Lead Customer Success Strategist

2 weeks ago

New York, New York, United States The Ladders Full time
Role Overview:

The Senior Customer Success Manager is pivotal in guiding clients towards realizing their strategic objectives and optimizing the value derived from their investment in The Ladders.

This position entails close collaboration with clients to forge robust strategic alliances, promote adoption initiatives, demonstrate technical best practices, and cultivate new connections. The CSM plays a vital role in driving annual recurring revenue (ARR) through expansion and effective customer success management.

Key Responsibilities:

Enhancing Customer Engagement:
  • Build and nurture strong relationships with internal teams and clients to foster customer success and positive outcomes.
  • Act as the primary point of contact for clients regarding the adoption and utilization of services, proactively expanding a network of contacts within the client’s organization to provide insights for achieving defined success.
Promoting Customer Adoption:
  • Assist clients in maximizing their use of platforms and services, implementing best practices to ensure renewals and expansions.
  • Advise senior management on evaluating current adoption levels and addressing business challenges.
  • Propose solutions for enhancing adoption and identify upsell and cross-sell opportunities as appropriate.
  • Engage users and specialists from both organizations in initiatives to boost adoption levels, establishing measurable KPIs to track progress and demonstrate impact on business outcomes.
Driving Business Expansion:
  • Collaborate with senior management to identify strategic business objectives and transformation initiatives.
  • Utilize knowledge of client business to align products and services with their goals.
  • Assist in developing business cases and determining measurable KPI improvements for success.
  • Support complex opportunities with Sales Specialists and present success stories to drive additional business value for clients.
  • Identify areas for optimization and introduce new features or services to enhance business value.
Client & Customer Management:
  • Develop strategic client relationships, leveraging internal teams to ensure customer satisfaction and loyalty.
  • Manage stakeholder expectations, focusing on adoption deliverables and adhering to contractual terms. Utilize success plans to guide and drive adoption, shape deals, and formulate business cases.
  • Establish and maintain long-term relationships with C-level executives, engaging in discussions on industry trends and business opportunities.
  • Collaborate with clients to create and update success plans, ensuring execution to achieve business outcomes.
Qualifications:

Working as a Customer Success Manager at The Ladders provides a significant impact on clients. We seek candidates with:
  • Expertise in Investment Management/Buy-side Technology to deliver business insights and assist clients in achieving their goals.
  • Comprehensive knowledge of the Investment Management/Asset Management Value Chain.
  • Experience in Customer Success Planning, Driving Adoption, and guiding on Customer Success Paths.
  • Ability to navigate the organization to present suitable commercial offers to clients.
  • Customer-centric approach with Commercial Acumen.
  • Capability to align and collaborate with various stakeholders.
  • Flexibility for travel when necessary.
  • Willingness to work from the office as per our hybrid work model.
Additional Information:

SimCorp is an equal opportunity employer and encourages applications from individuals with disabilities. Accommodations are provided upon request for candidates participating in the selection process.

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