Senior Customer Success Manager

Edgefolio

Edgefolio

Customer Service, Sales & Business Development
London, UK
Posted on Friday, March 29, 2024
London

Senior Customer Success Manager

Senior Customer Success Manager

About Us

Edgefolio is a B2B FinTech scale-up, building SaaS technology that connects the fund management industry. We are a venture-backed team of innovators and technologists, bringing the industry online by creating best-in-class digital solutions for the worlds leading investment managers.

Edgefolio is being scaled by people all around the world who share our vision. We are an experienced, personable, team with a strong focus on entrepreneurship, delivery, and scale.

We believe in empowering our teammates in their work, giving them autonomy and ownership of what they do. We want everyone at Edgefolio to own their story and their successes – all our team members are hugely valued and important parts of our company's journey.

What we're looking for

Edgefolio are looking for a hands on Senior Customer Success Manager to help us develop our customer success practice. Duties for the Senior CSM will include a broad range of tasks, including maintaining ongoing customer relationships, implementing success programs, focusing on account renewals, onboarding and training clients, and minimising churn. You should also be able to provide insights on how to best utilise our hedge fund marketing software, improve customer experience through product support, and handle customer complaints and requests. In line with the combined success of the sales team, you will build out and lead a customer success team.

Successful candidates will be sociable, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. As the face of our business, you will engage with customers, and genuinely care about helping them maximise value.

Responsibilities

  • Providing support to new clients, ensuring successful onboarding, engagement and rollout of the platform, focussed on exceeding buyers expectations and shortening their time-to-value.

  • Identify usage and reporting opportunities to help clients get more value out of FundPortal or provide feature requests and product guidance to the Product team

  • Be the internal voice of the customer ensuring that their needs are heard, met and communicated effectively

  • Ongoing management of existing FundPortal clients, walking them through our life-long post-launch customer success program.

  • Able to successfully minimise churn and extend contract wins.

  • Provide regular reports and presentations to existing customers on system usage.

  • As a system expert you will be able to troubleshoot and triage client requests

Requirements

  • 5+ years in customer success roles in a SaaS environment.

  • Ability to develop effective customer success practices and suggest new processes.

  • Commercially astute who is comfortable carrying a renewal number.

  • Clear communicator with a friendly demeanour.

  • Strong work ethic and keen to be involved with an exciting fintech start-up.

  • Can build teams and also be happy to work autonomously.

  • Data-driven mindset, adept at client reporting.

Desirable skills

  • Understanding of the hedge fund and asset management space

  • A network and/or experience in building relationships in the funds industry

  • Experience with Gong, Hubspot, Slack and G-suite

  • CRM, martech of aligned software experience

Benefits

  • Compensation package including base + equity options

  • Company pension plan

  • Flexible, independent and remote-first working environment

  • A new MacBook + home office budget, or a co-working space membership

  • Enhanced maternity and paternity leave

  • Paid time off for business training

  • Bike to work scheme

  • Mental health support program

  • Quarterly in person social events

  • Work anniversary day-off

  • Perks package incl. discounts at 30,000 brands such as Samsung, Dell & John Lewis

  • Huge opportunities for growth and role expansion

  • Bring your dog to work!

How to Apply

If you are interested in this role, please send your CV to careers@edgefolio.com, and we’ll be in touch. We look forward to hearing from you!

Edgefolio is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

This is Edgefolio.

It's not the tech. It's our people.

In each of us, you'll witness sharp minds, kind spirits, and the determination to transform our ambitions into reality and make a positive impact on the world.

Joining Edgefolio means to become the best version of yourself and to be given the freedom and confidence to make this the best job of your life.

Shaping the future is not easy and also not done overnight. The challenge is a great one and we're well on our way - Join us!

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Senior Customer Success Manager

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