Customer Success Manager

MagicOrange • Dedham, MA

10d • Hybrid

About The Position

The Customer Success Manager will be a key member of MagicOrange's Customer Success team, reporting directly to the VP, Customer Success. The role is responsible for leading multiple client implementations within the financial services sector, including banking, insurance, and asset management. This role combines deep technical expertise in cost accounting and IT Financial Management (ITFM) with strong consulting skills, allowing the incumbent to guide clients through complex transformations, provide strategic insights, and deliver measurable business value. The Customer Success Manager will act as a trusted advisor to senior stakeholders, performing advanced data analysis to uncover cost and value insights, presenting recommendations, and ensuring clients achieve maximum ROI from the MagicOrange platform. The role requires managing multiple clients simultaneously, mentoring junior consultants, and collaborating across teams to drive adoption, client satisfaction, and long-term success. This is a high-impact, client-facing role where success is measured not only by project delivery but by the ability to foster trusted relationships, demonstrate analytical insight, and contribute to the growth and capability of the Customer Success team.

Requirements

• A relevant tertiary qualification in Finance, Accounting, Business, IT, or a related field.
• Several years of relevant experience in a consulting, customer success, or client-facing delivery role, ideally within financial services or a SaaS environment.
• Strong technical knowledge of cost accounting principles and IT Financial Management (ITFM) or Technology Business Management (TBM) frameworks.
• Proven consulting skills, with the ability to lead client-facing engagements and manage complex transformation projects.
• Advanced data analysis capability, with the ability to translate complex data sets into clear, actionable business insights.
• Strong stakeholder management skills, with experience engaging senior leaders across finance, IT, and operations.
• Excellent communication and presentation skills, able to convey technical findings to both technical and non-technical audiences.
• Strong organisational skills, with the ability to manage multiple concurrent client engagements without compromising quality.

Nice To Haves

• A professional accounting or finance qualification (e.g. CIMA, ACCA, CA) is advantageous but not essential.
• Experience within financial services (banking, insurance, or asset management).
• Prior experience with ITFM, TBM, or cost transparency platforms.
• A collaborative, coaching mindset, with a genuine interest in developing junior team members.
• Comfortable working across time zones and cultures, given MagicOrange's global client base.

Responsibilities

• Lead end-to-end client implementations, ensuring projects are delivered on time, on budget, and to the highest standard.
• Manage multiple client accounts simultaneously, balancing priorities and delivering consistent, high-quality outcomes across all engagements.
• Apply strategic thinking, project leadership, and advanced analytical skills to guide clients through large-scale ITFM/TBM transformations.
• Support post-implementation activities, ensuring clients achieve ongoing business value and ROI from the solution.
• Perform detailed data analysis to provide insights into IT costs, consumption, and value, enabling clients to make informed, strategic decisions.
• Develop and present financial and operational dashboards, reports, and recommendations that demonstrate measurable business impact.
• Continuously gather client feedback to inform product improvements, service offerings, and best practices.
• Engage senior stakeholders, understand their business drivers, and align solutions to deliver tangible value.
• Act as a trusted advisor, proactively identifying opportunities to drive client success and adoption of the MagicOrange platform.
• Serve as a point of escalation for complex client issues, providing strategic guidance and problem resolution.
• Collaborate closely with the Customer Success team to track client progress, escalate issues, and provide actionable insights.
• Mentor and coach junior consultants, contributing to the growth of the team's delivery capability.
• Facilitate workshops, trainings, and knowledge transfer sessions to empower client teams.

Benefits

• Ongoing training on the latest technologies to aid automation for accountants.
• A competitive remuneration package, with flexible pension options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level