The Role CMG is seeking a self-motivated Customer Success Manager (CSM) to join our dynamic and fast-growing Customer Success team. We are looking for a proactive, strategic, and relationship-oriented professional with a passion for cultivating client relationships and driving client engagement. The CSM will own a dedicated portfolio of accounts, serving as the primary point of contact accountable for account health, adoption, and retention. This includes enabling successful onboarding and usage, identifying whitespace and expansion signals for Sales to pursue, and developing deep relationships with capital markets professionals. This role centers on proactive account ownership- ensuring successful enablement, healthy usage, and account retention for each account, shaping use cases, and delivering tailored solutions that protect account health, with responsive support as a complement. Strong account health is what sets the stage for renewal and future growth.
The successful CSM candidate will become an expert on the CMG platform to handle a vast range of client use cases and constantly drive the value proposition of the service by providing guidance and solutions to enhance their experience. The Customer Success group acts as the "voice of the customer" to advance the functionality of the CMG platform and is expected to be an excellent collaborator partnering with Sales, Product Management, and Engineering functions. CMG is transforming one of the most exciting sectors on Wall Street, delivering innovation to the equity capital markets. We believe growth and customer success go hand in hand and our team sits at the intersection of product, commercial strategy, and client impact.
Responsibilities- Own a dedicated book of accounts and serve as the primary point of contact for account health, adoption, engagement, and retention
- Proactively engage with clients to surface emerging needs, uncover new use cases, and drive adoption of CMG's products
- Build and drive account plans for your book of business focused on usage health and retention; surface renewal risk and expansion opportunities to Sales
- Identify patterns in client feedback to highlight product gaps, inform internal teams, and help shape CMG's product direction
- Deliver high-touch service and foster strong client relationships that prioritize both responsiveness and long-term value
- Diagnose and resolve customer questions with a solutions-oriented mindset, offering creative workarounds when necessary
- Build and maintain deep understanding of the CMG platform to support a broad spectrum of customer workflows and opportunities
- Independently manage fast-paced work as part of a Customer Success team
- Maintain a flexible and positive approach when navigating challenges
- Contribute to strategic initiatives and special projects that improve the customer experience and strengthen overall team impact
Qualifications- 3-5 years of experience in a client-facing role, such as Customer Success, Sales, Account Management, or a similar function, with a strong track record of building relationships and delivering customer value
- Prior experience working in Fintech or within financial institutions is desired
- Ability to influence both technical and business audiences to improve the product by identifying and documenting enhancements
- Exceptional communication skills (both written and verbal) and the ability to interact with a wide range of audiences
- Curiosity and desire to learn quickly to develop domain knowledge
- Keen analytical and problem-solving skills
- Ability to multi-task balancing simultaneous customer issues
- Comfortable working in a collaborative, fast paced team environment
- Flexibility for rotational coverage of non-peak hours
- B.S. in Finance, Economics or similar business study
Nice to have- Experience in the ECM space (Buyside or Sellside)
- Experience with Business Analytics
- Proficient using CS related tooling - HubSpot, Jira, MixPanel, MSFT Office, etc
- Entrepreneurial mindset
- Positive, "whatever it takes" attitude
- Politeness, fun-loving disposition, respect for others
How we'll measure success- Seat utilization across your book
- Gross retention / churn
- Activation and onboarding completion rate
- At-risk account reduction
- Quality and consistency of account plans and QBRs
Our Values- We innovate with purpose
- We focus on outcomes vs. output
- We believe diverse and inclusive teams fuel innovation
- We are humble yet candid
- We do right by the customer
What We Offer- Comprehensive benefits program (Medical, Dental & Vision)
- Equity
- 401k company match
- Flexible Spending & Health Savings Account
- Unlimited PTO
- Remote work environment
- Education reimbursement
- Continuous learning opportunities
- Life insurance
- Employee referral bonus
- Parental leave
$90,000 - $110,000 a year
The successful candidate's salary will be determined by non-discriminatory factors such as skills and experience. Additionally, this role is eligible to participate in our benefits program including health, dental, vision, 401K, paid time off, and our equity plan.
