Location: New York, NY (hybrid)
In this position, you'll be based in the New York office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potential
We have a unique opportunity for someone to contribute their talents and strengths as a Customer Success Manager for the Investor Engagement Group.
The Investor Engagement Group is a fast-growing business within Computershare, bringing together Georgeson's market-leading corporate advisory services with strategic investor intelligence and investor relations software solutions. Together, these offerings support public companies in navigating corporate governance, activism, M&A, shareholder meetings, investor relations, and shareholder engagement. Clients served are the most senior leaders at listed companies including Board of Directors, C-Suite executives, and senior management across investor relations, legal, governance and sustainability teams.
The Investor Engagement business operates within Computershare Limited, a listed company with more than 25,000 issuer clients in 22 countries. Computershare is a global leader in transfer agency and share registration, employee equity plans, proxy solicitation, mortgage/loans services and communications, Computershare also specializes in a range of other diversified financial and governance services.
A role you will love
As the business expands its U.S. capabilities, we are seeking a strategic Customer Success Manager (CSM) to lead the post-sales journey for our Investor Relations software platform. This is not a passive support role; it is a high-impact position responsible for onboarding, adoption, and commercial growth.
Reporting to the Head of Business Development, the role is responsible for building trusted relationships with senior issuer stakeholders - including C-Suite, IROs and Corporate Secretaries - driving renewals and expansions, and acting as the voice of the customer to inform product development. The CSM will lead issuer onboarding and adoption for our Investor Relations software platform, ensuring a seamless client experience, quick time-to-value, and long-term value realization. And working within the broader revenue team, will partner with Sales, Revenue Enablement, and Product to build scalable frameworks and playbooks that drive Net Revenue Retention (NRR) and turn customers into advocates.
Some of your key responsibilities will include:
• Strategic Onboarding & Platform Adoption • Lead Implementation: Orchestrate the issuer onboarding process for our IR platform, managing timelines, data migration, and stakeholder training to ensure a rapid time-to-value. • Drive Adoption: Move beyond basic training to drive deep platform usage, aligning our software's capabilities directly with the issuer's specific workflow and governance goals. • Change Management: Act as a consultant to client teams, helping them transition from legacy processes to our modern digital solutions.
• Executive Relationships Management • Trusted Advisor: Build and maintain high-touch relationships with C-suite executives (CEO, CFO, GC) and Heads of Investor Relations. Understand their strategic pressures and map our value proposition to their success. • Investor Relations Expertise: Leverage your understanding of capital markets to provide meaningful insights - not just software support - as a trusted advisor to clients and their investor engagement objectives.
• Commercial Ownership • Renewals, Expansion & Retention • Commercial Ownership: Own the renewal lifecycle, proactively identifying risk factors and securing on-time renewals. • Account Expansion: Identify upselling and cross-sell opportunities within existing accounts (e.g., adding new modules, seats, or advisory services) to drive account growth. • Churn Prevention: Monitor customer health metrics and intervene proactively to prevent churn.
• Scalability, Operations & Product Feedback • Playbook Creation: Develop and refine repeatable customer success playbooks (e.g., Onboarding, QBRs, Renewal Risk) to support consistent outcomes as we scale. • Voice of the Customer: Serve as a primary conduit between the market and our Product team, aggregating user feedback and insights to influence the roadmap. • Cross-Functional Collaboration: Work with the Revenue Enablement Director to operationalize customer health scoring and automate touchpoints within RevOps tools.
What will you bring to the role?
Experience: 6-8 years of experience in customer success, account management, or client sales within a B2B SaaS, fintech or technology environment
Operational Mindset: Proven ability to manage complex onboarding processes, drive product adoption, solve problems independently, and build processes and playbooks
Commercial Acumen: Experience with commercial negotiations, including managing renewals, pricing discussions, and identifying expansion opportunities and reducing churn
Executive Presence: Proven ability to build credibility and relationships with C-level executives and Board-facing professionals. Excellent communication skills and responsiveness.
Preferred Qualifications
Domain Expertise: Familiarity with Investor Relations (IR), Capital Markets, Corporate Governance, or Fintech. Understanding the workflow of a public company, CFO or IRO is a differentiator.
Customer Success Proficiency: Experience building customer success frameworks and playbooks and familiarity with our sales stack to align with our internal revenue operations.
Hybrid Background: Experience that blends both high-touch relationship management with customer success and tech-touch scale.
Rewards designed for you
Paid parental leave, flexible working and a caring and inclusive culture
Health and well-being rewards that can be tailored to support you and your family, including paid time off, observed holidays, medical, dental and vision plans
Invest in your future with 401k matching, setting aside salary to purchase shares in our company and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter
Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
Compensation
The typical base pay range for this role is $120,000 - $135,000/yearly and this position is bonus/incentive eligible. This base pay range is specific to New York and may not be applicable to other locations.
Computershare will use data analytics and artificial intelligence systems to help recruiters analyze and assess candidate and application information. These systems make our application and review process more efficient and assist our team in identifying candidates based on professional qualifications, skills and experience commensurate with the role applied for. All outputs from the systems are evaluated by our recruiters and are not the sole source of whether to consider a candidate for employment.
#LI-Hybrid
A company to be proud of
We are a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
Fairness and culture
We are dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all.
For support with accommodations or adjustments during our recruitment process please visit computershare.com/accessfor further information.
Computershare (ASX: CPU) is the world's largest stock transfer agent that has pioneered many of the securities industry's innovations to help companies build and maintain strong relationships with their investors, employees and customers. For more than 35 years, we have grown rapidly in markets around the world to meet the evolving needs of our 16,000 clients.
Today, we offer a comprehensive range of professional services including stock transfer, employee equity plans, investor relations, corporate governance and other business solutions.
At Computershare, we don't just offer jobs, we offer careers. From a learning and development program that gives team members the chance to learn from the industry's best, to a casual working environment, a total benefits package and tuition reimbursement, we know that looking after our people ensures success for them, for us and for our clients.