Customer Success Manager
Job Description
About the job
As a Customer Success Manager, you will be a trusted advisor to our Trading Customers, guiding them through their customer experience journey with our Trading Desktop. Your primary focus will be on driving the adoption, integration, and expansion of our solutions into the daily workflow of end-users, ensuring their retention and satisfaction.
In this role, you will develop and implement customer success strategies and plans for trading accounts to drive revenue retention. You will deliver highly engaging, customized workflow-based customer engagements and build deep relationships with key customers to advise on engagement strategies. By participating in industry events alongside the team, you will develop networking opportunities, enhance our brand presence, and stay up-to-date on industry trends.
We believe in delivering a world-class customer experience. You will visit customers, build relationships with the user community, and partner with Account Managers and Sales Leaders to provide insights on customer health, focusing on retention and growth. Additionally, you will collaborate with Market Development and Customer Proposition teams to ensure customer needs align with our product roadmap.
What We Stand For:
We are committed to providing exceptional customer experiences, ensuring that every interaction is meaningful and impactful. Our dedication to building deep, meaningful relationships with our customers is at the core of our values. We continuously strive for improvement and innovation in our services, always seeking new ways to enhance the customer journey and deliver outstanding results.
Role Overview:
Develop and implement customer success strategies and plans for trading accounts to drive revenue retention.
Deliver highly engaging, customized workflow-based customer engagements.
Build deep relationships with key customers to advise on engagement strategies.
Participate in industry events to develop networking opportunities, enhance brand presence, and stay current on industry trends.
Monitor customer health, adoption metrics, renewals, and the execution of customer success plans.
Partner with sales leadership to provide insights on customer health, focusing on adoption, expansion opportunities, and renewals.
Provide insights to Market Development, Customer Operations, and Customer Proposition teams on customer experience and industry trends to drive the voice of the customer in business strategy.
Contribute to the overall vision and strategy of the Customer Success Management Group.
A CSM’s Success Will Be Measured By:
High-value customer en
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