Jobs and Careers

Customer Success Manager

United Statesfull_timeVerifiedPosted 21 May 2025

💰 $150,000/yr($120,000/yr – $150,000/yr)

About the role

Customer Success Manager Reports to: Head of Client Engagement BAI and RMA have come together as ProSight Financial Association, a leading industry organization whose purpose is to empower financial services leaders to strengthen and advance our industry. The strategic combination brings together RMA’s expertise in serving the commercial banking and risk management functions and BAI’s knowledge in serving the retail banking and regulatory compliance functions. It’s a complementary union of two non-profit organizations that have always had their members’ and customers’ best interests in mind. Our industry-leading offerings include: peer sharing events, thought leadership, learning and development, and decision support solutions. Our work creates positive ripple effects throughout financial services organizations and ultimately helps consumers, businesses and communities thrive.The Research business within ProSight, is a benchmarking, data analytics, and insights line of business serving the financial services industry including the largest banks in the U.S. We are seeking a highly motivated and client service-oriented Customer Success Manager to join our growing team. The Customer Success Manager (CSM) is responsible for all aspects of relationship management and development with a portfolio of 10-15 existing Research customers. The CSM will oversee all phases of the customer lifecycle to ensure 1) successful delivery of Research programs, 2) effective adoption and usage of analysis insights across the customer organization, 3) build strong, trust-based relationship with key client leaders at multiple levels of the customer, 4) identify customer needs and propose new program solutions, and 5) act as the primary point of contact for all Research programs.

Responsibilities:

Engagement Management

Inspire customer confidence through timely and reliable execution of services
Ensure customers track to most effective use of Research programs and solutions
Create internal account plans for customers to identify areas of needs
Establish a cadence of communicating with customers about adoption of trends, sentiment, and mining opportunities for engagement
Conduct customer training and onboarding activities

Program Management

Lead and deliver initiatives and customer engagements and programs
Manage all phases of customer program lifecycle to ensure successful delivery

Problem Solving

Identify the most critical aspects of a problem and guide business focused solutions and recommendations that drive customer value
Initiate changes to program direction where required, and able to decide and act without the total picture
Able to successfully navigate internally to solve customer problems

Commercial Orientation

Help protect the core value of the relationship and identify strong opportunities for growth (Retain, Recognize and Recommend)
Understand and uncover client needs, initiatives, and deployment opportunities to develop and align prioritized programs for customers with identified milestones and goals

Advocacy

Identify opportunities for clients to act as advocates (e.g. testimonials, case studies, etc.)
Analyze customer utilization patterns to identify areas of opportunity, risk, and need
Share best practices with customers and encourage their adoption and usage of program deliverables and insights

Operational Support

Provide operational support for the customers under your management to give customers a primary point of contact for all issues related to Research programs and solutions
Collaborate with Research Intelligence Experts and Data Management and Analytics team to resolve inbound customer issues/questions, data submissions and QA and scheduling needs
Partner internally on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns

Requirements

Bachelor’s degree required
5+ years of customer service, training, or sales experience
A deep customer service focus with strong attention to detail
Proactive, strategic, and creative thinker with a collaborative approach to problem solving and project management
Previous experience with large (top 100) financial services clients