Client Success Manager

Let’s be #BrilliantTogether

Join ISS Market Intelligence as a Client Success Manager!

We’re seeking a dynamic professional to join our Client Success team and play a strategic role in ensuring client satisfaction, retention, and growth.

As a trusted advisor, you’ll build strong relationships, optimize client experiences, and identify opportunities to enhance product adoption. Your day-to-day will involve engaging with clients through phone, email, webinars, and in-person meetings, delivering insights and support that drive measurable success.

This role offers the chance to work with clients, apply data-driven strategies, and contribute to the continued success of a global leader in financial services.

Key Responsibilities

Client Engagement & Relationship Management

• Act as the primary point of contact for a portfolio of clients, building trusted relationships at all organizational levels.
• Drive client onboarding and training to ensure seamless adoption and understanding of ISS MI’s platforms and solutions.
• Conduct regular business reviews to assess client satisfaction, align on objectives, and provide actionable recommendations for success.
• Monitor client health metrics to proactively address underutilization, identify risks, and implement retention strategies.

Value Realization & Growth

• Leverage client usage data and industry trends to deliver tailored insights that drive value and enhance daily workflows.
• Identify upsell and cross-sell opportunities, collaborating with Sales to expand product adoption and increase revenue.
• Lead efforts to maximize client retention, ensuring renewals are completed on time with optimized terms.
• Develop and deliver impactful product webinars and workshops to showcase features and best practices.

Operational Excellence

• Collaborate with internal teams (Product, Sales, and Support) to streamline processes, resolve client issues, and deliver on custom client requests.
• Document client interactions, opportunities, and insights using Salesforce.com, maintaining meticulous records to inform strategic decisions.
• Provide detailed feedback to the Product team to influence the development roadmap based on client needs and emerging trends.
• Ensure ISS MI’s contractual commitments are fulfilled, acting as a champion for client success.

Strategic Influence

• Partner with Sales and Product teams to prepare for strategic client meetings and proposals, delivering compelling presentations.
• Represent the voice of the customer in cross-functional forums to drive continuous improvement in product and service delivery.
• Participate in strategic planning initiatives to refine the client journey and optimize retention and growth strategies.

Thought Leadership

• Stay ahead of industry trends, financial services innovations, and best practices to serve as a knowledgeable resource for clients.
• Actively contribute to the development of client success frameworks and methodologies that elevate the team’s performance.

Required Skills and Qualifications

• Bachelor's degree in Finance, Economics, Business, Communications, Information Technology or related fields. Relevant equivalent experience will be considered in lieu of a degree.
• 1-5 years of client-facing experience in account management, client success, or equivalent roles. Previous relevant internship experience may be substituted for professional experience.
• Demonstrated success in managing client relationships with measurable impact on retention and growth.
• Proficiency in CRM tools (e.g., Salesforce.com) and productivity software (e.g., PowerPoint, Excel).
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Ability to work well under pressure shows creativity and welcomes complex challenges.
• Strong communication (written and verbal), presentation and organizational skills.
• Strong professional etiquette and relationship building.

The expected base pay range for this role based in Boston, MA is $55,000- $70,000 per year. Exact compensation may vary based on skills, experience, and level of education. The role is bonus or incentive eligible.

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What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.