Senior Customer Success Manager, Investment Banking
Benefits:
Remote-first working policy, with office hubs in NYC, Santa Barbara, and London
Twice yearly team offsites for in-person collaboration
Paid flexible time off policy
Paid parental leave and benefits
Employer-supported retirement contributions, varying by country
Experience Requirements:
3+ years of experience in an investment banking environment or law firm is strongly preferred
4+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to non-disclosure agreements and other routine deal-related documentation
Other Requirements:
Effective communication skills in person, over Zoom, phone, and via email with diverse stakeholders
Adaptability, initiative, and self-starter mindset to learn and execute quickly in a dynamic environment
Expertise at distilling complex technical concepts into digestible language for customer-facing communication and training
Keen attention to detail with commitment to ensuring accuracy and precision
Willing and able to travel up to twice per quarter to major U.S. cities to conduct in-person meetings with customers and key contacts
Responsibilities:
Work closely with other Customer Success Managers and cross-functionally with Customer Success, Sales, Lawyer Network, and Product Operations
Proactively manage and execute tasks throughout the customer journey, including facilitating onboarding for new customers
Manage multiple client stakeholders and establish trust and partnership via remote and in-person communication
Update customer success management tools such as Gainsight, conduct customer call reviews using platforms such as Gong, and engage in training conversations
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