Customer Success Manager ensuring exceptional onboarding and support to boost customer satisfaction at SaaS HR - Tech startup. Engaging with clients to enhance user adoption and upselling opportunities.
About the role
- Customer Success Manager at CMG driving client engagement and relationship management in equity capital markets. Focusing on onboarding and expanding CMG’s presence within existing accounts.
Responsibilities
- Proactively engage with clients to surface emerging needs, uncover new use cases, and drive adoption of CMG’s products
- Work cross-functionally with Sales to create strategic account plans aimed at securing renewals and uncovering new opportunities
- 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 overall team impact
Requirements
- 2+ years of experience in a client-facing role (such as Customer Success, Sales, Account Management, or similar) with a strong track record of building relationships and delivering value to customers
- 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 is a plus
Benefits
- Equity Unlimited PTO (20 vacation days + unlimited additional paid leave)
- Comprehensive benefits program managed by Globalization Partners
- Premium life and income protection
- Top private medical and dental insurance Employee Assistance Program (EAP)
- Pension contributions
- Hybrid work environment (initially remote until office setup is complete)
- Education reimbursement
- Continuous learning opportunities
- Employee referral bonus
- Parental leave
Job title
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