Customer Success Manager

Location: New York City or Boston (Hybrid)

At DiligenceVault, we're making diligence possible for all. We have built a technology to streamline the manually intensive diligence process and unlock the data within documents in an industry managing over $100 Trillion in assets. We have built a network of over 70,000 platform users at over 17,000 firms in over 100 countries. To continue on our growth trajectory, we are looking for exceptional talent from across disciplines and industries to shape the future of due diligence and improve the lives of our clients and users in a meaningful way.

ABOUT THE ROLE

We are seeking a highly motivated Customer Success Manager to support our clients and users through best-in-class user experience and implementation partnerships. The ideal candidate is a self-starter with a passion for client success and technology. The position will be Hybrid and ideally based in New York City or Boston.

RESPONSIBILITIES

• Manage day-to-day communications with clients in North America & Europe
• Oversee the onboarding of new accounts in North America and Europe and ensure successful implementation
• Proactively anticipate client issues based on patterns and concerns
• Partner with Product & Engineering teams on client implementations and client suggestions & feedback
• Prioritize issues and troubleshoot as they arise
• Troubleshoot and perform basic root cause analysis of technical issues and follow through to resolution
• Own the renewal process and partner with the Account Management team in managing upsell opportunities
• Willingness to learn the DiligenceVault platform and product and be the subject matter expert on platform functionalities
• Help develop and maintain the Company's knowledge base, product updates, and lead webinar training sessions
• Be the client's main point of contact and a team player as part of the Global Client Success team; ensuring successful cross-functional participation (sales, marketing, product teams

REQUIREMENTS

• 5+ years of hands-on experience within Client Services at a B2B technology product company is a MUST (self-service software experience will also be considered)
• Strong client-interaction and communication skills - including the ability to react to client issues, assess and address them in a timely manner
• Experience working with asset managers / institutional investors is a strong plus
• Knowledge of API, day analytics, and SQL also a strong plus
• Willingness and desire to solve problems efficiently and effectively
• You consider yourself to be a problem solver
• Process-oriented, including issue tracking and incident management
• Independent self-starter willing to propose game-changing ideas
• Ability to succeed in a remote team environment and a global team
• Bachelor's degree or equivalent

WHAT WE OFFER

• All the latest tech you need to succeed
• Annual Client Success and Industry Training
• Competitive medical, dental, and vision benefits, including access to One Medical membership through our partners at Justworks
• Retirement Plan (401k)
• Generous Paid Time Off (Vacation, Sick & Public Holidays)
• Employee Donation Matching
• Global offsite
• A dynamic, ambitious, and fun work environment
• Hybrid Work Model (must be living currently in New York City or Boston area)

Compensation including Salaries range from $85,000 to $120,000 depending on experience + commission + equity.