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Octus · 1 day ago

Senior Customer Success Manager - Advisory

New York, New York, United States

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $110K/yr

5+ years exp

Octus is a leading global provider of credit intelligence, data, and analytics. The Senior Customer Success Manager will be responsible for increasing user adoption, driving retention rates, and developing relationships within the advisory space while supporting the wider team.

CreditFinancial ServicesSoftware

Responsibilities

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 your 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 advisory accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal. Proactively strategize outreach efforts through emails, phone calls, and in-person meetings

Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs

Spearhead cross-functional initiatives as the senior voice of the Advisory customer, synthesizing complex client feedback to directly influence the Product and Editorial roadmaps and ensure Octus remains essential to the advisory workflow

Take ownership of the Advisory segment strategy by analyzing trends and usage patterns across the vertical to develop specific engagement plans that drive adoption and deeper retention across the client base

Serve as a mentor and subject matter expert for the wider team, playing an active role in the onboarding of new hires and codifying best practices to elevate the team’s overall commercial and product fluency

Proactively uncover growth opportunities and 'whitespace' within accounts by monitoring trends and business needs, and partner with Account Management to facilitate trials that demonstrate clear value to prospective users

Qualification

Customer Success ManagementFinancial Services KnowledgeCredit Markets KnowledgeCommunication SkillsRelationship BuildingProblem SolvingOrganizational SkillsAdaptability

Required

Undergraduate degree, preferably in business, finance, or a related field

5+ years of working experience in a customer-facing role, ideally in financial services or with subscription-based services; knowledge of the credit markets a big plus

Excellent written and verbal communication skills

A self-starter who is diligent and organized but adaptable

Demonstrated interest in financial services and learning the credit markets