Customer Success Manager

Job description

About 9fin 9fin is the AI platform powering global debt markets — the world’s largest asset class at over $145 trillion. Debt markets are vast, global, and mission-critical, yet still run on fragmented data, PDFs, and manual workflows. 9fin replaces this broken infrastructure with a single platform that centralises proprietary credit data, deep analysis, and high-value workflows across global markets. Today, 9fin powers teams at 300+ blue-chip institutions worldwide, including global banks, asset managers, private equity firms, law firms, and advisors. The business is scaling at exceptional speed, with rapid expansion in the US and best-in-class retention driven by deep workflow adoption. We’re at a defining inflection point. With proven product-market fit and strong, global market pull, 9fin is accelerating toward becoming the category-defining platform for debt markets worldwide. THE OPPORTUNITY The Account Management Team is at the forefront of building client relationships and driving revenue through enhancing clients’ workflows. Customer Success will be a newly created function and extension of our AM team. They will collaborate closely with the account managers and innovate on new ways to partner with the 9fin client base. The role focuses on ensuring that our clients fully understand our product offering and seek to improve usage of our platform using data to drive innovative communication. There is also a high degree of collaboration between other teams to execute the usage growth strategy; enhance our high quality, high functioning, great looking, easy to use products; and to produce a top-tier customer experience. This customer success position is unique and the strategy will be to deliver on specific projects over the course of a customer lifecycle, meaning that we are looking for a commercially minded individual that can build a high performing strategy from zero. This is an opportunity to join a highly motivated and driven team within an exponentially growing business, servicing the largest financial market in the world, giving you the opportunity to accelerate your sales career. WHAT YOU'LL WORK ON Every day is different, but here’s an example of the kind of things you’ll work on: - Become a 9fin expert with a strong understanding of our products and services - Partner with the account managers on specific client projects to drive and ensure growth within the accounts - Become the voice of the client when delivering on internal projects by ensuring our clients’ needs are consistently met - Develop bespoke KPIs and strategies for accounts and introduce performance data driven insights to our clients - Leverage existing customer relationships and expand the network of relevant contacts within each account to ensure 9fin continues to be the partner of choice for their needs - Attend relevant industry conferences and events - Maintain up to date records of client interactions via our CRM REQUIREMENTS This role will be a great fit if you have: - 2+ years of relevant account management or Customer Success experience (Capital Markets, B2B Sales or Business Development) - A strong knowledge of financial markets, and a demonstrated ability to build strong relationships within buyside, sellside & advisory community - A track record of managing & growing a book of enterprise clients (min $1m+ book of business) - Ability to plan and prioritize important tasks and work with accuracy and attention to detail - Effective written and verbal communication skills conveying messages accurately and concisely - Team player, but also able to work effectively alone (help is always at hand if you need though!) - Existing relationships / network within the Leveraged Finance community would be beneficial OUR BENEFITS We’re a scaling start up and we enjoy sharing our success, when the company succeeds, we always reinvest that in our people. We also offer huge amounts of responsibility, an abundance of opportunity for growth and a platform to truly excel. Financial & Insurance - Competitive Salary: $90,000-$105,000 - 401(k) (9fin pay 3%, employee contributions are uncapped) - Private Health Insurance, with Dental and Vision - Paid sick leave - Disability Insurance (New York) - Commuter Benefit Time off - 25 vacation days per year - Local public holidays - Hybrid working model, to allow you the flexibility to decide how, where and when you do your best work - Work abroad for up to 3 months a year - 1 month paid sabbatical after 5 years of service - Enhanced parental leave & flexible working arrangements available Training & Culture - Professional learning and development budget - AI experimentation budget of $1,000 per employee to trial AI tools - Bi-annual team socials - Summer and Winter company social events 9fin is an equal opportunities employer At 9fin we are dedicated to building and promoting a fair and inclusive workplace where everyone can reach their full potential and truly belong. We recognize that building diverse teams enables a more creative and productive environment. If you’re excited about this role but your experience doesn’t perfectly align with the job description, we encourage you to apply anyway. You might just be who we’re looking for — either for this role, or perhaps another.