Customer Success Manager

FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access

to financial data and analytics that investors use to make crucial decisions.  

At FactSet, our values are the foundation of everything we do. They express how we act and operate, serve as a compass in our decision-making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients’ needs and exceeding their expectations.  

Location: New York City

Working Environment: Hybrid

Your Team's Impact:

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. 

Being a FactSetter means: 

• The opportunity to join an S&P 500 company with over 45 years of sustainable growth powered by the entrepreneurial spirit of a start-up.

• Support for your total well-being. This includes health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and company-wide wellness days.  

• Flexible work accommodations. We value work/life harmony and offer our