Client Success Manager / Director (North America)

We’re looking for an analytical, hands-on client success leader to own our North American client relationships and lead implementations from kickoff through go-live and beyond. You’ll be the trusted partner for institutional clients, lead complex onboarding projects, and drive retention and growth across your accounts. You’ll also help build how client success works at KOR. If you have deep experience in OTC derivatives or regulatory reporting, like being close to the detail as well as the relationship, and use modern tools (including AI) to scale what you do, this role is for you. We’ll hire at Manager or Director level depending on experience.

About us

We are a VC backed fintech with a live product in the regulatory trade reporting space and growing list of institutional clients.  Our product journey has started in the US with expanded services covering Canada, UK, EU, Australia and Singapore.  If you want to join a scale-up that is going to provide growth and ownership, keep reading.

KOR is a company built on leading edge cloud technology built by industry domain experts and world class in-house engineering.  We're on a mission to innovate B2B trade servicing starting with regulatory reporting in time for a global wave of mandated changes hitting all segments of market participants across OTC derivatives transactions.  We’re solving the most challenging problems around by bringing fresh designs and solutions to data utility, quality, and processing inefficiencies... while unlocking insane value for clients. 

Teamwork and laser focus are central to everything we do at KOR. With the right support, we believe small independent teams with deep expertises achieve better results and encourage skilled people to take responsibility and grow their careers. We live by the mantra of work humble, work smart, and work together.

What you’ll do

• Own a portfolio of institutional client relationships across North America, from operations teams up to senior stakeholders

• Lead client implementations end to end: scoping, planning, coordinating with our engineering team, test cycles and go-live

• Be the senior escalation point, working through complex reporting, data and regulatory issues with clients

• Drive retention, renewals and account growth, and partner with sales on expansion and new client pre-sales

• Define and improve client success processes: onboarding playbooks, health scoring, QBRs and escalation paths

• Use AI and automation to scale the team’s work and lift the client experience

• Bring client and regulatory insight back into product priorities and KOR working groups

• Visit clients on-site for kickoffs, go-lives, executive meetings and relationship reviews

• Director level: lead and grow the North America client success team, including coaching analysts, and own CS metrics and reporting to leadership

About you

You’re analytical, client-facing and hands-on. You like to understand how things work, you’re comfortable going deep into data, and you take ownership of outcomes. You see AI and modern tooling as a way to do better work faster, not a novelty.

• 6+ years in OTC derivatives or regulatory reporting, with significant client-facing or implementation experience (Director: 10+ years, including leading people or a function)

• Strong working knowledge of North American regimes (CFTC, SEC, CSA), with exposure to EMIR, ASIC or MAS as a plus

• Proven track record leading complex implementations for institutional clients

• Experience owning client relationships, renewals and account growth

• Analytical and comfortable with data: able to diagnose an issue yourself before escalating

• Already using AI tools in your daily work and keen to shape how a team uses them

• Excellent communicator, from technical teams to executives

• Based in North America and happy to travel to clients regularly (around 10–20%)

• Nice to have: SQL, APIs/JSON, ISO 20022 or FpML, experience at a reporting vendor or trade repository, experience building a CS function at a scale-up

At KOR, company culture and fit to it is everything to us. We are looking for an open-minded, humble, driven, communicative, team-player to join us.

What we have to offer

• Fully remote

• A culture of trust, ownership and constructive feedback

• Competitive salary

• A modern tool stack, including AI, and room to shape how we use it

• A span of control that matches your ambitions and skills

• Tell us what else matters to you

Beyond the package, we’re committed to a working relationship that runs both ways. We’ll listen, take your needs and goals seriously, and invest in your professional growth. If you want room to grow at a company that values your work and backs your ambitions, we’d like to hear from you.