Customer Success Manager

About the role

The owns the strategic oversight of client portfolios to ensure deep and sustained platform adoption across global debt markets. This role is responsible for translating complex product capabilities into clear, data-driven outcomes that demonstrate tangible value to each client. You will act as a trusted advisor, working hand-in-hand with account managers to identify growth opportunities and drive expansion within existing relationships. The position requires you to build bespoke strategies that align client objectives with 9fin's platform roadmap, ensuring long-term retention and advocacy. You will serve as the primary conduit for client feedback, channeling insights directly into product and operational teams to refine the user experience. Success in this role is defined by your ability to foster executive-level relationships and become an indispensable partner for institutional clients navigating dynamic markets. You will leverage quantitative analysis to tell a compelling story of platform impact, focusing on usage intensity and workflow integration. This is a mission-critical role within a high-growth environment, offering the chance to shape the future of how the world's largest asset class is managed.

Key facts

What you'll do

Become a 9fin expert with a comprehensive mastery of our products, services, and the underlying mechanics of the global debt ecosystem.

Partner with account managers to architect and execute strategic client plans that unlock incremental value and drive measurable growth within assigned accounts.

Assume the role of the client's primary advocate within 9fin, ensuring their strategic objectives are central to every internal initiative and product discussion.

Develop and implement bespoke key performance indicators and data-driven strategies that provide clients with actionable insights into their platform usage.

Proactively expand the network of stakeholders within each client account, cultivating relationships across decision-makers and day-to-day users to solidify 9fin's position as the indispensable partner.

Champion the adoption of high-value workflows, utilizing data to demonstrate efficiency gains and inspire broader organizational usage of the platform.

Represent 9fin at industry conferences and key events, gathering competitive intelligence and market trends to inform internal strategy and client conversations.

Maintain meticulous and up-to-date records of all client interactions, opportunities, and outcomes within the company's CRM system to ensure visibility and continuity.

Collaborate cross-functionally with product, sales, and operations teams to iterate on solutions and eliminate friction points in the customer journey.

Own the end-to-end lifecycle management of key accounts, aligning internal resources to deliver on complex projects that reinforce trust and long-term commitment.

Requirements

This role is designated for candidates who meet the following specific criteria and professional benchmarks.

You possess a minimum of 2 years of relevant experience in account management, Customer Success, or a related field within the Capital Markets, B2B Sales, or Business Development sectors.

You have a demonstrable history of building and maintaining strong, trust-based relationships with participants in the buy-side, sell-side, and broader advisory community.

You have managed and grown a book of enterprise clients, with a proven track record of handling a minimum $1 million in annual business value.

You exhibit a disciplined approach to planning and prioritization, consistently delivering accurate work with a sharp attention to detail.

You communicate effectively, conveying complex messages in a clear, concise, and professional manner across both written and verbal formats.

You are a collaborative team player who also operates effectively with a high degree of independence, comfortable working alone when necessary.

You have existing relationships or a professional network within the Leveraged Finance community, which is considered a significant advantage for this position.

You are comfortable navigating a fast-paced, high-growth environment where responsibilities evolve rapidly and strategic flexibility is essential.

You adhere to a professional standard of ethics and confidentiality befitting the financial services industry.

Nice to have

Preferred candidates will have exposure to AI platforms or a demonstrable interest in how technology transforms financial workflows.

Experience working with regulated financial institutions and an understanding of the compliance considerations within debt markets is advantageous.

A background in data analysis or the ability to quickly interpret and present complex datasets to non-technical stakeholders is highly valued.

Practical notes

This role operates within a hybrid working model, allowing you the flexibility to decide how, where, and when you do your best work.

The position may require travel to client offices or industry events, and occasional attendance at company-wide gatherings.

Work abroad for up to 3 months a year is permitted under the standard policy.

A paid sabbatical of 1 month is available after 5 years of continuous service with the company.

Enhanced parental leave and flexible working arrangements are available to all employees in accordance with company guidelines.