Customer Success Manager

The role

You will own the day-to-day health of customer relationships and ensure clients get maximum value from a cloud-based data and analytics platform. You will manage stakeholder relationships, drive product adoption, and handle customer escalations.

What you will do

• Own the business and operational relationship across a portfolio of Investment Manager customers
• Build and maintain customer success plans
• Facilitate regular service and business reviews
• Maintain a live view of customer health and stakeholder mapping
• Own the view of relative priority across the portfolio
• Work with Professional Services on in-flight implementations
• Be the visible point of contact for significant customer escalations
• Represent the customer voice in roadmap discussions
• Drive release readiness and track product adoption
• Partner with Sales to share intelligence and identify expansion signals

Required qualifications

• Substantial experience in customer success, client service or account management within B2B SaaS, fintech or data
• Personal ownership of a portfolio of enterprise customers
• Track record of trusted relationships with senior stakeholders
• Seniority and self-direction to operate without a playbook and without a team
• Experience in the asset or wealth management industry
• Experience with enterprise data platforms
• Excellent written and verbal communication
• Strong negotiation and influencing skills
• Ability to translate technical detail into business meaning and business need into actionable items for services and engineering
• Comfortable with data concepts
• Strong organisational skills

Nice to have

• A passion for customer success and for building strong, long-lasting customer relationships
• Calm under pressure
• Confidence and credibility without ego
• A collaborative mindset that embodies Aiviq's core values of collaboration, openness, innovation and respect
• An open mind that brings diversity of thought

Benefits

• The opportunity to define a new function
• A clear path towards leading the function as the company grows
• Career growth in a collaborative, globally expanding fintech
• Development support
• Opportunities to work from other global locations as international teams grow

About the company

Aiviq is a fintech company transforming how asset managers globally process, analyse, and leverage their data. Their solutions power critical business processes for leading financial institutions worldwide.