Senior Customer Success Manager

Summary

Join Verity as a Senior Customer Success Manager and manage key relationships with investment management clients. You will ensure clients maximize the value of our RMS and ESG software solutions, acting as the primary contact for driving satisfaction, retention, and growth. Collaborate with internal teams, including Sales, Product Development, and Marketing, to enhance client experience and go-to-market strategy. Responsibilities include leading client implementations, providing expertise and best practices, handling renewal negotiations, and monitoring customer activity to mitigate churn risk and identify upsell/cross-sell opportunities. The ideal candidate possesses 5-8 years of customer success/account management experience in financial services, preferably with investment management clients. A strong understanding of requirement gathering, project management, and SaaS product configuration is essential.

Requirements

• Minimum of 5-8 years of experience of customer success and/or account management, or a similar role in the financial services industry, preferably working with investment management clients
• Hands-on experience with requirement gathering, project management and/or SaaS product configuration
• 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 strong and trusted relationships with our investment management clients by maintaining a deep understanding of their workflow and acting as a consulting partner to users, champions and executive sponsors
• Lead client implementations and onboarding, working in partnership with our Solutions Engineering team to achieve mutually beneficial outcomes
• Past the point of sales, you will act as the primary day-to-day contact for clients, ranging from newly launched hedge funds to top global asset managers and partner with other members of the team to ensure proper coverage for marquee clients
• 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 along with CS leaders on process improvements and service initiatives to help grow the business
• 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