Customer Success Manager

Summary

Join Verity's software team as an experienced Customer Success Manager! You will manage and grow relationships with investment management clients, ensuring they maximize our RMS and ESG software. As the primary client contact, you'll drive satisfaction, retention, and growth, collaborating with our team and stakeholders. Success requires strong communication, teamwork, sales acumen, and customer focus. This role involves client onboarding, implementation, feedback handling, and cross-functional collaboration. You will also handle renewals and identify upsell/cross-sell opportunities.

Requirements

• Proven experience as a Customer Success Manager, or similar role, in the financial services industry, preferably working with investment management clients
• Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships – including with client stakeholders
• Results-oriented with a demonstrated ability to meet or exceed targets
• Ability to work independently and collaboratively in a fast-paced environment
• Proficiency in CRM software and Microsoft Office Suite
• Bachelor’s degree or relevant work experience

Responsibilities

• Build and maintain strong relationships with our investment management clients by maintaining a deep understanding of their workflow and acting as a consulting partner
• Work closely with and support our Senior Customer Success Managers on marquee clients
• Assist and lead client implementations and onboarding, working with our Solutions Engineering team to achieve mutually beneficial outcomes
• Serve as the internal Voice of the Customer, addressing feedback and requests post-implementation to ensure a positive user experience for our clients
• Collaborate with additional internal teams, including Sales, Product Development, and Marketing, to provide a fantastic client experience and go-to-market strategy
• Provide clients with expertise and best practices to optimize their use of our software
• Handle renewal negotiations to help us achieve and exceed customer retention and growth targets
• Monitor customer activity trends to identify churn risk and work proactively to eliminate that risk, while simultaneously identifying and closing upsell and cross-sell opportunities

Benefits

• Competitive compensation
• Medical, dental, and vision coverage plan options (with core plan premiums covered at 100% for you and 90% families!)
• Remote-first working environment
• Flexible and generous time off policy to balance your work and life
• Paid parental leave policies for every type of parent to ensure bonding time with your new addition
• 401 (k) retirement plan options to help you invest in your future
• Company paid life insurance and long-term disability coverage
• VerityGives charitable donation matching program to support the causes important to our employees