Customer Success Manager

3 weeks ago


new york city, United States Alexander Rhodes Associates Ltd Full time

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



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