Lead Customer Success Manager

Customer Success Manager

Company

Solidus Labs

Conditions

3 days agoLeadSalary: 150K - 170KNew York, USA Hybrid Customer Support Jobs by Solidus Labs

Skills

Product Demonstration Customer Success Upsell Compliance Stakeholder Management Dashboard Trading Communication Data Analysis Training Account Management Product Adoption

About the Role

You will manage and grow relationships with customers across the Americas, educate users on platform functionality, and tailor demonstrations to customer requirements. You will monitor product utilization using dashboards and data analysis, conduct quarterly business reviews, identify upsell opportunities, and resolve client issues and escalations. You will collaborate with sales and product teams and travel as required.

Requirements

• 7+ years experience in customer success or related roles
• Understanding of financial markets trading and compliance
• Ability to learn and adapt in an evolving industry
• Consultative sales and customer engagement approach
• Proven track record of delivering measurable customer outcomes
• Exceptional communication and interpersonal skills
• Ability to identify trends and implement data-driven strategies
• Experience applying scalable customer success strategies
• NYC based (hybrid work)

Responsibilities

• Manage customers in the Americas
• Communicate product and service value
• Build and maintain relationships with decision makers and users
• Identify cross-selling and up-selling opportunities and collaborate with sales
• Demonstrate and educate customers on platform usage tailored to requirements
• Ensure customers fully utilize features to maximize value and retention
• Conduct regular check-in and strategic account meetings
• Monitor and enhance product utilization using reporting and dashboards
• Conduct quarterly business reviews
• Manage client issues and escalations to drive satisfaction
• Advocate for clients across internal departments
• Represent resources through conferences and industry networking
• Travel as required

Benefits

• Equity
• Unlimited PTO
• $0 monthly health insurance premiums for employee and family
• Robust 401K match program
• ClassPass subscription
• One Medical subscription
• Talkspace subscription
• Generous total rewards program

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