Senior Customer Experience Manager

9fin

About 9fin 9fin is the AI platform powering global debt markets — the world’s largest asset class at over $145 trillion. Debt markets are vast, global, and mission-critical, yet still run on fragmented data, PDFs, and manual workflows. 9fin replaces this broken infrastructure with a single platform that centralises proprietary credit data, deep analysis, and high-value workflows across global markets. Today, 9fin powers teams at 300+ blue-chip institutions worldwide, including global banks, asset managers, private equity firms, law firms, and advisors. The business is scaling at exceptional speed, with rapid expansion in the US and best-in-class retention driven by deep workflow adoption. We’re at a defining inflection point. With proven product-market fit and strong, global market pull, 9fin is accelerating toward becoming the category-defining platform for debt markets worldwide. THE OPPORTUNITY The Account Management Team is at the forefront of building client relationships and driving revenue through enhancing clients’ workflows. Customer Success will be a newly created function and extension of our AM team. They will collaborate closely with the account managers and innovate on new ways to partner with the 9fin client base. The role focuses on ensuring that our clients fully understand our product offering and seek to improve usage of our platform using data to drive innovative communication. There is also a high degree of collaboration between other teams to execute the usage growth strategy; enhance our high quality, high functioning, great looking, easy to use products; and to produce a top-tier customer experience. This customer success position is unique and the strategy will be to deliver on specific projects over the course of a customer lifecycle, meaning that we are looking for a commercially minded individual that can build a high performing strategy from zero. This is an opportunity to join a highly motivated and driven team within an exponentially growing business, servicing the largest financial market in the world, giving you the opportunity to accelerate your sales career.   WHAT YOU'LL WORK ON Every day is different, but here’s an example of the kind of things you’ll work on: * Become a 9fin expert with a strong understanding of our products and services * Partner with the account managers on specific client projects to drive and ensure growth within the accounts * Become the voice of the client when delivering on internal projects by ensuring our clients’ needs are consistently met * Develop bespoke KPIs and strategies for accounts and introduce performance data driven insights to our clients * Leverage existing customer relationships and expand the network of relevant contacts within each account to ensure 9fin continues to be the partner of choice for their needs * Attend relevant industry conferences and events * Maintain up to date records of client interactions via our CRM   REQUIREMENTS This role will be a great fit if you have: * Minimum 4 years of relevant account management or Customer Success experience (Capital Markets, B2B Sales or Business Development) * A strong knowledge of financial markets, and a demonstrated ability to build strong relationships within buyside, sellside & advisory community * A track record of managing & growing a book of enterprise clients (min $1m+ book of business) * Ability to plan and prioritize important tasks and work with accuracy and attention to detail * Effective written and verbal communication skills conveying messages accurately and concisely * Team player, but also able to work effectively alone (help is always at hand if you need though!) * Existing relationships / network within the Leveraged Finance community would be beneficial   OUR BENEFITS We’re a scaling start up and we enjoy sharing our success, when the company succeeds, we always reinvest that in our people. We also offer huge amounts of responsibility, an abundance of opportunity for growth and a platform to truly excel. Financial & Insurance * Competitive Salary: $120,000-$135,000 * 401(k) (9fin pay 3%, employee contributions are uncapped) * Private Health Insurance, with Dental and Vision * Paid sick leave * Disability Insurance (New York) * Commuter Benefit Time off * 25 vacation days per year * Local public holidays * Hybrid working model, to allow you the flexibility to decide how, where and when you do your best work * Work abroad for up to 3 months a year * 1 month paid sabbatical after 5 years of service * Enhanced parental leave & flexible working arrangements available Training & Culture * Professional learning and development budget * AI experimentation budget of $1,000 per employee to trial AI tools * Bi-annual team socials * Summer and Winter company social events 9fin is an equal opportunities employer At 9fin we are dedicated to building and promoting a fair and inclusive workplace where everyone can reach their full potential and truly belong. We recognize that building diverse teams enables a more creative and productive environment. If you’re excited about this role but your experience doesn’t perfectly align with the job description, we encourage you to apply anyway. You might just be who we’re looking for — either for this role, or perhaps another.

