Client Success Manager - Associate

About the Role

iCapital is seeking an Associate to join the Onboarding Solutions team. This role sits at the center of iCapital's mission, focusing on enhancing operational scalability, driving innovation, and ensuring the delivery of exceptional experiences to iCapital clients and partners. This individual will become an expert and advisor on the iCapital platform while striving for operational excellence.

The ideal candidate is proactive, intellectually curious, and service oriented. This highly collaborative role requires the ability to partner cross-functionally to continuously improve and optimize operational processes.

Responsibilities

• Ensure client engagements are successful for clients, their investors, lawyers, and fund administrators.
• Own the client relationship from the sales hand-off through go-live and beyond.
• Seek and synthesize customer feedback to inform product and process improvements.
• Identify risks, gaps, or delays in onboarding and drive resolution proactively.
• Understand complex legal and operational requirements and translate those into clear, actionable workflows for the Onboarding team.
• Manage timelines, expectations, and communication across internal teams and external stakeholders.