Customer Success Manager
New York (Hybrid)
The Company:
• #1 Capital Markets CRM SaaS platform
• Used by brokers, investment banks, and researchers
• Multi-award-winning business
• Headquartered in London, UK
The Role:
Reporting directly to the Head of Customer Success, you will be managing relationships with mid-tier capital market customers, ensuring they get the most out of the client engagement and analytics solution. You will act as a strategic contact and relationship owner for clients.
Responsibilities:
- Understand clients' business objectives and strategies to effectively align our SaaS solutions with their goals, thereby driving usage, adoption, and overall success
- Assisting to onboard new clients smoothly with our dedicated Implementation team, providing guidance, training, and support to ensure a seamless integration and implementation of our software solutions
- Proactively engage with clients to conduct regular check-ins, gather feedback, and identify and close opportunities for upselling or cross-selling additional services/products
- Negotiate and execute client contractual renewals with the goal of securing multi-year agreements
- Collaborate closely with product teams to relay client feedback, contribute to product enhancement initiatives, and ensure the timely resolution of issues
- Monitor client health metrics and develop strategies to mitigate churn, increase retention rates, and promote long-term client satisfaction and loyalty
- Champion best practices, create resources, and deliver training sessions/webinars to educate clients on maximising the value of our fintech SaaS offerings
- Create and seek out referenceable clients and potential case study candidates
The Candidate:
Minimum 4 years of Customer Success or relationship focused account management experience including with senior stakeholders
• Experience in cross-selling services to existing clients and contract negotiations
• Knowledge and experience within the financial services industry, preferably in capital markets
• Familiarisation with cloud technologies, SaaS, use of APIs etc
• Proven ability to manage accounts and workload proactively
• Customer focussed mentality and a willingness to solve problems