Omnea

OUR MISSION At Omnea, we’re reinventing how enterprise businesses operate, starting with the most painful parts: procurement – where a single purchase can drag on for months, trigger 50+ emails, and pull in Finance, Legal, Security, and IT just to get something approved. We’ve raised $75M from Khosla Ventures, Insight Partners, and Accel to change that. Our AI-native platform connects every person, step, and system so buying is fast, safe, and efficient – one place to request, automated approvals and renewals, real-time supplier risk, and complete spend visibility. The opportunity is massive. Every enterprise on the planet has this problem and nobody has solved it. We’ve 10x’d ARR to double-digit millions in 18 months and are trusted by global enterprises like Spotify, MongoDB, Monzo, and Albertsons. We’re now the 4th fastest growing startup in Europe & the Sunday Times' #1 Best Medium Sized Tech Company To Work for. Our team previously scaled Tessian (cybersecurity tech, backed by Sequoia, Balderton, Accel, acquired post-Series C), and our team includes ex-founders operators who’ve grown unicorns, shipped world-class products, and executed at the highest levels. You’ll work alongside leaders like Ben, Abs, Sabrina, and Rebe. FIND OUT MORE ABOUT THE TEAM AND LIFE AT OMNEA HERE. THE ROLE We're looking for a Senior Customer Engineer to be the first senior technical customer hire in our New York office. This is a foundational role. You’ll own Omnea’s most complex customer-side technical work in the US, act as a senior technical authority across the business, and help establish how we support and scale enterprise customers from our New York hub. You’ll operate at the intersection of Customers, Product, and Engineering — remaining deeply hands-on while also shaping standards, processes, and expectations for customer engineering as we grow our US presence. You’ll work directly with some of the world’s leading tech companies (Spotify, TeamViewer, McAfee, Pleo, and more), partnering with senior stakeholders to solve complex problems and deliver exceptional outcomes. You’ll be joining us at a pivotal moment. We’ve just raised $50M in Series B funding from Khosla Ventures, Insight Partners, Accel, Point Nine, and First Round Capital. In the past year we’ve grown revenue 5x, tripled our customer base, and maintained >99% retention with enterprises like Spotify, Wise, Albertsons, Adecco, and McAfee. As our first senior customer engineering hire in New York, you’ll play a key role in establishing Omnea’s technical credibility and customer experience in the US. WHAT YOU CAN EXPECT BE PART OF THE “SWAT TEAM” FOR COMPLEX SOLUTIONS AT OMNEA You’ll own and lead the resolution of Omnea’s most complex and high-impact customer challenges — from intricate configurations and integrations to cross-system issues that require deep technical investigation. As the senior presence in New York, you’ll set the bar for technical quality, decision-making, and customer engagement, while partnering closely with teams in Europe to ensure consistency as we scale globally. You’ll also support the Customer and Commercial teams on the most sophisticated US enterprise use cases, helping design technically robust solutions when required. SERVE AS OUR FIRST LINE OF DEFENSE FOR HIGH-IMPACT CUSTOMER ISSUES You’ll act as the escalation point for critical customer issues in the US, owning them end-to-end and driving them to resolution with urgency and clarity. You’ll help define how we triage, prioritise, and communicate around complex customer issues — ensuring we deliver an exceptional experience for enterprise customers as we grow our US footprint. BE THE VITAL LINK BETWEEN OUR CUSTOMERS AND THE PRODUCT ROADMAP You’ll identify patterns across US customer issues and translate them into clear, actionable input for Product and Engineering. You’ll work closely with Product Managers and Engineering Leads to prioritise and scope work that reduces friction, improves reliability, and accelerates adoption for enterprise customers. You’ll help define engineering requirements, review solutions, and ensure outcomes meet real customer needs. BECOME THE GO-TO EXPERT ON OMNEA’S PRODUCT AND ARCHITECTURE IN THE US You’ll maintain a deep, end-to-end understanding of Omnea’s architecture, configuration patterns, and integrations. You’ll be the first point of reference in the US for complex technical questions, helping customers and teammates alike understand how to get the most out of the platform. You’ll document learnings and best practices so knowledge scales beyond any single