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Lead Customer Success Strategist

2 months ago

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

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

This position emphasizes the importance of building robust strategic partnerships, promoting user engagement, demonstrating technical best practices, and nurturing new connections. The CSM plays a significant role in enhancing annual recurring revenue (ARR) through expansion initiatives and effective customer success management.

Key Responsibilities:

Enhancing Customer Engagement:
  • Develop and maintain strong relationships with internal teams and clients to foster customer success and positive results.
  • Act as the primary liaison for clients regarding the adoption and utilization of services, proactively cultivating a network of contacts within the client’s organization and The Ladders to provide insights for achieving defined success.
Promoting Customer Adoption:
  • Assist clients in maximizing their use of the platform 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 where applicable.
  • 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 crafting business cases and determining measurable KPI improvements for success.
  • Support complex opportunities with Sales Specialists and present success stories to illustrate further business value for clients.
  • Identify optimization opportunities and introduce new features or services to enhance business value.
Client & Customer Management:
  • Build 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 the success plan, ensuring its execution for achieving business outcomes.
Preferred Qualifications:

Working as a Customer Success Manager at The Ladders offers a significant impact on clients. We seek candidates with:
  • Expertise in Investment Management/Buy-side Technology to provide business insights and assist clients in achieving their objectives.
  • Comprehensive understanding 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.
  • Willingness to travel as necessary.
  • Flexibility to work from the office as per the hybrid work model.
Next Steps:

To apply, please submit your application through our career portal.

Note: Only applications submitted through our system will be considered.

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