Position: Customer Success Manager – US
Location: United States (100% remote)
Position Overview
Our client is seeking a Customer Success Manager (CSM) to join their growing team in the US. The CSM will serve as a strategic partner to their clients, ensuring they derive maximum value from their platform. This role is focused on building long-term customer relationships, driving adoption, and proactively identifying opportunities for expansion and optimization.
Key Responsibilities
● Act as the primary point of contact for customers, fostering strong relationships to drive satisfaction, retention, and advocacy
● Partner with customers to understand their business needs and proactively recommend solutions to maximize value
● Conduct regular check-ins, business reviews, and training sessions to ensure continued engagement and product utilization
● Collaborate with internal teams (Sales, Product, and Engineering) to escalate customer feedback, resolve issues, and drive product improvements
● Analyze customer usage data and trends to identify expansion opportunities, upsell/cross-sell potential, and risks of churn
● Educate customers on industry trends, regulatory requirements, and best practices to optimize their use of platform
● Serve as the customer’s advocate, ensuring their voices are heard and their needs are met
● Represent Company at industry events, conferences, and customer meetings to strengthen relationships and promote their solutions
Qualifications
● Proven experience in Customer Success, Account Management, or Client Services within a SaaS, fintech, or financial services company
● Strong knowledge of capital markets, trade surveillance, and regulatory compliance is preferred
● A technical background with a curious, self-driven problem-solving approach to ensure focus on rapid client issue resolution is preferred
● An AI-forward approach with demonstrated experience or ideas for scaling the Customer Success using AI solutions is highly desirable
● Analytical mindset with experience using data-driven insights to drive customer engagement and success
● Excellent interpersonal and communication skills, with the ability to engage with stakeholders at all levels
● Ability to manage multiple accounts, prioritize tasks, and work in a fast-paced, high-growth environment
● Experience working within the US financial market and understanding of regulatory requirements preferred
● Willingness to travel occasionally for customer meetings and industry events
Benefits & Perks
● Fully Remote Company
● Competitive Compensation
● Health, Dental, Vision & Disability Coverage
● Unlimited PTO
● Flexible Work Environment