Customer Success Manager

New York, New York /
Customer Success /
Full-time
The Company
Capital Markets Gateway LLC. (CMG) is a financial technology firm, uniquely focused on the equity capital markets (ECM), connecting investors and underwriters via a neutral platform.  CMG delivers integrated ECM data and analytics, unrivaled transparency into deal flow, and workflow efficiencies for an otherwise fragmented and inefficient process. Providing a digital system of record for firm-wide deal activity, CMG helps clients make more timely, better-informed decisions. Launched in 2017 by a team of ECM practitioners, CMG has completed two successful fundraising rounds and is backed by a group of the world’s most prestigious financial institutions. The CMG platform is currently relied upon by nearly 100 buy-side firms representing $12 trillion in AUM and 15 global investment banks.  For more information, please visit www.cmgx.io .
 
The Role
CMG is seeking a Customer Success Manager (CSM) to join a rapidly growing Customer Success team.  The CSM is responsible for defining and enhancing the customer experience within CMG.  The CSM ensures that our customers fully leverage the value of CMG by discovering and implementing workflow solutions, while continuously providing guidance throughout the customer’s journey.
 
The successful CSM candidate becomes an expert on the CMG platform with a unique focus on the equity capital markets. The CSM ensures successful adoption, constantly drives the value proposition of the service, seeks growth opportunities via focused account management, and strives to limit churn and maximize renewal opportunities.  The Customer Success group acts as the “voice of the customer” to advance the functionality of the CMG platform and is expected to be an excellent collaborator partnering with Sales, Product Management, and Engineering functions. 
 
As a leading FinTech looking to deliver innovation to the equity capital markets, CMG is transforming one of the hottest areas of Wall Street. With customer satisfaction as the pinnacle of our core values, exceptional customer support and account management is paramount to the success of both our customers and CMG.
 
Responsibilities
·       Actively serve a portfolio of assigned accounts so that customers may achieve their positive business outcomes
·       Drive customer engagement & development of power users across customer organizations
·       Identify customer expansion opportunities & churn risks
·       Implement Customer Success Plans for assigned accounts
·       Collaborate with CMG Sales team to strategically expand customer relationships
·       Manage the renewal process for assigned portfolio of accounts
·       Quickly and effectively solve ad-hoc customer issues as needed
·       Provide product feedback, sentiment and trends in the industry to internal teams
·       Partner with Sales and Marketing to develop and deliver collateral to support growth and adoption initiatives
 
Must-Have:
·       At least 3+ years of prior account management and/or customer success experience, preferably within FinTech or SaaS
·       Experience with data analytics & collaboration tools including Excel, MixPanel, Slack, HubSpot, and business intelligence platforms
·       Highly proficient in communication and presentation skills with the ability to effectively adjust communication to the target audience
(Head Trader, IT/Ops Leads, Sales Traders, etc.)
·       Capital Markets experience with Investment Bank and/or Investment Management a strong advantage
·       Manage the renewal process for assigned portfolio of accounts
·       B.S. or B.A. in business management, finance, economics or similar study 
 
Nice-to-Have: 
·       Entrepreneurial mindset
·       Positive, “whatever it takes” attitude
·       Politeness, fun-loving disposition, respect for others