Customer Success Manager - Buyside

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 are always looking for bright minds to join our growing Customer Success team.

The Customer Success Manager will be responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships within the buyside space, while also helping support the wider team. The Customer Success Manager will possess strong communication, relationship-building, and problem-solving skills.

Please note that we are open to candidates at both the Customer Success Specialist, Manager, & Senior Manager levels. Where you fit will be determined based on your experience & the skills you demonstrate throughout the interview process.

This is a hybrid role (3 days in office per week), located in our London office.

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 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 buyside 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

Requirements

• Undergraduate degree, preferably in business, finance, or a related field
• 1-5+ years of working experience in a customer-facing role, ideally in financial services or with subscription-based services - credit/leveraged finance knowledge 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