Customer Success Manager

Full-time - Mid Level

Hybrid - New York, NY

Publishing Industries

About the position

At Solidus, we are shaping the financial markets of tomorrow with cutting-edge trading surveillance and risk management solutions that protect investors, enhance transparency, and ensure regulatory compliance across traditional financial assets and crypto markets. With the rapid expansion of digital assets into traditional finance, we are growing our Customer Success team to accelerate product adoption across key industry players. At Solidus, we believe that great customer success is built on collaboration, creativity, and measurable impact. Our Customer Success Managers are the ambassadors of our product and company. They help our customers realize the value of the product and expand the adoption across business functions.

Responsibilities

• Manage Solidus Labs customers in America and Europe. Effectively communicate our value proposition, vision, and product/service capabilities.
• Build and maintain positive relationships with key decision makers and users to influence adoption and facilitate smooth customer experience of Solidus Labs solutions.
• Identify cross-selling and up-selling opportunities through customer interactions; collaborate on opportunities with Account Executive and Solutions Executive(s).
• Demonstrate and educate customers on how to use our platforms and solutions in a manner that is tailored to customer's requirements due to compliance policy and/or regulatory requirements to drive opportunities and increase adoption and utilization.
• Ensure customers derive maximum value from their investment in Solidus Labs solutions by fully utilizing the features and collaborating with other teams to ensure retention and growth.
• Oversee regular check-in meetings with customers to achieve specific objectives and join/collaborate on strategic account meetings to discuss customers' business objectives and strategies.
• Actively monitor and enhance product utilization using comprehensive reporting and data analysis. Proactively manage dashboards to maintain accurate records and ensure timely updates.
• Conduct quarterly business reviews (QBRs) to evaluate the customer's goals, discuss future outcomes, demonstrate value, and understand expectations.
• Drive client satisfaction through timely management of client issues and escalations.
• Advocate for clients by effectively working across departments to get the support and information needed to satisfy client needs.
• Reinforcement of our resources through conferences, partnerships, industry knowledge, thought leadership, networking, etc.
• Some travel is required.

Requirements

• 5+ years of experience in a customer success or related role, adept at managing customer relationships across diverse, global organizations, with a preference for those experienced in technical enterprise products.
• Experience with financial markets, trading and compliance is highly desirable.
• Willingness to learn and adapt in an evolving industry and environment and exhibit a proactive approach to learning. Able to work in a dynamic, fast-paced environment.
• Skilled in employing a consultative approach, with a proven ability to understand and address diverse customer needs quickly.
• Bring a proven track record of delivering clear, measurable outcomes for customers.
• Exceptional communication and interpersonal skills, capable of engaging effectively with a wide range of stakeholders.
• Demonstrate a strong ability to identify trends and implement data-driven strategies for customer engagement and retention.
• Enthusiastic about innovating in the customer success space, particularly in applying scalable strategies.

Benefits

• The annual salary range for this role is $140,000 - $165,000, with a variable component.
• In addition to base pay, Solidus Labs offers equity, unlimited PTO and a generous total rewards program.
• $0 monthly health insurance premiums for you and your family.
• A robust 401K match program.
• Perks like ClassPass, One Medical and Talkspace subscriptions.