Customer Success Manager - Legal

Octus•New York, NY

27d•$70,000 - $90,000•Hybrid

About The Position

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets. For more information, visit: https://octus.com/ Working at Octus Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more. Role The Customer Success Manager will be responsible for managing a book of existing AmLaw 100 firms while supporting our efforts to promote processes, drive retention rates, increase usage and develop stakeholder relationships. The Customer Success Manager will possess strong communication, relationship building, and problem solving skills. Please note that we are open to considering candidates at the Specialist and Manager levels. Where you fall will be determined during the interview process, based on experience, skills, and other relevant factors. This position is based in our New York City office, on a hybrid schedule (3 days in office per week).

Requirements

1-5 years of working experience in a customer facing role
Excellent written and verbal communication skills
A self-starter who is diligent and organized, but adaptable and creative
Experience in financial services and/or working with law firms a plus

Responsibilities

Become an Octus expert with an understanding of the legal segment, our products, services, and the financial restructuring industry/process, along with the sub-investment grade market
Manage a book of legal accounts to understand their business drivers and goals and ensure they are sticky with the Octus product suite
Develop key relationships and drive usage with a wide range of subscribers through understanding each of their different workflows, educating them on best practices on how to use their subscription, gathering feedback, and providing updates on new functionalities/databases
Leverage existing customer relationships and expand the network of relevant contacts within each client to become the partner of choice for their needs
Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls, and in-person meetings to maximize usage and adoption
Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our client’s needs are met
Work closely with the sales team to develop account strategy, monitor 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