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11292 – Customer Success Manager (CSM)

Categoria de Emprego: Customer Success Manager (CSM)
Formato: Fulltime
Tipo: Híbrida
Faixa Salarial: $40K - $55K/year (dólar)
Nível: Sênior
Tipo de Contratação: Contrato PJ
Localização: Brasil

Informações Gerais

A Koud está em busca de um(a) Customer Success Manager (CSM) para atuação em um de nossos clientes.

As a Customer Success Manager (CSM), you will be at the forefront of our customer-centric mission.

Needs to go to the USA at least 2 times a year to visit the clients.


Responsabilities:

 
  • Cultivating and nurturing trusted relationships with key customer stakeholders, including fund executives, portfolio managers, and analysts;
  • Delivering an exceptional client experience by providing proactive strategies and support to our power users on a daily basis;
  • Fostering engagement among power users, champions, and influencers across your portfolio of accounts.
    Promoting product adoption and continuous usage of our solutions;
  • Taking ownership of client renewals, retention, and net retention targets for your designated portfolio.
  • Identifying opportunities for customer expansion and assessing churn risks through predictive renewal analytics;
  • Recognizing potential risks within assigned accounts and taking necessary actions to resolve them efficiently or escalate when needed;
  • Collaborating with account executives to ensure the successful execution of the customer journey playbook;
  • Initiating and facilitating advocacy activities, including the collection of references and success stories;
  • Advocating for the voice of the customer and influencing internal stakeholders to maintain a customer-centric mindset;
  • Contributing valuable insights to our Product and Engineering teams to shape our product roadmap.

Requirements:

 
  • A minimum of 5 years of prior experience in customer success and/or account management within a SaaS Financial Services, with a demonstrated ability to engage with clients at an executive level;
  • Solid knowledge of investment markets and financial institutions, particularly Hedge Funds;
  • Proven ability to build, maintain, and influence executive relationships, engaging in value-based conversations with senior management;
  • Exceptional client-facing skills, encompassing enthusiasm, energy, and the ability to convey information clearly and concisely to customers.

Nice to have:

 
  • CFA/CFP certifications.

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