Enterprise Client Success Managaer
The company you’ll join
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 and see every question that matters to them to make fund closing (i.e. the process of investing into a private fund) easy. Our world record document completion time is 6 minutes.
That may sound boring but we've processed billions of dollars for thousands of investors in just the past 6 months. And by having an investor run through our workflow, we capture their identity so we can allow them to repurpose it wherever they'd like in the future. We call this an investor passport and it's the whole reason we built this business.
The impact you’ll have
As our first Enterprise Client Success Manager (Enterprise-CSM) you will own relationships with a very small portfolio of tier-one clients (think BlackRock and other very large asset managers) whose single deployments can rival an entire SMB segment’s revenue. Your charter is two-fold:
Design & launch Passthrough’s 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 to your clients – drive adoption, renewals, and expansion by navigating complex stakeholder matrices and translating each client’s operating model into a scalable Passthrough workflow.
Success means multi-year, multi-product expansions, referenceable logos, and a NPS that rivals consumer apps.
The problems you’ll solve
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; 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—can run parallel work-streams across legal, security, and product.
Understanding of private-market fund operations, regulatory frameworks, and institutional investor workflows is a plus.
What to expect in the hiring process
We go through the same interview steps for all Enterprise CSM candidates to ensure equity in our hiring process. Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to work at Passthrough.
All roles also require a background check.
Initial screen: a quick 20-30 minute chat with one of the Operations Team members to learn more about each other
A series of short assessments to give you a flavor of the kinds of problems that you’ll have to solve at Passthrough.
Meet your manager: 45-minutes with Garrett
Meet leadership: 30-minutes with Ben, and 30-minutes with Tim
Get a decision: We’ll get back to you within a week on what’s next
Benefits
Competitive salary - $120,000 - $140,000 per year
Passthrough stock options
Health, dental, and vision insurance
Annual health & wellness stipend
401k contribution program with matching
Life insurance
PTO & unlimited sick leave
Parental leave
Who are we?
We’re three ex-Cartans that helped scale Carta’s financial services business to 0 people to 250 people and from Series A to Series F+. We were the Head of Engineering, Head of Go-to-Market, and one of the earliest leaders in operations, product, and sales. We’ve built 20+ person engineering teams, 30+ person revenue and revenue support organizations, and shipped products used by more than 10,000 investors.
We know the problems. We know the customers. We know how to scale businesses fast in ambiguous environments. Come build with us.
Apply to this Job