Our Company

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. 

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

Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘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 team of 120+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.

Senior Client Experience Manager

We’re looking for a Senior Client Experience 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 o