About the Role:

Grade Level (for internal use):

The Team:

The Customer Success team is a dynamic global organization where the work evolves daily. The team develops and executes data-driven processes to deliver a world-class customer experience. Your focus may include client migrations, onboarding new users, or supporting global strategic accounts across the corporate segment.

Responsibilities and Impact:

As a Customer Success Manager focused on Visible Alpha (VA), you will be responsible for driving user engagement, product adoption, and satisfaction across VA Insights and VA on Pro. You will partner closely with Marketing, Product, Account Management, and Sales teams to deliver proactive initiatives that maximize the value VA brings to our clients.

Responsibilities Include:

• Lead targeted engagement campaigns for VA to increase product usage and deepen adoption.

• Develop expertise in the VA platform, staying current on new features, workflows, and best practices to deliver tailored training (virtual/in-person) aligned to client needs.

• Effectively position and pitch VA alongside Capital IQ Pro, articulating the integrated value proposition and demonstrating how the combined platforms address client needs and drive workflow efficiency.

• Cultivate strong relationships with VA power users and key stakeholders, understanding their business objectives and workflows to identify opportunities for greater platform utilization and expansion across departments.

• Partner with fellow CSMs to coordinate outreach and share insights on VA engagement across accounts.

• Monitor VA product usage, develop account profiles, and collaborate on renewal proposals and upsell opportunities.

• Capture and synthesize client feedback specific to VA/Estimates, ensuring enhancement requests are routed to the appropriate product teams.

• Use CRM and engagement platforms (Salesforce, ChurnZero) to plan, track, and optimize VA user interactions and campaigns.

What We’re Looking For: 

• Positive, proactive attitude and ability to work well in teams

• Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner

• Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction

• Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment

• Experience in a consultative sales or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations

• Familiarity with Visible Alpha, Capital IQ, or similar research/analytics platforms is highly desirable

Basic Qualifications:

• Bachelor's degree required (Finance, Economics or related field preferred)

• 3-7 years work experience (experience in financial services industry and/or in a sales/account management role preferred)

• Exceptional communication skills with ability to listening to clients, articulating ideas and complex information in a clear and concise manner 

• Strong MS office (Word, Excel, PowerPoint) skills are required

• Any knowledge of CRM systems (such as Salesforce, ChurnZero, SalesLoft), data analytics (Power BI), or research platforms would be advantageous

• Experience leveraging AI tools/platforms to analyze customer data, identify insights, and proactively address client needs, enhancing overall success and retention