Customer Success Manager

Octus provides breaking news and market-moving intelligence along with cutting-edge technology and data for hedge funds, investment banks, and law firms. We are changing the way that professionals access opaque or complex information, and we’re always looking for bright minds to join our talent pipeline for upcoming opportunities on our Customer Success team.

Customer Success Managers at Octus are responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships, while also helping support the wider team. Successful candidates should possess strong communication, relationship-building, and problem-solving skills. Our CSM works with the following segments: law firms, investment banks & advisory firms, and the buy side.

We operate on a hybrid schedule (3 days in office per week). Our CSM team is based primarily in New York City and London.

Responsibilities

• Become an Octus expert with a strong understanding of our products, services, and the credit investing market
• Develop key relationships, drive usage, and reach with a wide range of subscribers through understanding each persona’s different workflows, educating them with best practices on how to use the service, gathering feedback, and providing updates on new functionalities, databases, and products
• Lead onboarding and implementation efforts for new Octus subscribers and provide support to first-year customers to prevent churn
• Monitor account health across a book of segment-specific accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal
• Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs
• Proactively strategize outreach efforts through emails, phone calls, and in-person meetings
• Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are met
• Work closely with the sales team to develop account plans, monitor our client’s platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth

Requirements

• Undergraduate degree, preferably in business, finance, law, or a related field
• 1-5 years of working experience in a customer-facing role, ideally in financial services, legal services, or with subscription-based services
• Excellent written and verbal communication skills
• A self-starter who is diligent and organized but adaptable
• Demonstrated interest in financial services and learning the credit markets

At Octus, we consider a range of factors in connection with compensation decisions, including experience, skills, location, and our business needs and limitations. As a result, compensation may vary within and across similar roles and positions. Please note that the salary range information below is a good faith estimate for this position and actual compensation for any individual may fall outside this range if warranted by the circumstances applicable to that individual. If we identify a role that would be suitable for a broader range of skills and experience such that we would consider hiring at multiple levels then the range listed below may reflect that breadth.

The base salary range, encompassing a variety of levels, is $70,000 - $95,000. The role is eligible for an annual performance bonus.

The actual compensation will be at Octus’ sole discretion and will be determined by the aforementioned and other relevant factors.