Customer Success Manager

Overview

In this role you manage the end-to-end client journey to drive adoption, retention and growth for strategic accounts. You work with cross-functional teams to deliver a data-driven, world-class client experience and support renewal opportunities. You will educate clients on capabilities and coordinate with product teams to relay feedback and enable adoption at scale. The position emphasizes collaboration, continuous learning, and leveraging CRM data to deepen relationships and outcomes.

Pay / Benefits

• Health & Wellness
• Flexible Downtime
• Continuous Learning
• Invest in Your Future
• Family Friendly Perks
• Beyond the Basics

Responsibilities

• Develop proactive, cross-functional contact programs with Marketing, Product and account teams
• Drive service improvements focused on product adoption and usage growth
• Maintain and enrich account profiles in Salesforce with affiliations, geography, and business interests
• Educate clients about capabilities to boost usage and awareness
• Increase adoption by targeting key users and expanding user base
• Provide platform and feature training (on-site or virtual) and relay client feedback to product management
• Monitor product usage with analytics to support renewal proposals and upsell opportunities
• Stay informed on product enhancements and new offerings and relate them to customers
• Route client enhancement requests to product stakeholders
• Leverage CRM and cadence tools to optimize client engagement
• Work from office at least 2 days per week

Key requirements

• Positive, proactive attitude and collaborative mindset
• Excellent listening and communication skills with complex information
• Proven ability to build and maintain relationships with senior client stakeholders
• Goal-oriented, organized, multi-tasking in fast-paced settings
• Experience in consultative sales or client-facing roles; ability to handle challenging situations
• Strong MS Office skills (Word, Excel, PowerPoint)
• Working experience in financial services and/or sales/account management preferred
• Knowledge of CRM systems (e.g., Salesforce.com, SalesLoft) or research platforms advantageous

• Strong communication
• Relationship management
• Proactive and collaborative mindset
• Salesforce
• SalesLoft
• CRM tools

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