Customer Success Manager

Typical Responsibilities

• Becoming an Octus expert with a strong understanding of our products, services, and the credit investing market
• Developing key relationships, driving usage, and reach with a wide range of subscribers through understanding each persona’s different workflows, educating them with best practices on how to use the service, gathering feedback, and providing updates on new functionalities, databases, and products
• Leading onboarding and implementation efforts for new Octus subscribers and providing support to first-year customers to prevent churn
• Monitoring account health across a book of segment-specific accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal
• Leveraging existing customer relationships and expanding the network of relevant contacts within each account to become the partner of choice for their needs
• Proactively strategizing outreach efforts through emails, phone calls, and in-person meetings
• Acting as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are met
• Working closely with the sales team to develop account plans, monitor our client’s platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth

Typical Requirements

• Undergraduate degree, preferably in business, finance, law, or a related field
• 1-5 years of working experience in a customer-facing role, ideally in financial services, legal services, or with subscription-based services
• Excellent written and verbal communication skills
• A self-starter who is diligent and organized but adaptable
• Demonstrated interest in financial services and learning the credit markets

Compensation

• Base salary range for New York-based CSMs: $70,000 - $95,000
• Eligible for an annual performance bonus