Customer Success Manager

About ITRS

Recognized as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are rapidly growing.

Our headquarters are in Shoreditch - London's tech hub – with offices in other UK and global locations from the Netherlands to Manila, NYC and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.

Scope of role

Customer Success is a newly formed department in ITRS with the goal to build value faster and to increase the sustainable profitability for both our customers and ITRS.

We are looking for someone with the experience in B2B Customer success who can help scale up the department across multiple products and drive product adoption, identifying growth opportunities, delivering positive outcomes to ensure the customer journey and outcomes are successful and our customers renew. The role will work hybrid-remote from our Boston office reporting to Head of Customer Success - EMEA in a team of 4.

As a Customer Success Manager, you will:

• Utilize information on customer business, needs, and strategy to support customer success and value realization.
• Perform assessments and analysis to improve solutions against goals measured by our business and adoption of, success measures, and customer expectations
• Establish clear retention goals and process milestones for the client and employees to work towards
• Identify customer risks and work with the management team to build a risk mitigation plan
• Monitor customer usage data, health indicators and growth opportunities and translate into strategies for success
• Deliver product training to support client onboarding, educate clients and increase product and service utilization rates
• Help customers understand the best ways to utilize the services and products based on the customer’s specific needs
• Share client feedback and collaborate with our teams in the development of products and services
• Document client interaction into designated systems
• Cross collaborate with our support, professional services, product, and sales teams to deliver customer outcomes
• Improve existing processes within the company and enhance all Customer Success plans

You have:

• 3 years’ experience Client Support, Customer Success, Account Management, or similar role
• Strategic planning, and project management skills
• Experience working within financial services
• Experience scaling Customer Success from digital only, low touch clients through to high value, high touch clients
• Experience with monitoring software
• Motivated to learn and grow knowledge around all aspects of a successful product, project and transformational change in organizations

Our Benefits

• Health insurance cover for you and your dependents with low monthly premiums
• Dental and Vision cover for you and your dependants
• Employer 401k scheme
• Enhanced parental leave
• Flexible hybrid working

ITRS Group is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognize that a diverse workforce is a stronger workforce.

Requirements

Benefits