Senior Customer Success Manager

Senior Customer Success 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.

Senior Customer Success Manager

Cosuno

Als Senior Customer Success Manager bei Cosuno agierst du als strategischer Architekt für die digitale Transformation unserer Kunden aus der Baubranche. In dieser Rolle begleitest du deine Kunden weit über die reine Plattformnutzung hinaus und fungierst als vertrauenswürdiger Berater auf C-Level-Ebene. Dein Fokus liegt dabei auf der proaktiven Prozessberatung, bei der du komplexe, oft traditionell geprägte Arbeitsabläufe analysierst und in effiziente, digitale Workflows überführst. Die besondere Herausforderung dieser Position liegt im anspruchsvollen Multi-Stakeholder-Management innerhalb von Organisationen. Du navigierst sicher durch unterschiedliche Interessengruppen – vom Einkauf über die Projektleitung bis hin zur Geschäftsführung – und moderierst diesen Wandel mit ausgeprägtem Fingerspitzengefühl. Als Experte für Change Management antizipierst du strukturelle Widerstände und stellst durch gezielte Strategien sicher, dass die digitale Neuausrichtung nachhaltig in der Unternehmenskultur verankert wird. So sicherst du nicht nur den langfristigen Business Value für deine Kunden, sondern treibst die strategische Weiterentwicklung der gesamten Branche maßgeblich voran. Deine Aufgaben * Du steuerst ein Portfolio strategischer Key Accounts und agierst als zentraler Partner auf Management-Ebene, um die digitale Transformation ihrer Einkaufsprozesse maßgeblich zu prägen. * Du entwickelst maßgeschneiderte Success-Pläne, die über die reine Tool-Nutzung hinausgehen und tief in die strategische Organisationsentwicklung deiner Kunden eingreifen. * Du verantwortest das komplexe Multi-Stakeholder-Management und moderierst souverän zwischen unterschiedlichen Interessengruppen – vom operativen Einkauf bis zur Geschäftsführung. * Du agierst als strategischer Prozessberater, analysierst bestehende Strukturen und überführst diese in effiziente, digitale Workflows. * Du leitest ganzheitliche Change-Management-Prozesse, antizipierst strukturelle Widerstände und etablierst eine nachhaltige digitale Kultur bei unseren Kunden. * Du sicherst den langfristigen Business Value durch fundierte Reviews, identifizierst proaktiv Churn-Risiken sowie Upselling-Potenziale und treibst die Expansion deiner Accounts voran. * Du fungierst als Mentor für das Team und teilst deine Expertise in der Beratung komplexer Organisationen, um unsere Customer-Success-Standards stetig weiterzuentwickeln. Dein Profil * Mehrjährige Erfahrung in der strategischen Betreuung von Großkunden (SaaS) oder in einer Managementberatung mit Fokus auf Transformation und Prozessoptimierung. * Fundierte Expertise in Change-Management-Methodiken und die Fähigkeit, komplexe organisatorische Veränderungen sicher zu moderieren. * Herausragendes Stakeholder-Management und absolute Verhandlungssicherheit auf C-Level-Ebene. * Starke analytische Fähigkeiten, um komplexe Prozesslandschaften der Bauwirtschaft zu durchdringen und in datengetriebene Strategien zu übersetzen. * Hohes Maß an Empathie und Überzeugungskraft, um Kunden für neue, digitale Wege zu begeistern. * Deutsch und Englisch auf Muttersprachniveau (C2) für eine rechtssichere und souveräne Kommunikation in einem professionellen Umfeld. * Ausgeprägte Eigeninitiative sowie die Ambition, als Senior-Profil die strategische Ausrichtung des Customer Success aktiv mitzugestalten. Why us? * Gestalte ein Produkt, das reale Probleme in der Baubranche löst. * Arbeite in einem offenen, kooperativen, dynamischen und internationalen Team. * Du hast die Flexibilität, in unserem modernen Büro in Berlin-Friedrichshain oder hybrid zu arbeiten. * Teilnahme an Firmenevents und regelmäßigen Teamevents (sowohl offline als auch online). * Attraktive Vergütung mit einem ungedeckelten Bonus, unbefristetem Vertrag und modernem Equipment. * Offene Feedback-Kultur mit regelmäßigen 1:1-Meetings und Entwicklungsgesprächen. * Transparente Provisionsregelung mit 100% eigenem Einfluss auf deinen Erfolg.