individual. CREATE THE “SOURCE CODE” FOR DOING THINGS EXCELLENTLY AS WE SCALE IN THE US You’ll help establish the foundations of customer engineering in New York — from tooling and documentation to ways of working with Product, Engineering, and Customer teams globally. You’ll contribute to building Omnea’s Knowledge Repository, Product Accreditation, and Customer Training materials, ensuring they meet the needs of US enterprise customers and scale as the team grows. ABOUT YOU You’re a senior, high-performing technical professional who thrives in ownership-heavy environments and enjoys being an early, foundational hire. You’re comfortable operating with ambiguity, making sound technical judgments, and representing the company with senior customer stakeholders. You have 6–10+ years of experience in a high-performance environment, with a strong track record in customer-facing engineering, technical support engineering, or similar roles working with complex SaaS products. You’ve consistently operated at a senior level — owning critical customer issues, leading complex initiatives, mentoring others, and acting as a trusted technical authority. YOU HAVE A STRONG TECHNICAL FOUNDATION You have strong systems intuition and experience working with complex software platforms, integrations, workflows, or APIs. You’re comfortable diving deep into unfamiliar systems, reasoning about architecture, and guiding others through technical problem-solving. Some hands-on coding or scripting experience is expected, though you don’t need to be a full-time software engineer. EXCELLENT COMMUNICATION You communicate clearly and confidently with both technical and non-technical audiences. You’re comfortable working with senior customer stakeholders and internal leaders, and you can influence outcomes through clear thinking, strong written communication, and sound judgment. LEADERSHIP MINDSET You naturally take ownership beyond your immediate remit. You enjoy mentoring others, raising standards, and building scalable ways of working — even before there’s a formal team around you. AN ENTREPRENEURIAL SPIRIT You want to be part of building Omnea’s US presence from the ground up. You’re motivated by impact, responsibility, and the opportunity to shape how a category-defining company operates in a new market. You’re comfortable rolling up your sleeves and doing what’s needed to make something great. At Omnea, we embrace diversity. To build a product that's loved by everyone, we're best served by a team with all sorts of backgrounds, experiences, and perspectives. We encourage you to apply even if your experience doesn't quite match the full job spec! And regardless of your race, religion, colour, gender, or anything else! If you think you could be a good fit for Omnea, please reach out. A FEW THINGS TO NOTE: * We offer competitive geo-localised benefits, and you can check out our UK Benefits Package here and our US Benefits Package here. * We work Tuesdays, Wednesdays & Thursdays in-person at our offices. At this early stage of our company life-cycle it's important to us that we get this together-time, and you can read more about why we believe this is a winning move here * We're commercial, ambitious and we don't pretend otherwise! We're actively seeking folks looking to make the most of a career-defining opportunity, with the hunger to be part of building something really impressive. You can see our values here and our Omnea Future Founder's fund here! * We sometimes use AI note-takers to help us transcribe interview notes, so we can be more present in your interview. If you'd like to opt out of us using automatic transcribers, please note this in the free text field in your application, otherwise we'll take your application as confirmation that you're happy for us to use notetakers (whether added to video calls or in the background). We are proud to be recognised for both our culture and product, and we are just getting started. Join us as we grow! LEGAL NOTE: IF YOU ARE VIEWING THIS POSTING OUTSIDE OF THE OMNEA CAREERS' PAGE, THIS MAY BE AN AUTO-GENERATED ADVERTISEMENT AND MAY LACK THE FULL RANGE OF ADVERTISED INFORMATION - PLEASE CLICK THROUGH TO THE POSTING AT HTTPS://JOBS.ASHBYHQ.COM/OMNEA TO VIEW ADDITIONAL ADVERTISED INFORMATION ON THIS POSTING. ADDITIONALLY, WHERE ROLES HAVE HARD-SPECIFIED REQUIREMENTS (E.G. [X] DAYS IN OFFICE, UNABLE TO PROVIDE VISAS, ETC), IF IN YOUR APPLICATION YOU PROVIDE DETERMINISTIC CHECK-BOX CONFIRMATION THAT YOU DO NOT MEET THE HARD-SPECIFIED REQUIREMENTS, DETERMINISTIC (NOT AI OR SUBJECTIVE) AUTOMATIC REJECTION CRITERIA ARE IN PLACE.

