Customer Success Manager

Location: New York City

Working Environment: Hybrid

Irwin is one of the fastest-growing FinTech companies in Canada. We are based in Toronto and are a leading provider of capital markets-focused financial technology with a mission to seamlessly connect the world's capital seekers and allocators to make them more productive, innovative, and successful. Our flagship product, Irwin, is a software platform used by investor relations and investment banking professionals all over the world. In October 2024, Irwin joined FactSet and added its investor relations solution to its existing offering.

Key Responsibilities 

• Build relationships with current clients and help them maximize their use of Irwin. 

• Growing and retaining our customer base through value-adds and trusted advisorship. 

• Onboard our customers successfully, making them masters of the Irwin platform. 

• Constantly communicating with customers to deliver value and inform them on new product releases. 

• Work cross functionally within the company to communicate with all stakeholders in customers' success. 

• Manage all reporting about the health of customers' accounts. 

• Identifying opportunities or issues within the product based on customer feedback and empowering the product team with this information. 

Who You Are 

• Bachelors Degree required.

• 3-5+ years of experience in customer success as a quota-carrying independent contributor role. 

• A passion to drive the business forward via expansion and retention revenue (NRR).  

• The ability to build strong relationships with customers, understanding & anticipating their needs while understanding their pains. 

• High energy with a hands-on approach combined with the capacity to think strategically in a fast-paced, dynamic environment is required. 

• Outstanding persuasive verbal and written communication skills are required. 

Nice to haves 

• Experience in either an investor relations role at a public company, investor relations consulting role developing and executing an IR strategy, corporate access, sales & trading or CS/Sales of a capital markets-related technology products. 

• Experience using investor relations and financial data platforms for investor targeting, shareholder monitoring, activity tracking, and financial reporting/modeling. 

The budgeted base salary for this position in New York City is $95,000-110,000. Applicants must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

What’s In It For You:

• The opportunity to join a growing firm with a proven track record of success for over 40 years, made up of thoughtful, innovative minds that value collaboration and welcome your new ideas to the table.
• Mentorship and growth opportunities from senior employees.
• Career progression planning and a focus on career development, complete with dedicated time each month for conference attendance, online learning seminars, and networking.
• A robust social community dedicated to volunteerism, intramural sports, and team-building events.
• Business resource groups that align with our company value of "Always Inclusive" , designed to foster a welcoming and supportive environment for all.

Learn more about our benefits here.