Customer Success Manager

Customer Success ManagerCapital Markets Gateway LLC (CMG) is a capital markets-focused fintech transforming global equity capital markets (ECM) through data, technology, and connectivity. As the preferred source for ECM analytics and the first network connecting the buy-side and sell-side for ECM workflows, we are committed to reshaping how capital markets operate. Founded in 2017 by a team of ECM practitioners, CMG has completed three successful fundraising rounds and is backed by a group of the world's most prestigious financial institutions. The CMG platform is currently relied upon by 25 investment banks and 135 asset managers representing over $40 trillion in AUM.CMG is seeking a self-motivated Customer Success Manager (CSM) to join our dynamic and fast-growing Customer Success team. We are looking for a proactive, strategic, and relationship-oriented professional with a passion for cultivating client relationships and driving client engagement. The CSM will own a dedicated portfolio of accounts, serving as the primary point of contact accountable for account health, adoption, and retention. This includes enabling successful onboarding and usage, identifying whitespace and expansion signals for Sales to pursue, and developing deep relationships with capital markets professionals. This role centers on proactive account ownership—ensuring successful enablement, healthy usage, and account retention for each account, shaping use cases, and delivering tailored solutions that protect account health, with responsive support as a complement. Strong account health is what sets the stage for renewal and future growth.The successful CSM candidate will become an expert on the CMG platform to handle a vast range of client use cases and constantly drive the value proposition of the service by providing guidance and solutions to enhance their experience. The Customer Success group acts as the "voice of the customer" to advance the functionality of the CMG platform and is expected to be an excellent collaborator partnering with Sales, Product Management, and Engineering functions. CMG is transforming one of the most exciting sectors on Wall Street, delivering innovation to the equity capital markets. We believe growth and customer success go hand in hand and our team sits at the intersection of product, commercial strategy, and client impact.ResponsibilitiesOwn a dedicated book of accounts and serve as the primary point of contact for account health, adoption, engagement, and retentionProactively engage with clients to surface emerging needs, uncover new use cases, and drive adoption of CMG's productsBuild and drive account plans for your book of business focused on usage health and retention; surface renewal risk and expansion opportunities to SalesIdentify patterns in client feedback to highlight product gaps, inform internal teams, and help shape CMG's product directionDeliver high-touch service and foster strong client relationships that prioritize both responsiveness and long-term valueDiagnose and resolve customer questions with a solutions-oriented mindset, offering creative workarounds when necessaryBuild and maintain deep understanding of the CMG platform to support a broad spectrum of customer workflows and opportunitiesIndependently manage fast-paced work as part of a Customer Success teamMaintain a flexible and positive approach when navigating challengesContribute to strategic initiatives and special projects that improve the customer experience and strengthen overall team impactQualifications3-5 years of experience in a client-facing role, such as Customer Success, Sales, Account Management, or a similar function, with a strong track record of building relationships and delivering customer valuePrior experience working in Fintech or within financial institutions is desiredAbility to influence both technical and business audiences to improve the product by identifying and documenting enhancementsExceptional communication skills (both written and verbal) and the ability to interact with a wide range of audiencesCuriosity and desire to learn quickly to develop domain knowledgeKeen analytical and problem-solving skillsAbility to multi-task balancing simultaneous customer issuesComfortable working in a collaborative, fast-paced team environmentFlexibility for rotational coverage of non-peak hoursB.S. in Finance, Economics or similar business studyNice to haveExperience in the ECM space (Buyside or Sellside)Experience with Business AnalyticsProficient using CS related tooling – HubSpot, Jira, MixPanel, MSFT Office, etcEntrepreneurial mindsetPositive, "whatever it takes" attitudePoliteness, fun-loving disposition, respect for othersHow we'll measure successSeat utilization across your bookGross retention / churnActivation and onboarding completion rateAt-risk account reductionQuality and consistency of account plans and QBRsOur ValuesWe innovate with purposeWe focus on outcomes vs. outputWe believe diverse and inclusive teams fuel innovationWe are humble yet candidWe do right by the customerWhat We OfferComprehensive benefits program (Medical, Dental & Vision)Equity401k company matchFlexible Spending & Health Savings AccountUnlimited PTORemote work environmentEducation reimbursementContinuous learning opportunitiesLife insuranceEmployee referral bonusParental leave$90,000 - $110,000 a year The successful candidate's salary will be determined by non-discriminatory factors such as skills and experience. Additionally, this role is eligible to participate in our benefits program including health, dental, vision, 401K, paid time off, and our equity plan. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm you are authorized to work in the U.S.CMG embraces our ongoing commitment to building a culture reflecting the people, perspectives, and passions it represents. We will accept nothing less than equity, inclusion, and belonging for all. With the only constant in life being change, we will always listen, learn, and improve for the betterment of our teams, customers, and communities. CMG is proud to be an Equal Opportunity Employer.