Senior Account Manager

Our Company

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 opportunities for manual data entry errors, inconsistent reporting, and lost information. Enter Arch.

Arch is a Series A financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes. Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of fund manager 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 company serving hundreds of clients, and we are looking to hire in all departments as we scale.

Senior Account Manager

We're looking for a Senior Account Manager to strengthen and grow Arch's strategic client relationships. In this role, you'll take ownership of post-onboarding account management while delivering a white-glove experience, resolving complex issues with empathy and efficiency, and helping clients get the most out of the Arch platform. You'll work closely with a wide range of investors, from family offices to institutions, and be a key player in deepening client trust, expanding adoption, and helping shape how we deliver long-term value and support to clients at scale.

Our objectives for the role:

• Strategic Client Ownership
  
  • Collaborate with leadership on high-priority and strategic accounts, ensuring a unified and elevated client experience.
  • Serve as the primary escalation point for complex client issues, driving resolution across teams.
  • Serve as a strategic thought partner to clients, helping them solve operational challenges, make informed decisions, and extract the most value from Arch.
  • Leverage industry knowledge to act as a trusted advisor, offering insight and recommendations tailored to each client's investment workflows and operational goals.
• Post-Onboarding Client Management
  
  • Conduct regular check-in meetings with clients to assess their needs and satisfaction.
  • Proactively identify potential challenges and de-escalate high-stakes issues with empathy, clarity, and urgency. Coordinate with internal teams to deliver timely and effective resolutions.
  • Maintain comprehensive client records and notes in our systems.
  • Monitor client accounts for data quality issues and promptly address any discrepancies.
  • Provide training to end user groups to ensure deep product understanding and adoption.
• Account Growth and Expansion
  
  • Identify opportunities to increase adoption and drive renewals, expansion and upsell conversations.
  • Capture feedback, feature requests, and usability insights, and collaborate with Product, Engineering, and Operations to improve the client experience.
• Client Communication
  
  • Keep clients informed about product updates, enhancements, and new features.
  • Foster and maintain strong, long-term relationships with clients.

What we're looking for:

• 4-6+ years of experience in account management, customer success, or client service - in fintech, SaaS, or financial services.
• A strategic mindset with the ability to act as a thought partner to clients, anticipating their needs and offering insights.
• Exceptional communication skills with ability to own and drive strategic relationships - especially those that are more ambiguous.
• Familiarity with financial data, reporting workflows, and investment operations.
• Proven ability to de-escalate client concerns and drive resolutions across cross-functional teams.
• Strong problem-solving skills and attention to detail, especially when working with financial data.
• Experience managing multiple client accounts with varying priorities and workflows.
• Comfortable in a fast-paced, high-growth environment where you'll help define best practices.

Bonus points if you:

• Have previously worked in wealth management, a family office, fund management, accounting, or a related financial field
• Are familiar with the terms capital calls, IRRs, recallable distributions, or K-1s
• Know SQL or want to learn
• Have taken finance or accounting courses

A Note about us:

All of our roles are based full-time at our New York City office, where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections, collaborate effectively to solve challenges, and foster an engaging environment focused on shipping product and delivering exceptional service to our clients.

We encourage applicants currently located in or willing to relocate to the NYC area to join us in this exciting, hands-on workspace.

Some perks of working for Arch include:

• Strong Team - You'll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.
• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
• Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. We're always ready to step in to help.
• Lunch is on Us - Grab lunch on us while you're in the office and take a break to laugh, brainstorm, or just hang out with your teammates over a meal.