Senior Customer Success Manager

About the role

This role is a critical component of the Account Management Team, serving as the newly formed Customer Success function that directly supports and extends our relationship with the global client base. The hire will own the strategic management of key accounts, ensuring deep and continuous adoption of the 9fin platform to drive measurable value for clients. They will act as the primary point of contact for strategic initiatives, translating client needs into actionable insights and internal project execution. This position requires building a high-performing strategy from the ground up over the lifecycle of each customer. The role involves close collaboration with account managers to identify and execute on growth opportunities within existing relationships. Success in this position means becoming the definitive voice of the client within the organization. The hire will be instrumental in accelerating the adoption of 9fin's AI platform across the world's largest asset class.

Key facts

What you'll do

• Assume ownership of strategic client accounts and act as the central point for ensuring 9fin platform growth and value realization.
• Partner directly with account managers to develop and execute bespoke growth strategies for each key client, focusing on workflow adoption and data-driven insights.
• Serve as the primary liaison between clients and internal stakeholders, ensuring all client requirements and feedback are communicated effectively.
• Develop and monitor bespoke KPIs that quantify platform value and present data-driven insights to demonstrate ROI to client leadership.
• Proactively expand the network of contacts within each account to build a multi-threaded relationship strategy that secures 9fin as the preferred partner.
• Identify and lead cross-functional collaboration on internal projects aimed at enhancing product utility and customer experience.
• Represent 9fin at relevant industry conferences and events to strengthen brand presence and gather market intelligence.
• Maintain meticulous and up-to-date records of all client interactions, outcomes, and strategic initiatives within the CRM system.
• Drive the creation of tailored success plans that align with specific client objectives and the 9fin product roadmap.
• Proactively identify risks or signs of churn and implement corrective actions to ensure long-term retention and expansion.
• Analyze platform usage data to uncover new opportunities for feature adoption and workflow optimization.
• Act as an internal champion for the client, ensuring their strategic priorities influence product enhancements and service delivery.

Requirements

• 4+ years of relevant account management or Customer Success experience within Capital Markets, B2B Sales, or Business Development.
• A demonstrated ability to build and manage strong relationships within the buy-side, sell-side, and broader advisory community.
• A proven track record of managing and growing a book of enterprise clients with a minimum value of $1 million.
• The capacity to plan, prioritize, and execute complex tasks with a high degree of accuracy and attention to detail.
• Effective written and verbal communication skills that convey messages clearly and concisely to senior stakeholders.
• The ability to work both independently and collaboratively within a team environment, knowing when to seek support.
• Existing relationships or a professional network within the Leveraged Finance community would be highly beneficial.
• A strong understanding of financial markets infrastructure, data workflows, and the challenges facing global debt markets.
• Comfort working with structured and unstructured data sources to derive actionable business insights.
• Willingness to travel in accordance with business needs to meet clients and attend industry functions.
• Commitment to upholding the high standards of professionalism and integrity that define the 9fin brand.

Nice to have

• Prior experience working with AI platforms or data infrastructure in financial services.
• Familiarity with regulatory technology and compliance workflows in the debt markets.
• Background in product management or business analysis within a SaaS environment.

Practical notes

Work abroad for up to 3 months a year.

25 vacation days per year.

Hybrid working model.