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 Customer Success Manager will be responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships with key stakeholders across the credit space (you’ll be working either with law firms, buyside firms, or investment banks), while also helping support the wider team. The Customer Success Manager will possess strong communication, relationship-building, and problem-solving skills.

Please note that we are open to candidates at the Customer Success Specialist, Manager, & Senior Manager levels. Where you fit will be determined based on your experience & the skills you demonstrate throughout the interview process. 

This is a hybrid role (3 days in office per week), located in our New York City 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 a wide range of 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 efforts for new Octus subscribers and current subscribers, who are expanding their product access
• Monitor account health across a book of accounts to identify at-risk accounts and provide dedicated coverage alongside the account management team ahead of the renewal
• Create weekly newsletters highlighting new content and features on the platform tailored to specific credit investing personas to scale and enhance our customer reach
• Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs
• Proactively strategize outreach efforts through emails, phone calls, and in-person meetings
• Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are met
• Work closely with the sales team to develop account plans, monitor our client’s platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth

Requirements

• Bachelor’s degree, preferably in business, finance, or a related field
• 1-5+ years of working experience in a customer-facing role, ideally in financial services or with subscription-based services (at the senior level, previous customer success experience is strongly preferred)
• 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
• Must be legally authorized to work in the country where the position is located

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 $70,000-$95,000, 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.