Customer Success Manager

3 нед. назад

90k–110k USD / yearUSAHybrid

account managementclient onboardingclient engagementrelationship management

Manage client relationships and drive engagement to ensure account health, adoption, and retention for a fintech capital markets platform.

  The Company   Capital Markets Gateway LLC (CMG) is a capital markets-focused fintech transforming global equity capital markets (ECM) through data, technology, and connectivity. As the preferred source for ECM analytics and the first network connecting the buy-side and sell-side for ECM workflows, we are committed to reshaping how capital markets operate. Founded in 2017 by a team of ECM practitioners, CMG has completed three successful fundraising rounds and is backed by a group of the world’s most prestigious financial institutions. The CMG platform is currently relied upon by 25 investment banks and 135 asset managers representing over $40 trillion in AUM. For more information, please visit .  T he Role   CMG is seeking a self-motivated Customer S

Own a dedicated book of accounts and ser v e as the primary point of contact for account health, adoption, engagem ent , and retention
Proactively engage with clients to surface emerging needs, uncover new use cases, and drive adoption of CMG’s products
Build and drive account plans for your book of business focused on usage health and retention; surface renewal risk and expansion opportunities to Sales
Identify patterns in client feedback to highlight product gaps, inform internal teams, and help shape CMG’s product direction
Deliver high-touch service and foster strong client relationships that prioritize both responsiveness and long-term value
Diagnose and resolve customer questions with a solutions-oriented mindset, offering creative workarounds when necessary
Build and  maintain deep understanding of the CMG platform to support a broad spectrum of customer workflows and opportunities
Independently manage fast-paced work as part of a Customer Success team
Maintain a flexible and positive approach when navigating challenges
Contribute to strategic initiatives and special projects that improve the customer experience and  stre ngth en overall team impact

3-5 years of experience in a client-facing role , such as Customer Success, Sales, Account Management, or a similar fun ction , with a strong track record of building relationships and delivering cust omer value
Prior experience working in Fintech or within financial institutions is desired
Ability to influence both technical and business audiences to improve the product by  identifying and documenting enhancements
Exceptional communication skills (both written and verbal) and the ability to interact with a wide range of audiences
Curiosity and desire to learn quickly to develop domain knowledge
Keen analytical and problem-solving skills
Ability to multi-task balancing simultaneous customer issues
Comfortable working in a collaborative, fast paced team environment
Flexibility for rotational coverage of non-peak hours
B.S. in Finance,  Economics or similar business study

Experience in the ECM space (Buyside or Sellside )
Experience with Business Analytics
Proficient using CS related tooling – HubSpot, Jira,  MixPanel , MSFT Office, etc
Entrepreneurial mindset
Positive, “whatever it takes” attitude
Politeness, fun-loving disposition, respect for others