Customer Success Manager

Customer Success Manager

The Customer Success Manager will manage relationships and accounts with key Financial Services customers. This role involves ensuring customer satisfaction, promoting retention, and driving revenue growth within the assigned accounts. This position works with clients and internal teams across SPINS to educate, engage, and empower clients to achieve their strategic objectives.  This individual will be working directly with the spectrum of Analysts to Managing Partners to understand their goals and apply solutions and strategies to achieve them. This role presents a unique opportunity to own a Book of Business end-to-end, offering the opportunity and responsibility of driving the strategy and growth of our Financial Services segment. This individual contributor role reports to the Manager, Customer Success. 

Job Duties & Responsibilities 

• You will be an advisor to your clients; gain a deep understanding of their business, challenges, needs and goals to help them derive maximum value from their investment with SPINS; Including development and maintenance of strong relationships within the client company beyond just the main point of contact and users of tools 
• Act as a SPINS product expert using this knowledge to deliver the value of our data, tools, and solutions to our clients 
• Form a strong business alliance with clients to understand client goals and objectives and quickly deliver solutions in support of them with minimal guidance 
• Manage proactive communication and client touch points including change management from a data and product perspective 
• Champion the customer journey, including negotiating complex contract renewals to maximize net retention, mitigate risk, and ensure client satisfaction 
• Drive client change management and platform migrations by guiding customers through the transition to new workflows, ensuring strong adoption, customer satisfaction, and minimal operational disruption. 
• Develop strategies to expand engagement, enable adoption and mitigate churn to drive long-term account growth 
• Anticipate client needs and manage client escalations that are raised to you from your partners and the client 
• Cultivate strong client champions and advocates through building and maintaining strong, long-lasting client relationships with various stakeholders within the organization 
• Identify and execute new opportunities for expansion within the current client set of services. 
• Ensure contracts are accurately documented, managed, and renewed in a timely manner 

Requirements: 

Education & Experience  

• BA/BS degree in Business Administration or related quantitative field of study 
• 4+ years of experience in customer-facing success, account management, or strategic consulting role; experience in enterprise account management or a related role, preferably in the B2B sector 
• Excellent ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level 
• Strong oral and written communication skills including delivering of presentations and proposals 
• Ability to engage with clients at all levels - from Analyst to C-Suite 
• Ability to listen hard, discover client goals, and identify relevant solutions 
• Ability to understand the client mindset and offer solutions 
• Technical aptitude, analytical mindset and intermediate or higher experience with Microsoft Excel and PowerPoint 
• Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through client issues 
• Strong communication skills and experience building working relationships both internally and externally to facilitate a flawless client experience 
• Experience in owning and proving renewal excellence of subscription-based services is a requirement including working on complex RFPs 
• Demonstrated understanding of the industry, market trends, and competitive landscape. 
• CPG, Retail, or Financial Services (specifically, supporting Private Equity, Venture Capital or Investment Banking firms) industry is a requirement 

The following is strongly preferred: 

• Familiarity of contract management systems including DocuSign, Salesforce and or other CPQ management tooling is preferred 
• Experience working with syndicated data (preferred SPINS, The Nielsen Co., IRI and/or data in a Consumer-Packaged Goods manufacturing setting)  

Salary Range: $80K - 90K

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