Customer Success Manager (Onboarding, US hours)

Simply Wall St

6d • Remote

About The Position

Simply Wall St is the portfolio command centre for 8 million investors across 180 countries. We started out levelling the playing field with institutional-grade stock research made simple and visual — today, we're where everyday investors track their portfolios, analyse companies, and make confident, long-term decisions, all in one place. New subscribers join Simply Wall St every day, and how well we onboard them shapes whether they stick around. You'll be the person who makes sure that first experience lands: running personalised 1:1 onboarding sessions, helping new subscribers set up their first portfolio, and showing them the features that matter most to their investing goals — from Snowflake analysis to Screener, Discover, watchlists and alerts. You'll work closely with our Customer Experience Manager and an existing Customer Success Manager, sharing the onboarding caseload as subscriber volumes grow, and collaborating with Product, Marketing and Engineering along the way. This is a remote role with working hours aligned to US time zones, to cover onboarding calls and check-ins during our US subscribers' business hours. As the Customer Success function grows, there's a clear path to take on greater ownership of the broader CS lifecycle and retention strategy. The role You'll help make sure every new subscriber gets real value from Simply Wall St from day one - through personalised 1:1 onboarding, portfolio setup and early check-ins that help them get the most from their subscription. You'll work directly with subscribers, alongside our Customer Experience Manager and Customer Success Team, along with working closely with our Product, Marketing and Engineering teams. You'll play a key role in delivering a consistent, high-quality onboarding experience, driving early activation and product adoption, and turning what you learn from customers into insights that help us continually improve the experience.

Requirements

• Experience in customer success, onboarding, account management or a similar customer-facing role, ideally in a subscription or SaaS business
• Highly organised and thrive on running multiple onboarding conversations at once without letting details slip
• Communicate clearly in writing and in person, and can explain product features simply and confidently
• Customer-focused: build rapport fast, read the room, and people trust you to help them succeed
• Pick up new tools fast
• Curious about financial markets and investing — or excited to learn
• Want to grow with a business, not just fill a seat

Nice To Haves

• Experience with CRM or customer success platforms like Intercom or Zendesk is a bonus, not a requirement

Responsibilities

• Run 1:1 onboarding sessions with new subscribers: understand their investing goals, help them get set up, and drive portfolio activation by helping them create, import or connect portfolios and add holdings correctly.
• Build product understanding by walking customers through the features most relevant to them, so they get to value quickly rather than figuring it out alone.
• Own welcome communications, check-ins, onboarding calls and follow-up, and proactively reach out to subscribers who haven't completed key onboarding steps or aren't yet getting value from the platform.
• Capture recurring themes from onboarding conversations — feature gaps, usability issues, portfolio problems, customer expectations — and turn them into structured insights for Product.
• Connect onboarding activity to our 30/60/90-day Customer Success lifecycle, and hit the target for new subscribers activated and getting value within their first 14 days.

Benefits

• Flexible remote work
• Share Club: cash to invest, a free SWS subscription, and regular sessions to talk stocks with the team
• L&D fund: we invest in your growth
• Team events & hackathons

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed