Global Head of Buy-Side Customer Success

We're looking for a dedicated and strategic leader to head up our global buy side customer success team. You will be responsible for defining and executing the customer success strategy, driving product adoption, ensuring client retention, and accelerating commercial growth across our global book of business.

Reporting to the Chief Client Officer, this is a leadership role for a seasoned professional with deep expertise in both customer success and the financial markets. You will build, mentor, and inspire a high-performing team while serving as a key member of our commercial leadership team, influencing CSM processes, product strategy and go-to-market initiatives.

This position is based in NYC, with an in-office requirement of 3 days a week.

Responsibilities:

• Strategic Leadership: Develop and own the global buy side customer success strategy, setting clear goals and metrics for the team. Lead the evolution of our customer success model to scale with our growth, ensuring a world-class client experience from onboarding through renewal.
• Team Management: Recruit, mentor, and manage a team of high-performing Customer Success Managers in both NYC and London. Foster a culture of excellence, collaboration, and continuous improvement.
• Client Relationship Management: Act as a senior point of escalation for key client relationships. Directly engage with C-suite and senior-level stakeholders at top-tier hedge funds, asset managers, and private equity firms to ensure their continued success and satisfaction including managing a small book of your own accounts. 
• Commercial Growth: Partner with sales and account management leadership to identify and execute on opportunities for expansion and upsell. Develop strategies to drive revenue growth and expand our footprint within existing client accounts.
• Cross-Functional Collaboration: Serve as the "voice of the customer" to influence our product roadmap. Work closely with Product, Data, and Sales teams to ensure a seamless client journey and that we are delivering maximum value to our clients.
• Operational Excellence: Implement and optimize processes and tools to enhance team efficiency and effectiveness. Use data and analytics to monitor team performance, client health, and product adoption.

Qualifications:

• Experience: 5+ years of experience in customer success, account management, or a similar client-facing leadership role within financial technology or financial services.
• Domain Expertise: Deep understanding of the credit markets (corporate bonds, leveraged loans, distressed debt) and the buy-side ecosystem. You should be fluent in the workflows of hedge funds and asset managers.
• Leadership Skills: Proven track record of building, leading, and scaling a global, high-performing team.
• Communication: Exceptional verbal and written communication skills, with the ability to influence and build consensus with senior leaders and external stakeholders.
• Strategic Thinking: Strong analytical and problem-solving skills, with the ability to define strategic goals and translate them into actionable plans.
• Bachelor’s degree in Finance, Economics, Business, or a related field; 

At Octus, we consider a range of factors in connection with compensation decisions, including experience, skills, location, and our business needs and limitations. As a result, compensation may vary within and across similar roles and positions. Please note that the salary range information below is a good faith estimate for this position and actual compensation for any individual may fall outside this range if warranted by the circumstances applicable to that individual. If we identify a role that would be suitable for a broader range of skills and experience such that we would consider hiring at multiple levels then the range listed below may reflect that breadth.
 
The base salary range estimate for this position is $120,000 - $140,000, plus an annual performance bonus.
 
The actual compensation will be at Octus' sole discretion and will be determined by the aforementioned and other relevant factors. This position is eligible for an annual discretionary bonus.