Omnea

OUR MISSION At Omnea, we’re reinventing how enterprise businesses operate, starting with the most painful parts: procurement – where a single purchase can drag on for months, trigger 50+ emails, and pull in Finance, Legal, Security, and IT just to get something approved. We’ve raised $75M from Khosla Ventures, Insight Partners, and Accel to change that. Our AI-native platform connects every person, step, and system so buying is fast, safe, and efficient – one place to request, automated approvals and renewals, real-time supplier risk, and complete spend visibility. The opportunity is massive. Every enterprise on the planet has this problem and nobody has solved it. We’ve 10x’d ARR to double-digit millions in 18 months and are trusted by global enterprises like Spotify, MongoDB, Monzo, and Albertsons. We’re now the 4th fastest growing startup in Europe & the Sunday Times' #1 Best Medium Sized Tech Company To Work for. Our team previously scaled Tessian (cybersecurity tech, backed by Sequoia, Balderton, Accel, acquired post-Series C), and our team includes ex-founders operators who’ve grown unicorns, shipped world-class products, and executed at the highest levels. You’ll work alongside leaders like Ben, Abs, Sabrina, and Rebe. FIND OUT MORE ABOUT THE TEAM AND LIFE AT OMNEA HERE. THE ROLE We're looking for a Senior Customer Engineer to be the first senior technical customer hire in our New York office. This is a foundational role. You’ll own Omnea’s most complex customer-side technical work in the US, act as a senior technical authority across the business, and help establish how we support and scale enterprise customers from our New York hub. You’ll operate at the intersection of Customers, Product, and Engineering — remaining deeply hands-on while also shaping standards, processes, and expectations for customer engineering as we grow our US presence. You’ll work directly with some of the world’s leading tech companies (Spotify, TeamViewer, McAfee, Pleo, and more), partnering with senior stakeholders to solve complex problems and deliver exceptional outcomes. You’ll be joining us at a pivotal moment. We’ve just raised $50M in Series B funding from Khosla Ventures, Insight Partners, Accel, Point Nine, and First Round Capital. In the past year we’ve grown revenue 5x, tripled our customer base, and maintained >99% retention with enterprises like Spotify, Wise, Albertsons, Adecco, and McAfee. As our first senior customer engineering hire in New York, you’ll play a key role in establishing Omnea’s technical credibility and customer experience in the US. WHAT YOU CAN EXPECT BE PART OF THE “SWAT TEAM” FOR COMPLEX SOLUTIONS AT OMNEA You’ll own and lead the resolution of Omnea’s most complex and high-impact customer challenges — from intricate configurations and integrations to cross-system issues that require deep technical investigation. As the senior presence in New York, you’ll set the bar for technical quality, decision-making, and customer engagement, while partnering closely with teams in Europe to ensure consistency as we scale globally. You’ll also support the Customer and Commercial teams on the most sophisticated US enterprise use cases, helping design technically robust solutions when required. SERVE AS OUR FIRST LINE OF DEFENSE FOR HIGH-IMPACT CUSTOMER ISSUES You’ll act as the escalation point for critical customer issues in the US, owning them end-to-end and driving them to resolution with urgency and clarity. You’ll help define how we triage, prioritise, and communicate around complex customer issues — ensuring we deliver an exceptional experience for enterprise customers as we grow our US footprint. BE THE VITAL LINK BETWEEN OUR CUSTOMERS AND THE PRODUCT ROADMAP You’ll identify patterns across US customer issues and translate them into clear, actionable input for Product and Engineering. You’ll work closely with Product Managers and Engineering Leads to prioritise and scope work that reduces friction, improves reliability, and accelerates adoption for enterprise customers. You’ll help define engineering requirements, review solutions, and ensure outcomes meet real customer needs. BECOME THE GO-TO EXPERT ON OMNEA’S PRODUCT AND ARCHITECTURE IN THE US You’ll maintain a deep, end-to-end understanding of Omnea’s architecture, configuration patterns, and integrations. You’ll be the first point of reference in the US for complex technical questions, helping customers and teammates alike understand how to get the most out of the platform. You’ll document learnings and best practices so knowledge scales beyond any single