Customer Success Manager

Customer Success Managers at Street Context work closely with our users throughout their journey with us. Our clients are the largest banks and broker-dealers in the world, and their users are our bread and butter. As a CSM, you'll help bring them the value they signed up for by onboarding them, educating them on product workflows, communicating new feature enhancements and opportunities, and gathering user feedback to inform the product roadmap.

Our Customer Success Managers operate as a team, driving value across our entire user base and the personas within it, all in the aim of retention. 

You will execute user adoption and engagement strategies across all aspects of the client life cycle - pilots, onboarding, maintenance, renewals and any additional initiatives required to grow the accounts. Manage external tools used for both internal and external reports, campaigns and CRM purposes to ensure efficiency in our processes, such as Salesforce, Planhat, Appcues. Our CSM team plays a crucial role in mitigating user churn by fighting to win back disengaged users. You must be creative with your strategies and persistent in your approach.

As a foundation, you must familiarize yourself and continually update your understanding of the market we operate in, our users' workflows, and how we fit into the broader enterprise on the sell side. Additionally, you’ll become a product expert, understanding how the Street Context offering augments the user’s workflow and how to convey the value proposition of our products effectively. 

Thematic Responsibilities

• Successful Onboarding of New Users: Communicate with and assist our users in understanding our product so they receive the maximum value and return on investment
• Using Data to Support Decision Making: Build reports with key user metrics that  the business can use to drive expansion opportunities with executive sponsors and CSM team to develop a better understanding of existing clients’ usage and future opportunities
• Support Pilot Opportunities: Collaborate with our Account Executives and Account Managers to close pilots with new and existing customers
• Minimizing User Churn: Fight to win back users who have lost faith in our products. Identify users who have fallen into bad health and create holistic strategies as a CSM team to bring them back
• Monitoring & Evaluating User Health: Forecast and track key user metrics (e.g. logins, sends, etc). Prepare reports on user status to communicate to internal leadership
• Acting as the Voice of Our Users: Be the internal voice of our users and create a continuous feedback loop to advocate for our users' needs. Educate existing users on new features and intake feedback for improvements. Communicate findings with the product and development team to align with customer requirements.
• Identify Opportunities for Process Improvement: Help improve our CSM processes by analyzing our current technology & workflows to come up with solutions to improve our policies and efficiency that enable our team to scale. Ensure data reliability and accuracy when performing modifications to our processes independently or with the product team
• Manage External Tools: Come up with and design flows, validation rules, automations, and notifications in Salesforce. Keep fields and measurements synced and accurate between our systems in Looker, Salesforce, Planhat, Appcues, etc
• Continual education and training: as the Street Context offering and the broader industry evolve, you’ll be responsible for leveraging internal and external resources to continually educate and train yourself, equipping yourself with the knowledge and tools to communicate and sell Street Context effectively

Your Know-how

• You have 2+ years of experience in a client-facing role
• Your EQ is through the roof and compliments on your communication skills follow you everywhere you go
• You are coachable and integrate feedback into your conduct and professional development goals
• You have the motivation, drive, and energy required to sustain a high level of client-facing activity
• You believe that it takes pressure to make a diamond, grit to make a pearl and that the best decisions are made when contentious conversations are embraced
• You have experience using data-driven approaches to drive engagement across a user base
• You are experienced with go-to-market and product analytics tools such as Salesforce, Appcues, Pendo, Zoom, Amplitude and business intelligence products like Looker or Tableau
• You are bilingual and can speak Spanish or Portuguese fluently

It’s a bonus if

• You have worked in a SaaS business with enterprise customers
• You have worked on a trading floor or have experience working with capital markets, specifically in research, sales, or trading