Customer Success Manager

• Octus provides breaking news and market-moving intelligence along with cutting-edge technology and data for hedge funds, investment banks, and law firms. We are changing the way that professionals access opaque or complex information, and we’re always looking for bright minds to join our talent pipeline for upcoming opportunities on our Customer Success team
• Customer Success Managers at Octus are responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships, while also helping support the wider team
• Our CSM works with the following segments: law firms, investment banks & advisory firms, and the buy side
• Become an Octus expert with a strong understanding of our products, services, and the credit investing market
• Develop key relationships, drive usage, and reach with a wide range of subscribers through understanding each persona’s different workflows, educating them with best practices on how to use the service, gathering feedback, and providing updates on new functionalities, databases, and products
• Lead onboarding and implementation efforts for new Octus subscribers and provide support to first-year customers to prevent churn
• Monitor account health across a book of segment-specific accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal
• Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs
• Proactively strategize outreach efforts through emails, phone calls, and in-person meetings
• Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are met
• Work closely with the sales team to develop account plans, monitor our 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

Benefits

• Medical, dental, vision and 401(k) benefits
• A flexible, hybrid working policy with home office reimbursements
• Reimbursements for career development and continuing education
• Generous paid time off – including vacations, sick leave and parental leave
• Employee referral bonuses
• Gym subsidies and other fun fitness benefits
• Kudos program to recognize and reward colleagues
• Manager training programs

• Successful candidates should possess strong communication, relationship-building, and problem-solving skills
• 1-5 years of working experience in a customer-facing role, ideally in financial services, legal services, or with subscription-based services
• A self-starter who is diligent and organized but adaptable
• Demonstrated interest in financial services and learning the credit markets
• Excellent written and verbal communication skills
• Undergraduate degree, preferably in business, finance, law, or a related field