Customer Success Manager

Wall Street Prep • New York City, NY

11d • Hybrid

About The Position

The Customer Success Manager (CSM) is a key member of Wall Street Prep’s Customer Success team, responsible for managing and growing relationships with corporate clients. Serving as the primary point of contact throughout the customer lifecycle—from onboarding through renewal and expansion—the CSM helps drive revenue growth while ensuring clients realize maximum value from Wall Street Prep’s training solutions. The role is central to account retention, client satisfaction, and business expansion across financial institutions and Fortune 1000 companies.

The CSM works with senior Wall Street Prep leaders and decision-makers at global financial institutions and Fortune 500 companies to promote successful adoption, retention, and account growth. The position is suited to someone who can navigate novel, high-stakes situations with creativity, intuition, and strategic thinking.

The role is based in New York, NY, with a hybrid schedule of two to three days per week in the office, and reports to the Global Head of Account Management.

Requirements

• Bachelor's degree from an accredited college or university.
• Two to three years of experience in customer success, account management, client services, or relationship management.
• Demonstrated success managing client relationships and driving account retention and growth.
• Proven ability to develop account plans, manage renewal cycles, and execute client success strategies.
• Demonstrated track record of account retention, renewal management, and upselling existing accounts.
• Strong communication, presentation, negotiation, and stakeholder-management skills.
• Ability to influence decision-makers at all organizational levels, including senior executives.
• Excellent organizational skills and attention to detail.
• Ability to manage and prioritize multiple accounts in a fast-paced environment.
• Strong analytical skills and experience tracking and forecasting account performance metrics.
• Experience using Salesforce.com or similar CRM platforms.
• Highly independent, proactive, and entrepreneurial mindset.

Nice To Haves

• Experience in financial services, including investment banking, asset management, private equity, or corporate finance.

Responsibilities

• Serve as the primary point of contact and build long-term relationships with corporate customers, including financial institutions and Fortune 1000 companies.
• Own client renewal cycles and develop strategies to retain and grow existing business.
• Identify opportunities to increase Wall Street Prep’s footprint and business within existing accounts.
• Develop and maintain account plans and monitor account health across a portfolio of corporate clients.
• Lead quarterly business reviews and strategic account-planning meetings with clients.
• Ensure timely and successful delivery of online and live training solutions according to customer needs and expectations.
• Forecast and track key account metrics monthly and quarterly.
• Represent the voice of the customer internally and advocate for client needs across the organization.
• Collaborate with the Business Development team to onboard new clients and support expansion opportunities.
• Build relationships with senior HR leaders, business-line executives, and key stakeholders within client organizations.
• Identify and navigate organizational structures to uncover new revenue opportunities.
• Partner with the Chief Revenue Officer and Managing Director to develop and execute account growth strategies.
• Work cross-functionally with internal teams, instructors, and stakeholders to deliver a high-quality client experience.
• Liaise between customers and internal teams to ensure alignment and successful program execution.

Benefits

• Unlimited PTO
• Full benefits package including medical, dental, vision, and more
• 401(k)
• Parental leave
• Stipend to set up a home office
• Opportunities to learn and take on new responsibilities in a fast-paced, growth-oriented company

What This Job Offers

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