Customer Success Manager

Location: New York, New York (Hybrid, 2-3 days per week in office)

Reporting to: Global Head of Account Management

Employment Type: Full-Time

Compensation: $85,000 - $95,000 base salary + bonus potential
Position Summary

The Customer Success Manager (CSM) serves as a key member of our Customer Success team and is responsible for managing and growing relationships with Wall Street Prep's corporate clients. The CSM acts as the primary point of contact throughout the customer lifecycle, from onboarding through renewal and expansion, helping drive revenue growth while ensuring clients realize maximum value from Wall Street Prep's training solutions.

This role plays a critical part in account retention, client satisfaction, and business expansion across financial institutions and Fortune 1000 companies. The ideal candidate thrives in novel, high-stakes situations that require creativity, intuition, and strategic thinking. The CSM will work closely with senior leaders at Wall Street Prep as well as decision-makers at global financial institutions and Fortune 500 companies to ensure successful adoption, retention, and growth across a portfolio of accounts.
Key Responsibilities
Customer Success & Account Management

• Serve as the primary point of contact and build long-term relationships with corporate customers spanning financial institutions and Fortune 1000 companies.
• Own the client renewal cycle and develop strategies to retain and grow existing business.
• Identify opportunities to increase Wall Street Prep's footprint and business within existing accounts.
• Develop and maintain account plans and monitor overall account health across a portfolio of corporate clients.
• Lead quarterly business review sessions and strategic account planning meetings with clients.
• Ensure the timely and successful delivery of Wall Street Prep's online and live training solutions according to customer needs and expectations.
• Forecast and track key account metrics on a monthly and quarterly basis.
• Serve as the voice of the customer internally and advocate for client needs across the organization.

Client Engagement & Business Growth

• Collaborate with the Business Development team to onboard new clients and support expansion opportunities.
• Build relationships with senior HR leaders, business line executives, and key stakeholders within client organizations.
• Identify and navigate organizational structures to uncover new revenue opportunities.
• Partner closely with the Chief Revenue Officer and Managing Director to develop and execute account growth strategies.
• Work cross-functionally with internal teams, instructors, and stakeholders to deliver a best-in-class client experience.
• Serve as a liaison between customers and internal teams to ensure alignment and successful program execution.

Required Skills

• Demonstrated success managing client relationships and driving account retention and growth.
• Proven ability to develop account plans, manage renewal cycles, and execute client success strategies.
• Strong communication, presentation, negotiation, and stakeholder management skills.
• Ability to effectively influence decision-makers at all levels of an organization, including senior executives.
• Excellent organizational skills and attention to detail.
• Ability to manage and prioritize multiple accounts in a fast-paced environment.
• Strong analytical skills with experience tracking and forecasting account performance metrics.
• Experience using Salesforce.com or similar CRM platforms.
• Highly independent, proactive, and entrepreneurial mindset.

Required Education and Experience

• Bachelor's degree from an accredited college or university.
• 2-3 years of experience in customer success, account management, client services, or relationship management.
• Demonstrated track record of account retention, renewal management, and upselling existing accounts.
• Experience in financial services, including investment banking, asset management, private equity, or corporate finance, strongly preferred.

Work Environment

• Hybrid (2-3 days in office)
• Office located in New York, NY

CORE COMPETENCIES
TEAMWORK

As a Customer Success Manager, you will work with a diverse set of individuals and must have the ability to empathize and collaborate with people from a range of backgrounds and experiences.
INTEGRITY

Much of our work is dependent on trust and respect, so consistency of actions and taking responsibility for one's actions is critical. We value team members who strive to do what is right.
ACCOUNTABILITY

We value the ability of our team and organization to honor commitments to clients and fellow team members.
HUMILITY

Value openness and curiosity to learn from team members and clients. Be open to personal growth and continuous improvement.
RESULTS-DRIVEN

Have an excellent track record of outcomes. Our clients depend on us to deliver exceptional training solutions and service. Every task should be approached with a commitment to excellence.
TRANSPARENCY

At Wall Street Prep, we pride ourselves on honest and open communication. Every team member should embody transparency in their work and interactions.
WHAT WE OFFER

• A fun, lively, startup culture
• Unlimited PTO
• Full benefits package including medical, dental, vision, and more
• 401(k)
• Parental leave
• Stipend to set up a home office
• Core values-based leadership
• Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-oriented company