Client Success Manager

1 month ago

New York, New York, United States FundApps Full time

The Role

The Client Services team at FundApps consists of over 20 professionals specializing in Implementation, Client Success, and Client Experience, who work from our offices in London, New York, and Singapore. We have a passion for excellent client service and set the bar high. In seeking to expand the team further, we are looking for a Client Success Manager in any of these locations who can help us scale the business while continuing to maintain our high client satisfaction rating (currently 100%) and market-leading Net Promoter Score (60).

Your Mission

As part of the Client Success team within Client Services, you'll ensure clients get the most value from our products and services. While the objectives align with what's expected from most Client Success roles—enhancing client understanding and adoption—our approach leverages technology, automation, data, and scalable strategies. This position requires a blend of technical acumen, data analysis, communication, and strategic thinking, and success in this role will be measured by both client satisfaction and by how effectively and efficiently we achieve this.

Your responsibilities will include:

  • Client Engagement: Establish best practices for client success, foster strong relationships, and maintain consistent touchpoints with clients throughout their journey.
  • Spotting ARR Opportunities: Recognize clients with growth potential to expand their use of our services.
  • Driving Process Excellence: Ensure client interactions are accurately recorded in our CRM and that all systems are regularly maintained and updated.
  • Providing Data-Driven Insights: Gather and analyze data to assess client health, implement strategies to drive product adoption and client satisfaction, and mitigate churn risks.
  • Improving Our Services: Collaborate with Product and Regulatory Content teams to convey client needs and suggest product enhancements. Work with the Client Experience team to identify thematic support issues and create scale solutions while promoting client self-service and optimizing our existing self-serve resources.
  • Continuous Learning: Develop expertise in our products, gain a deep understanding of financial concepts, and commit to ongoing learning.

What you'll bring to the team:

  • Relevant Background: At least 2 years in a Client Success or Technical Account Management function, preferably within a financial SaaS or RegTech company. Strong understanding of client management systems, processes, and metrics.
  • Industry Knowledge: Experience working with asset managers, hedge funds, pension funds, and/or banks.
  • Proactive Mindset: Ability to adapt to change quickly and handle a fast-paced, challenging environment. A resourceful mindset focused on delivering value and enhancing client relationships.
  • Technical Acumen: Ability to quickly learn technical knowledge related to FundApps, including financial instruments, trading terminology, and Shareholding Disclosure and Aggregation methodology.
  • Communication Skills: Excellent written and verbal communication skills coupled with excellent organizational skills and a passionate, dedicated, and solutions-focused attitude.

A couple of important details

We require permission to work in the US without sponsorship. We work hybrid and ask that new FundAppers work at our shiny NY office 3 days per week during the first 6 months to make the most of getting to know the business and other FundAppers.

Life at FundApps

Work/life balance with flexible hybrid working

Private medical and dental insurance

Wellbeing benefits such as mental health coaching and a Headspace subscription

Peer micro-bonuses through Bonusly

$1,300 learning budget each year and unlimited professional development leave

Peer-led 'Brown-bag lunch' learning sessions and annual Learning Festival

25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years

5 Years @ FundApps - additional 4 weeks paid holiday leave during your 5th year as a FundApper

26 weeks leave for all new parents regardless of gender, location or family structure

Volunteering leave

Birthday off

We are proud of the diversity of all FundAppers - it makes us strong. We provide flexibility around religious observances and embrace a variety of cultural celebrations If you're looking for a workplace where you can just be yourself, you're in the right place.

Your privacy

Any information you submit through our job application process will be used for the purposes of assessing your fit for a role at FundApps. We may also retrieve and store information from your public social media profiles for the same purpose. By applying for this position, you consent to your data being processed in accordance with the FundApps privacy policy.

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