Client Onboarding & Implementation Manager at 9fin

About 9fin 9fin is the AI platform powering global debt markets — the world’s largest asset class at over $145 trillion. Debt markets are vast, global, and mission-critical, yet still run on fragmented data, PDFs, and manual workflows. 9fin replaces this broken infrastructure with a single platform that centralises proprietary credit data, deep analysis, and high-value workflows across global markets. Today, 9fin powers teams at 300+ blue-chip institutions worldwide, including global banks, asset managers, private equity firms, law firms, and advisors. The business is scaling at exceptional speed, with rapid expansion in the US and best-in-class retention driven by deep workflow adoption. We’re at a defining inflection point. With proven product-market fit and strong, global market pull, 9fin is accelerating toward becoming the category-defining platform for debt markets worldwide. ABOUT PRIVATE 9FIN Private 9fin is our newest and most powerful product, designed to bring clarity and structure to some of the most sensitive and complex information in credit markets. It gives clients secure access to confidential issuer documents and information, and integrates them seamlessly into the broader 9fin platform. This data powers our in-depth covenant analysis, credit research, and proprietary analytics — helping clients move faster, stay compliant, and make smarter decisions. WHAT YOU’LL WORK ON You’ll be the first dedicated client services hire on the Private 9fin team. This means you’ll have real ownership, influence, and visibility from day one. You’ll build and run our onboarding and support model from the ground up, helping clients get value quickly and use our platform confidently. You’ll be the bridge between our clients and internal teams, ensuring everything runs smoothly across onboarding, access, support, and day-to-day operations. This is a high-impact role with plenty of variety, including: Client onboarding - Lead the full onboarding journey for new clients, from kickoff to go-live - Ensure clients are set up smoothly and securely in our platform - Design clear documentation and training materials to make onboarding scalable Access management & support - Track how clients are using the platform, troubleshoot issues, and offer hands-on support - Be the main point of contact during onboarding — answering questions, solving problems, and escalating when needed - Deliver training and guidance to help clients get the most from our document management system Scaling the product - Build repeatable, scalable processes as the product and client base grow - Continuously refine workflows, documentation, and support tools Cross-functional coordination - Work closely with sales, product, engineering, and data teams to make sure client setups are correct and issues are resolved quickly - Relay client feedback to improve the platform and user experience Platform & access configuration - Manage permissions and access settings for clients, in line with our security and compliance policies - Maintain accurate records of client configurations and document access ABOUT YOU You're likely a good fit if you have: - Experience with onboarding or account management, ideally in SaaS or fintech - Strong communication and relationship-building skills — you’re comfortable talking to clients and internal stakeholders alike - Good technical instincts — you don’t need to be an engineer, but you can troubleshoot tools and explain systems clearly - High attention to detail and excellent project management skills - A client-first mindset — you’re proactive, solution-oriented, and always thinking about how to make the experience better - Familiarity with CRM platforms, document management tools, and security best practices - Exposure to financial services or legal document workflows, a plus OUR BENEFITS We’re a scaling start up and we enjoy sharing our success, when the company succeeds, we always reinvest that in our people. We also offer huge amounts of responsibility, an abundance of opportunity for growth and a platform to truly excel. Financial & Insurance - Salary $120,000 - $150,000 (depending on experience) - Equity options - 401(k) (9fin pay 3%, employee contributions are uncapped) - Private Health Insurance, with Dental and Vision - Paid sick leave - Disability Insurance (New York) - Commuter Benefit Time off - 25 vacation days per year - Local public holiday - Hybrid working model, to allow you the flexibility to decide how, where and when you do your best work - Work abroad for up to 3 months a year - 1 month paid sabbatical after 5 years of service - Enhanced parental leave & flexible working arrangements available Training & Culture - Professional learning and development budget - AI experimentation budget of $1,000 per employee to trial AI tools - Bi-annual team socials - Summer and Winter company social events 9fin is an equal opportunities employer At 9fin we are dedicated to building and promoting a fair and inclusive workplace where everyone can reach their full potential and truly belong. We recognize that building diverse teams enables a more creative and productive environment. If you’re excited about this role but your experience doesn’t perfectly align with the job description, we encourage you to apply anyway. You might just be who we’re looking for — either for this role, or perhaps another.