunities (additional funds, jurisdictions, or investor services) and partner with Sales to close >120% net revenue retention.
• Channel enterprise feedback into the product roadmap, prioritizing features that unblock large-scale rollouts.
• Pilot beta features with tier-one clients and produce case studies for marketing.

Desired Qualifications

• 5+ years in Enterprise Customer Success, Strategic Account Management, or Program Management with complex, global clients (ideally in fintech, SaaS, or capital-markets software).
• Executive presence: comfortable driving QBRs and negotiations with Managing Directors, General Counsel, and CTOs.
• Track record of building or overhauling enterprise success programs from the ground up.
• Strong project-management chops—ability to run parallel work-streams across legal, security, and product.
• Understanding of private-market fund operations, regulatory frameworks, and institutional investor workflows is a plus.

Hiring Process

We employ a standardized interview process for all Enterprise CSM candidates to ensure equity. Our process is designed to learn as much about each candidate as possible, and to give candidates access to our team and insights into working at Passthrough. All roles require a background check.

1. Initial Screen: A quick 20-30 minute chat with an Operations Team member.
2. Assessments: Short assessments to provide a flavor of the problems you'll solve.
3. Meet Your Manager: 45-minute meeting with Garrett.
4. Meet Leadership: 30-minute meetings with Ben and Tim.
5. Decision: You will receive feedback on the next steps within a week.

Benefits

• Competitive salary ($120,000 - $140,000 per year).
• Passthrough stock options.