Senior Customer Success Manager

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 are always looking for bright minds to join our growing Customer Success team. 

The Senior Customer Success Manager will be responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships within the advisory space, while also helping support the wider team. The Senior Customer Success Manager will possess strong communication, relationship-building, and problem-solving skills.

This is a hybrid role (3 days in office per week), located in our New York office.

Responsibilities

• Become an Octus expert with a strong understanding of our products, services, and the credit investing market
• Develop key relationships, drive usage, and reach with your 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
• Lead onboarding and implementation efforts for new Octus subscribers and provide support to first-year customers to prevent churn
• Monitor account health across a book of advisory accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal. Proactively strategize outreach efforts through emails, phone calls, and in-person meetings
• Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs
• Spearhead cross-functional initiatives as the senior voice of the Advisory customer, synthesizing complex client feedback to directly influence the Product and Editorial roadmaps and ensure Octus remains essential to the advisory workflow.
• Take ownership of the Advisory segment strategy by analyzing trends and usage patterns across the vertical to develop specific engagement plans that drive adoption and deeper retention across the client base.
• Serve as a mentor and subject matter expert for the wider team, playing an active role in the onboarding of new hires and codifying best practices to elevate the team’s overall commercial and product fluency.
• Proactively uncover growth opportunities and 'whitespace' within accounts by monitoring trends and business needs, and partner with Account Management to facilitate trials that demonstrate clear value to prospective users.

Requirements

• Undergraduate degree, preferably in business, finance, or a related field
• 5+ years of working experience in a customer-facing role, ideally in financial services or with subscription-based services; knowledge of the credit markets a big plus
• 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

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 $90,000-$110,000, plus a performance-based annual bonus.

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