Customer Success Manager

Customer Success Manager

New York, New York, United States

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.

Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel define an organizational ethos that's as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more.

Octus provides breaking news and market-moving intelligence along with cutting-edge technology and data for hedge funds, investment banks, and law firms. We are changing the way that professionals access opaque or complex information, and we're always looking for bright minds to join our talent pipeline for upcoming opportunities on our Customer Success team.

Customer Success Managers at Octus are responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships, while also helping support the wider team. Strong candidates typically possess strong communication, relationship-building, and problem-solving skills. Our CSM works with the following segments: law firms, investment banks & advisory firms, and the buy side.

We operate on a hybrid schedule (3 days in office per week). Our CSM team is based primarily in New York City and London.

Typical Responsibilities

• Becoming an Octus expert with a strong understanding of our products, services, and the credit investing market
• Developing key relationships, driving usage, and reach with a wide range of subscribers through understanding each persona's different workflows, educating them with best practices on how to use the service, gathering feedback, and providing updates on new functionalities, databases, and products
• Leading onboarding and implementation efforts for new Octus subscribers and providing support to first-year customers to prevent churn
• Monitoring account health across a book of segment-specific accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal
• Leveraging existing customer relationships and expanding the network of relevant contacts within each account to become the partner of choice for their needs
• Proactively strategizing outreach efforts through emails, phone calls, and in-person meetings
• Acting as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients' needs are met
• Working closely with the sales team to develop account plans, monitor our client's platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth

Typical Requirements

• Undergraduate degree, preferably in business, finance, law, or a related field
• 1-5 years of working experience in a customer-facing role, ideally in financial services, legal services, or with subscription-based services
• Excellent written and verbal communication skills
• A self-starter who is diligent and organized but adaptable
• Demonstrated interest in financial services and learning the credit markets

The base salary range for New York-based CSMs at Octus, encompassing a variety of levels, is $70,000 - $95,000. CSMs are eligible for an annual performance bonus.

The actual compensation will be at Octus' sole discretion and will be determined by the aforementioned and other relevant factors.

Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.