individual. CREATE THE “SOURCE CODE” FOR DOING THINGS EXCELLENTLY AS WE SCALE IN THE US You’ll help establish the foundations of customer engineering in New York — from tooling and documentation to ways of working with Product, Engineering, and Customer teams globally. You’ll contribute to building Omnea’s Knowledge Repository, Product Accreditation, and Customer Training materials, ensuring they meet the needs of US enterprise customers and scale as the team grows. ABOUT YOU You’re a senior, high-performing technical professional who thrives in ownership-heavy environments and enjoys being an early, foundational hire. You’re comfortable operating with ambiguity, making sound technical judgments, and representing the company with senior customer stakeholders. You have 6–10+ years of experience in a high-performance environment, with a strong track record in customer-facing engineering, technical support engineering, or similar roles working with complex SaaS products. You’ve consistently operated at a senior level — owning critical customer issues, leading complex initiatives, mentoring others, and acting as a trusted technical authority. YOU HAVE A STRONG TECHNICAL FOUNDATION You have strong systems intuition and experience working with complex software platforms, integrations, workflows, or APIs. You’re comfortable diving deep into unfamiliar systems, reasoning about architecture, and guiding others through technical problem-solving. Some hands-on coding or scripting experience is expected, though you don’t need to be a full-time software engineer. EXCELLENT COMMUNICATION You communicate clearly and confidently with both technical and non-technical audiences. You’re comfortable working with senior customer stakeholders and internal leaders, and you can influence outcomes through clear thinking, strong written communication, and sound judgment. LEADERSHIP MINDSET You naturally take ownership beyond your immediate remit. You enjoy mentoring others, raising standards, and building scalable ways of working — even before there’s a formal team around you. AN ENTREPRENEURIAL SPIRIT You want to be part of building Omnea’s US presence from the ground up. You’re motivated by impact, responsibility, and the opportunity to shape how a category-defining company operates in a new market. You’re comfortable rolling up your sleeves and doing what’s needed to make something great. At Omnea, we embrace diversity. To build a product that's loved by everyone, we're best served by a team with all sorts of backgrounds, experiences, and perspectives. We encourage you to apply even if your experience doesn't quite match the full job spec! And regardless of your race, religion, colour, gender, or anything else! If you think you could be a good fit for Omnea, please reach out. A FEW THINGS TO NOTE: * We offer competitive geo-localised benefits, and you can check out our UK Benefits Package here and our US Benefits Package here. * We work Tuesdays, Wednesdays & Thursdays in-person at our offices. At this early stage of our company life-cycle it's important to us that we get this together-time, and you can read more about why we believe this is a winning move here * We're commercial, ambitious and we don't pretend otherwise! We're actively seeking folks looking to make the most of a career-defining opportunity, with the hunger to be part of building something really impressive. You can see our values here and our Omnea Future Founder's fund here! * We sometimes use AI note-takers to help us transcribe interview notes, so we can be more present in your interview. If you'd like to opt out of us using automatic transcribers, please note this in the free text field in your application, otherwise we'll take your application as confirmation that you're happy for us to use notetakers (whether added to video calls or in the background). We are proud to be recognised for both our culture and product, and we are just getting started. Join us as we grow! LEGAL NOTE: IF YOU ARE VIEWING THIS POSTING OUTSIDE OF THE OMNEA CAREERS' PAGE, THIS MAY BE AN AUTO-GENERATED ADVERTISEMENT AND MAY LACK THE FULL RANGE OF ADVERTISED INFORMATION - PLEASE CLICK THROUGH TO THE POSTING AT HTTPS://JOBS.ASHBYHQ.COM/OMNEA TO VIEW ADDITIONAL ADVERTISED INFORMATION ON THIS POSTING. ADDITIONALLY, WHERE ROLES HAVE HARD-SPECIFIED REQUIREMENTS (E.G. [X] DAYS IN OFFICE, UNABLE TO PROVIDE VISAS, ETC), IF IN YOUR APPLICATION YOU PROVIDE DETERMINISTIC CHECK-BOX CONFIRMATION THAT YOU DO NOT MEET THE HARD-SPECIFIED REQUIREMENTS, DETERMINISTIC (NOT AI OR SUBJECTIVE) AUTOMATIC REJECTION CRITERIA ARE IN PLACE.