Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main point of contact for enterprise account relationships, concentrating on strategic alignment, account development, and upselling possibilities.

• Create and sustain long-term account strategies while offering cross-product support to clients.

• Collaborate with Product, Marketing, Delivery, and Engineering teams to advocate for client needs, enhance value propositions, and synchronize the product roadmap with client success.

• Work alongside Solutions Engineers to manage client onboarding, implementation scoping, and post-launch delivery.

• Formulate and implement strategic account plans to guarantee client retention, optimize expansion, and showcase client value.

• Establish and adhere to customer success metrics while keeping client health records, milestones, and expansion pipelines updated in HubSpot and Gong.

• Provide data-driven insights regarding client health, product utilization, and account growth to senior management.

• Keep track of market trends, regulatory changes, and client requirements in investment management and the middle-to-back office sector.

⛳️ Requirements

• Over 8 years of experience in Customer Success, Relationship Management, or Account Strategy within investment operations technology or financial services.

• Strong domain knowledge in investment management middle- and/or back-office solutions or related fields like fund accounting, financial/regulatory reporting, and investment operations reconciliations.

• Proven experience managing high-value institutional accounts, meeting retention targets, and promoting account growth and expansion.

• Capability to engage and influence senior executives and C-suite stakeholders with authority.

• Strategic thinker adept at converting client operational challenges into technical solutions and growth opportunities.

• Knowledge of pertinent financial market regulations.

• Experience with or enthusiasm for utilizing AI tools to automate and scale operations.

• Outstanding communication, presentation, and negotiation skills.

• Strong executive presence and excellent interpersonal skills.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Reasonable accommodations available for individuals with disabilities.