Senior Customer Success Manager, Strategic Accounts

9fin•New York, NY

1d•$140,000 - $175,000•Hybrid

About The Position

9fin is hiring a Senior Customer Success Manager to help establish its newly created Customer Success function as an extension of the Account Management team. The role focuses on helping clients understand 9fin’s products and services, improving platform usage, and using data to guide innovative client communications. The Customer Success Manager will collaborate closely with account managers and other teams to deliver usage-growth strategies, improve products, and provide a high-quality customer experience. This commercially focused role involves delivering specific projects throughout the customer lifecycle and building a high-performing Customer Success strategy from the ground up. The position requires three days in 9fin’s New York City office. 9fin is a hybrid company; its stated general office policy is that, from January 2027, employees work from their designated office on Tuesdays and Wednesdays, with some teams potentially required to attend more often. The Talent Partner will share the hybrid details for this role.

Requirements

At least 6 years of relevant account management or Customer Success experience in Capital Markets, B2B Sales, or Business Development.
Strong knowledge of financial markets and demonstrated ability to build relationships in the buy-side, sell-side, and advisory communities.
Track record of managing and growing enterprise client portfolios with a minimum $1 million book of business.
Ability to plan and prioritize important tasks, working accurately and with attention to detail.
Effective written and verbal communication skills, with the ability to convey messages accurately and concisely.
Ability to work collaboratively as a team member and effectively independently.

Nice To Haves

Existing relationships or a network within the Leveraged Finance community.

Responsibilities

Become an expert in 9fin’s products and services.
Partner with account managers on client projects to drive and ensure account growth.
Represent the client’s voice on internal projects and ensure client needs are consistently met.
Develop bespoke account KPIs and strategies, and provide clients with performance-data-driven insights.
Use existing customer relationships and expand relevant contact networks within each account so 9fin remains a partner of choice.
Attend relevant industry conferences and events.
Keep records of client interactions up to date in the CRM.