Head of Client Relationship Management

About the Role

Stavtar is seeking a Head of Client Relationship Management to lead the client experience strategy for StavPay. This role will build and lead the relationship management function, owning the strategic direction for how Stavtar manages, grows, and retains its client portfolio, while personally managing relationships with Stavtar's most strategic clients and stakeholders.

This is a leadership role requiring a commercially minded, client-first executive who can operate confidently at senior and C-suite levels, shape cross-functional strategy, and build a high-performing relationship management team.

Duties & Responsibilities

• Define and execute the overall client relationship management strategy for StavPay, aligning with company revenue, retention, and growth objectives.

• Build, lead, and mentor a team of Relationship Managers, setting standards for client engagement, portfolio management, and performance.

• Serve as the senior escalation point and executive relationship owner for Stavtar's most strategic clients and key stakeholders across client organizations.

• Ensure a consistently high standard of client experience across the portfolio by proactively sharing StavPay product updates, new services, and tailored insights.

• Establish and oversee cadence for client meetings, business reviews, and account planning, ensuring internal teams are aligned and prepared for all client interactions.

• Own and drive achievement of team-wide revenue, retention, and growth targets.

• Map internal and external stakeholders at senior levels, managing relationships up, down, and across organizations to advance strategic business objectives.

• Oversee intake and resolution of client requests, ensuring the team drives issues to resolution with prompt, proactive communication.

• Lead review and negotiation of complex client contracts, ensuring alignment with both client and Stavtar objectives.

• Own reporting on client health, growth, profitability, and KPIs at the leadership level, translating insights into actionable strategy.

• Partner cross-functionally with Product, Sales, Operations, and Executive leadership to represent the voice of the client and influence roadmap and business decisions.

• Demonstrate executive presence and a relentless focus on customer satisfaction, modeling this standard for the broader team.

• Maintain oversight of client activity and insights within HubSpot, ensuring team-wide data hygiene and consistency.

Education & Experience

• Bachelor's degree required; advanced degree (MBA or related) preferred.

• 10+ years' experience in financial services, fintech, account management, business consulting, or business analysis, including experience managing large or strategic accounts.

• 3+ years of experience directly leading and developing a relationship management, account management, or client success team.

• Proven track record of owning revenue/retention targets and driving measurable portfolio growth.

Required Skills & Abilities

• Ability to cultivate trust and rapport with clients and stakeholders at all levels, including C-suite.

• Strong leadership and team-development skills, with experience coaching and scaling a client-facing function.

• Ability to analyze client and portfolio data, identify growth opportunities, and translate them into team strategy.

• Skilled at translating complex concepts into clear, actionable insight for both clients and internal leadership.

• Skilled at anticipating client needs and resolving escalated issues with urgency and creativity.

• Proficient in Microsoft 365 suite & HubSpot.