Customer Success Manager
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Company Description
We are a multi-award winning RegTech company on a mission to transform the quality of regulatory reporting in the financial services industry. We've combined regulatory expertise with advanced technology to develop our market-leading quality assurance services. Unique in being able to fully assess data quality, our services are used by some of the world’s largest investment banks, asset managers, hedge funds and brokers, helping them to reduce costs, improve quality and increase confidence in their regulatory reporting.
Role Description
The Customer Success Manager is responsible for managing the end-to-end customer relationship post-sale, ensuring clients achieve value from Kaizen Report Shield and maintain high satisfaction. The CSM acts as the trusted advisor to assigned accounts, driving adoption, supporting business outcomes, and ensuring long-term retention and growth.
Key activities and responsibilities
Customer Relationship Management
- Act as the primary point of contact for assigned clients.
- Build strong, trusted relationships with client stakeholders at all levels.
- Understand client business objectives and align product usage to those outcomes.
- Host period service reviews with assigned accounts.
Onboarding & Adoption
- Partner with the Customer Success Operations Manager to ensure a smooth onboarding experience.
- Drive client engagement and adoption of our products and services.
- Identify potential barriers to adoption and work proactively to resolve them.
Value Delivery
- Regularly review client performance, outcomes, and product usage.
- Deliver success reviews, reporting insights, and recommendations to demonstrate value.
- Ensure clients achieve ROI and time-to-value goals.
Retention & Growth
- Identify expansion opportunities (upsell/cross-sell) in partnership with Sales/Relationship Managers.
- Monitor customer health and proactively mitigate churn risks.
- Escalate complex issues promptly, working with internal teams to resolution.
Advocacy & Feedback
- Capture and share client feedback to inform product development and service improvements.
- Identify and nurture potential client advocates for case studies, references, or industry forums.
- Contribute to building a customer-first culture internally.
Key Success Measures
- Client retention and renewal rates to be agreed.
- Customer health and satisfaction (e.g., NPS/CSAT).
- Expansion revenue influenced (upsell).
- Monthly, QBR, EBRs
Person specification
Skills
- Advanced Microsoft Office with high proficiency in Word, PowerPoint and particularly Excel
- Excellent verbal and written communication skills
- Strong attention to detail
- Basic but sound mathematical skills
- Strong analytical, organisational, and time management skills
- A commercially focused mind-set
- Ability to adapt well to change.
Knowledge
- Some knowledge about financial services/instruments will be beneficial
Experience
- Previous experience using a CRM tool and techniques would be beneficial (ideally Salesforce)
- Previous experience using Planhat would be beneficial
- Proven ability to build and maintain client and stakeholder relationships at all levels
- Experience of effectively managing multiple tasks and delivering in a fast-paced environment to tight deadlines
- Track record of implementing new ideas and challenging the status quo
- Experience working in financial services or sales would be advantageous.
Qualifications
- Degree or equivalent experience