Senior Customer Success Manager

1 week ago


London, Greater London, United Kingdom Edgefolio Group Full time
Senior Customer Success Manager
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 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.

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
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.
5+ years in customer success roles in a SaaS environment.
~ Ability to develop effective customer success practices and suggest new processes.
~ Data-driven mindset, adept at client reporting.

Understanding of the hedge fund and asset management space
A network and/or experience in building relationships in the funds industry
CRM, martech of aligned software experience
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
discounts at 30,000 brands such as Samsung, Dell & John Lewis
Huge opportunities for growth and role expansion
Bring your dog to work
We celebrate diversity and are committed to creating an inclusive environment for all team members.
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