Our client is a leading and long-established SaaS Fintech that provides trade processing automation products and counts the world’s leading Investment Banks and Hedge Funds among their clients. This is a fantastic opportunity to shape the client experience vision and strategy at a well-established and respected capital markets fintech firm.

You will be an experienced and passionate CSM professional with a Fintech and/or capital markets background.

The organisation is continuing to grow its client base, revenue and product offerings and consequently there is the need to hire a Client Success Manager for a newly formed team that will hold overall responsibility for client experience. The successful applicant will head up the new function with an initial x2 experienced direct reports who are subject matter experts on the product provided and the needs of the industry. You will also have scope to grow the team further.

THE ROLE: Customer Success Manager

This is an opportunity for an enthusiastic and ambitious individual to play a key role in supporting the business through an exciting period of growth, by building the companies first Client Success Team.

The Manager of Client Success will be a direct report to the Global Head of Service Delivery and will work closely with the Client Services, Key Account Directors, as well as the broader Service Delivery team. It is a hands-on role with direct responsibility for a set of key clients. The role will also be a key contributor to the Client Success strategy and be given scope to grow the team.

KEY RESPONSIBILITIES: Customer Success Manager

• In line with the Global Head of Service Delivery, strategically lead the vision and implementation of Client Success across the product portfolio.
• Define KPI’s processes, functionality, team management, and own personal book of business.
• Responsible for providing exceptional experiences to our clients to ensure they optimise value and adoption of product suites.
• Manage and train a team of Client Success Managers
• Primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders & maintaining a focus on driving business value through to renewal.
• Deploying and enabling operational use and strategic partnering to identify new opportunities for the customer to expand into.
• Owning customer relationships, which includes increasing adoption, ensuring retention, driving growth and client satisfaction.
• Working with clients to establish goals and KPIs.
• The internal advocate for clients, collaborating closely with Client Services, Client Onboarding, Key Account Directors and Product to achieve required outcomes

SKILLS / EXPERIENCE REQUIRED: Customer Success Manager

• 5+ years’ experience delivering Client Success within SaaS industries.
• Experienced in successfully building and leading Client Success functions.
• Exposure and awareness capital markets trade processing and lifecycle is beneficial, but not essential
• Clear passion for delivering excellent client experience.