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Job Description
About AltaReturnAltaReturn is a premier provider of software solutions tailored for the Private Capital and Credit sectors. Our mission is to bridge the gaps between technology, information, and people, ensuring that our clients can seamlessly navigate their operational needs. We are in search of driven, intelligent, and innovative individuals who are eager to contribute to our mission and assist our clients in reaching their objectives. At AltaReturn, you will collaborate with industry leaders in fintech, where our culture thrives on creativity and the pursuit of adaptable financial software solutions. We foster an environment of continuous learning, open communication, and shared enthusiasm, whether through collaborative projects or team-building activities. Our commitment to growth and innovation drives us to take initiative, own our results, and maintain a passion for excellence. Join us in transforming the alternative investment landscape and shaping your future with AltaReturn.
Job SummaryThe Customer Success Manager is responsible for overseeing the daily interactions with a portfolio of clients, ensuring a comprehensive, data-informed perspective on their overall experience with all aspects of AltaReturn. Reporting to the Head of Customer Success, this role engages directly with clients to cultivate relationships throughout their organizations, utilizing these connections to enhance product utilization, secure references, identify revenue opportunities, and guarantee long-term satisfaction. Internally, the Customer Success Manager serves as a vital link, compiling and maintaining an extensive 'client profile' and sharing pertinent information across our organization, including product, sales, and executive teams. This position demands the ability to independently and proactively establish rapport with senior client contacts, as well as the discipline to accurately document and relay the relevant details from those interactions.
ResponsibilitiesFoster trusted relationships with executives and key stakeholders within client organizations to comprehend their strategic objectives, drive product adoption, and realize customer-defined outcomes. Develop success plans that align use cases with customer goals, customizing them to fit the client's specific business structure. Manage the escalation of client issues and potential risks, lead the risk mitigation process, and ensure the successful resolution of challenges to enhance the customer experience. Engage in the onboarding process to grasp strategic goals and the client's organizational framework. Utilize various methodologies and best practices to support successful implementation on the client side and provide high-level training on AltaReturn products/features. Create new materials for clients, including executive/quarterly business review presentations, rollout plans, and proposals. Collaborate cross-functionally with Account Management to secure renewals and identify new revenue opportunities. Meet annual renewal and growth targets in partnership with Account Management. Monitor and report on key metrics for Customer Success, including Net Recurring Revenue (NRR), Time-to-Value, NPS, and Customer Health. Consistently communicate AltaReturn product and broader market updates to the customer base. Act as an extension of the Customer Success leadership team, executing strategic initiatives and projects to advance the Customer Success function and business. Mentor junior team members and actively contribute to enablement across the Customer Success organization. Requirements
Minimum of 5 years of experience managing a portfolio of clients in a Customer Success Manager, Account Manager, Customer Relationship Manager, or similar role, with a proven track record of success. Experience in proactively establishing and nurturing new relationships across client organizations, from executive assistants to CEOs. Strong accountability, work ethic, sense of urgency, and the ability to work effectively both independently and collaboratively. Data-driven, highly organized, and detail-oriented. Must be coachable, eager to learn, and possess a blend of patience and tenacity. Willingness to travel as required. Previous experience in SaaS and/or software is advantageous. Experience in the financial industry is preferred, particularly with Fixed Income, Equity, FX, or Loan asset classes. Fluency in additional languages is a plus. Customer-centric mindset focused on driving outcomes and achieving objectives in partnership with AltaReturn and its suite of products. Ability to interact and collaborate with key stakeholders at all levels within client organizations. Excellent interpersonal skills, capable of effective communication with individuals at all seniority levels. Comfortable presenting to clients, both in-person and virtually. Ability to deliver results under pressure, work independently, and take ownership of assigned tasks. Project management experience is a plus. Strong negotiation skills to effectively balance client satisfaction with company interests. Education/Certifications
Bachelor's Degree or Master's Degree from an accredited institution. What We Offer
Comprehensive health coverage options along with additional voluntary benefits. Access to an Enterprise Udemy membership with thousands of personal and professional development courses. 401K with company match or employee pension plan. Competitive compensation and year-end bonus potential. Flexible paid time off. Charitable donation matching, along with volunteer and voting paid time off. Numerous team-building activities to promote collaboration in a dynamic work environment.
