Client Success Manager (Eastern)

This position can be done remotely and will be required to work Eastern Timezone (9:00 am to 6:00 pm EST)

The company you’ll join

Investing in private equity or venture capital should be as easy as buying a stock on Robinhood, but it isn’t. Instead of purchasing investments in a few clicks, investors fill out 200+ page forms.

Passthrough simplifies investor onboarding, fund closing, and compliance with workflows that guide investors through only what applies to them, and once they’ve invested, we save their information to create a reusable investor profile, so the next investment is even faster.

Since launching in 2020, we’ve processed tens of billions of dollars and helped 50K+ investors complete documents in as little as 2 minutes. We’re making an outdated, manual process into something modern, simple, and built for scale.

The impact you’ll have

You’ll also be one of the earliest employees at Passthrough and will be a huge part of defining the culture and structure. We’re looking for people who can grow with us.

Our goal is to make our customers love us and for their investors to recommend us. At Passthrough, you will work on onboarding, training, and client success. You’ll be the face of our business to fund managers and their limited partners.

The problems you’ll solve

• Ensuring that our client engagements are successful for our customers, their investors, lawyers, and fund administrators

• Owning the client relationship from the sales hand-off to go-live to closing

• Seeking customer feedback about how we can improve our product

• Ensuring error-free client onboarding

Required Qualifications

• Proven experience as the primary owner of client relationships, including managing renewals, driving product adoption, and delivering overall client success outcomes.

• Demonstrated ability to develop and execute account strategies, including success planning, leading QBRs/EBRs, and proactively identifying growth opportunities or risks.

• Track record of accountability for client retention and satisfaction metrics, beyond reactive support or ticket resolution.

Preferred Qualifications

• Familiarity with fund formation processes, including structuring and regulatory compliance.

  • Experience working within the private markets ecosystem (fund managers, LPs, law firms, fund administrators, or related service providers).

  • Basic understanding of KYC and investor onboarding processes within private markets, including the handling of subscription documents and investor data.

• Proactive and curious mindset, with a strong desire to help clients and colleagues succeed.

• Strong communication skills with the ability to engage senior executives (C-suite, partners, etc.) and navigate ambiguity in a fast-paced, evolving startup environment.

• Exceptional attention to detail when managing VIP or enterprise-level accounts.

What to expect in the hiring process

We go through the same interview steps for all Client Success 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.

1. Initial screen: a quick 20-30 minute chat with one of the Client Operations Team members to learn more about each other

2. A series of short assessments to give you a flavor of the kinds of problems that you’ll have to solve at Passthrough.

3. Meet your manager: 45-minutes with Pam

4. Meet leadership: 30-minutes with Garrett, and 30-minutes with Tim

5. Get a decision: We’ll get back to you within a week on what’s next

Benefits

• Competitive salary - $80,000 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