Customer Success Manager

New York, NY /
Commercial – Customer Success /
Full-time
A market leader in credit intelligence, Reorg brings together journalists, financial analysts, legal analysts, technologists, and data scientists to collect and synthesize highly complex information into actionable intelligence. Since 2013, tens of thousands of professionals across hedge funds, investment banks, management consulting, and law firm verticals have come to rely on Reorg to make better, faster, and more confident decisions in pace with the fast-moving credit markets. A proud member of the Warburg Pincus portfolio since 2018, Reorg’s operations continue to grow rapidly across North America, the UK, EMEA, and APAC. For more information, visit: www.reorg.com
 
Working at Reorg
 
Consistent with our growth, Reorg hires innovators and trailblazers across the globe to drive our business and our incredible corporate culture alike. Our core values – Action OrientedCustomer First MindsetEffective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Reorg employees enjoy competitive health benefits, matched 401k and pension plans, PTO and Summer Fridays generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices, and much more. 

The Role

The Customer Success Manager will be responsible for managing a book of existing global clients in the credit investing space while supporting our efforts to promote processes, drive retention rates and increase revenue. The Customer Success Manager will possess strong communication, relationship building and problem solving skills.

What we offer

    • Develop your career at a fast growing technology company where your voice is heard and culture matters
    • Join a group of effective and passionate customer success managers that fosters teamwork, open communication and innovation
    • Collaborate with wider commercial team along with other departments including tech, product and editorial

Responsibilities

    • Become a Reorg expert with a strong understanding of our products, services and the financial restructuring industry/process 
    • Manage a book of global strategic investment clients to understand their business drivers and goals and ensure they are sticky with the Reorg product suite
    • Develop key relationships and drive usage with a wide range of subscribers through understanding each of their different workflows, educating them on best practices on how to use their subscription, gathering feedback and providing updates on new functionalities/databases
    • Leverage existing customer relationships and expand the network of relevant contacts within each client to become the partner of choice for their needs
    • Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls and in-person meetings to maximize usage and adoption
    • Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our client’s needs are met
    • Work closely with the sales team to develop account plans, monitor 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

Requirements

    • Bachelor’s degree, preferably in business, finance or a related field
    • 4+ years of working experience in a customer facing role
    • Excellent written and verbal communication skills
    • A self starter who is diligent and organized but adaptable
    • Experience in financial services or with a subscription-based services a plus

Reorg Values

    • Action Oriented
    • Customer First Mindset
    • Effective Team Players
    • Driven To Excel


Reorg provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Reorg complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.