Senior Customer Success Manager

Prismic

Hi, we’re Prismic 👋 and we’re designing the future of the web. We believe in autonomous websites and deeply personalized digital journeys. Our mission is to empower marketers and developers to create empathic web experiences at scale and with soul. We’re pioneering an entirely new category: the Automation Platform for Websites. It’s what comes after the CMS. Imagine a site that knows your brand by heart and grows itself, continuously optimizing layout and interactions—while staying beautifully on-brand.   🚀 Used by Builders at Bershka, AXA, Deliveroo, TicketMaster Over 5,000 companies trust Prismic, including 300+ enterprise teams who build and scale with us. We’re product-obsessed, community-powered, and backed by top-tier investors. We work with thrilling problems like encoding brand voice and visual identity into adaptive systems, designing agentic AI architectures that drive growth, creating tools that let marketers build empathetic flows without code, process automation with AI, etc.   💫  Role We're seeking a Senior Customer Success Manager to drive the expansion, retention and adoption of a strategic account portfolio within the Customer Success Team. With your strong experience in managing C-level stakeholders and multi-threaded sales processes, you'll own the full sales cycle from opportunity detection to deal closure, driving substantial revenue growth from our customer portfolio along with building strong customer satisfaction and expand their Prismic usage.   What you will be doing? 🔧 Own and manage a portfolio of high-value clients, from innovative startups to established Fortune 500 companies, guiding them through every stage of their journey with Prismic as their primary point of contact. Strategic account growth: Build and execute mid- to long-term strategies to maximize cross-sell (primary goal) and upsell (secondary goal) opportunities. Sales execution: Lead the entire sales cycle from identifying opportunities to structuring deals, negotiating terms, and closing. Relationship building: Engage with C-level stakeholders to build trusted relationships and deliver actionable insights that align with their strategic goals. Act as a trusted advisor, advocate, and coach to help clients achieve their strategic objectives, building deep and meaningful relationships with multiple contacts, including executive stakeholders. Conduct regular business reviews to ensure alignment with customer goals and value realization. Proactively work to drive product adoption, enhance customer satisfaction, and influence customer health scores across your portfolio. Proactively identify, flag, and mitigate risks within your accounts to maintain a healthy book of business and retain your portfolio. Collaborate cross-functionally: Work closely with Customer Success Managers, Solution Engineers, Finance, Legal, Product, and Marketing teams to ensure the successful execution of account growth strategies. Travel: Travel once per quarter within Europe to strengthen customer relationships along with attending events to explore new opportunities.   What Success Looks Like: Build a book of expansion opportunities and achieve significant cross-sell and upsell targets, driving incremental Annual Recurring Revenue (ARR). Build long-term relationships with key stakeholders across strategic accounts, ensuring ongoing engagement and retention. Drive adoption across your portfolio providing best practices ensuring customer’s satisfaction and growth using Prismic. Performance indicator: Expansion: Cross sell / Upsell Retention: GRR Adoption   Are you the one? 🧠 Experience: 6+ years in a Senior CSM/ Senior Account Manager/Key Account Manager/Expansion Manager/Account Director role, with a strong experience on cross-sell and upsell. You have worked in fast-growing companies (Series A/B/C) and have a track record of exceeding sales targets, carrying strong expansion quotas in a fast-paced, competitive sales environment.   Sales acumen: Demonstrated success in generating and closing pipeline within existing accounts. You are organized, autonomous, and excellent at hunting opportunities, negotiating and closing deals. Experience working for a company in our current stage and through its growth ($10M - $50M ARR range, product-led growth, lots of change, and building internal structure). Proven ability to drive growth across all markets levels and enterprise accounts: From hands-on expansion efforts requiring tactical execution and persistence, to strategic multi-threaded relationship building with C-level stakeholders. Comfortable mapping and operating across varied engagement models, depending on account maturity and opportunity type. Proven experience working with companies that sell products or services to marketing teams, with a strong understanding of marketers' goals, KPIs, and workflows. Industry knowledge: Strong understanding of trends in digital experience, e-commerce, and content management, with a solid technical aptitude to work alongside developers and technical teams. Team player: Collaborative with internal teams, structured in approach, and able to work independently while communicating effectively with stakeholders. Adaptability: You thrive in fast-paced environments where change is constant and structures are being built. You are proactive and have a problem-solving mindset. AI experience: You have been leveraging AI tools to increase your productivity, enhance your work, and you want to get to the next level with your AI skills.   Bonus Points + Fluent in French (oral and written). Familiarity with HubSpot CRM. Experience working with CMS tools or related technology.   Why Join Us? You’ll have the opportunity to work with high-level strategic accounts and engage with C-level executives across world-leading companies. As a core part of our growing Customer Success team, you will play a key role in scaling revenue during an exciting phase of growth, with a strong focus on expansion opportunities. This role gives you autonomy and ownership of a high-potential portfolio, with strong internal support from cross-functional teams. Join a fast-growing company with ambitious goals to shape the future of web development.   What are the perks? 🎉 Firstly, we are hiring across Europe, and this is a hybrid position. Latest Macbook A budget for you to equip your home office setup English classes for all levels Online and onsite yoga classes 3x/week Yearly company gatherings to take a break from the routine and give you the chance to meet the international teams! (also, other benefits that may depend on the country you’re based in)   Afraid of missing out if you’re remote? 🌍  Worry not! This role follows a hybrid model with mandatory in-office days at least once per quarter, communicated in advance. Opportunities to spend time at our Paris office. Regular virtual events and global meetings to stay connected. A relaxed and informal atmosphere where you can thrive, grow, and keep learning.