Customer Success Manager, Financial Services

About the Team:

The Customer Success organisation is composed of three teams: Pre-sales, Customer Success, and Support. The Customer Success Manager will join a team of trusted partners alongside their Account Manager, working closely with newly onboarded and existing clients to demonstrate the full value of our platform, develop strong client engagement, drive successful renewals and contribute to growth across dedicated accounts. They are natural problem-solvers, storytellers and product experts who thrive on helping customers make better and faster decisions.

Customer Success Managers combine deep product knowledge, industry experience and ability to build strong client relationships to ensure that each client interaction is both meaningful and impactful. Due to their extensive exposure to a variety of clients both on the buy-side and sell-side, they are the Voice of the Customer, working closely alongside our Product Management and Content teams to help determine future product developments, as well as playing a key role in product Betas and the customer feedback loop.

About the Role:

As a Customer Success Manager focused on Financial Services, you will play a critical role in driving product adoption and delivering ongoing value to our clients, working closely with the wider account team to positively impact net retention. You’ll engage directly with clients and develop a comprehensive understanding of their workflows, challenges, and goals; bridging the gap between the powerful capabilities of our technology and the domain-specific needs of financial professionals across: Asset Management, Investment Banking, Private Equity/Venture Capital and Hedge Funds.

What You’ll Do:

• Partner with GTM Teams to Drive Commercial Outcomes: Collaborate closely with your Account Manager and the wider account management team to ensure continuous alignment of account strategies and goals.
  
• Leverage Data Driven Insights: Use internal data tools to monitor client engagement, identify opportunities to showcase value, and strengthen platform adoption. Proactively seek growth opportunities while also detecting early signs of churn risk to support retention and long-term account success.
  
• Build and Curate Financial Services Use Cases: Conduct targeted discovery into clients' unique research workflows and painpoints in order to help them effectively leverage AlphaSense for their bespoke use cases. Continue to seek out and develop new and emerging use cases with clients as AlphaSense’s capabilities evolve.
  
• Forge and Maintain Strong Client Relationships: Engage directly with investment professionals of all levels/seniority at financial institutions to understand their most pressing challenges and goals. Deliver white glove service that puts the clients needs first; going above and beyond to build trust and credibility as a Trusted Partner and Product Expert.
  
• Contribute to Product Development: Translate client feedback and proactively share product & content improvements/enhancement requests internally.

Who You Are:

You have a proven track record of working with Financial Services investors/clients to solve complex problems and are passionate about the application of AI to the industry. You are client-centric and creative thinker with an ambition to continuously improve processes and a desire to contribute to a fast-growing, entrepreneurial team culture. You are a natural problem solver and prioritise white glove service to go above and beyond for clients. You enjoy autonomy and proactively drive initiatives that contribute to long term success. You enjoy cross-functional partnerships and are able to build strong internal stakeholder relationships.

What You Bring:

• Financial Services Expertise: 2+ years’ experience in a Financial Services role, or directly supporting Financial Services clients in a fintech/SaaS organisation, with exposure to workflows in at least one of: Asset Management, Investment Banking, Private Equity/VC, or Hedge Funds.
• Curiosity About Generative AI in Financial Services: A demonstrated interest in the transformative potential of AI for the financial sector, flexible problem-solving skills and knowledge of the competitive landscape for GenAI in Financial Services.
• Executive Presence & Strong Presentation Skills: A proven capacity to engage stakeholders at all levels, earn their trust, and explain technical solutions to business-oriented audiences. Comfort with conducting evaluations of varying lengths/forms e.g. on-site workshops, whiteboard sessions, multi-call demos etc.
• High-Impact, Ownership Mindset: An exceptional ability to thrive on autonomy, tackle client questions and challenges with enthusiasm, and drive workflow transformation at some of the world's biggest financial firms.
• Consultative Approach: A highly articulate, consultative, and confident client-facing professional with the ability to distill and explain complex issues in simple terms.
• Team Player: Superior ability to build and maintain strong internal relationships, combined with a positive and proactive personality.
• Collaboration & Influence: Ability to work cross-functionally and effectively distill client feedback to GTM, Product, and Content teams, in order to continually help influence and improve our capabilities/product offerings.
• A Proactive Mindset with a passion for client success and continuous improvement

Requirements:

• Minimum 2 years of work experience in a high growth fintech/SaaS firm in one of sales, client success, product, or a related client-facing or investment role within the Financial Services industry.
• High aptitude and willingness to learn.
• Outstanding oral, written, and presentation skills.
• Effective attention to detail, time management, and task prioritization, even when under pressure.
• Ability and interest to work autonomously and contribute to a dynamic and entrepreneurial team culture.
• Empathetic, curious minded, client-centric