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Customer Success Manager
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CUSTOMER SUCCESS MANAGER - PRIVATE MARKETS TECHNOLOGY
London | £90,000–£110,000 base + up to 25% bonus | Hybrid working
An opportunity to become the first dedicated Customer Success Manager at a fast-growing, established Private Markets technology company, taking ownership of strategic client relationships and helping shape how the business manages and grows its client accounts.
We are partnering with a specialist investment management technology provider whose platform is used by leading Private Markets fund managers globally, supporting over $100 billion in client assets.
The company's technology supports investment administration, portfolio performance analytics, data aggregation and investor reporting, helping investment managers streamline operations and make better use of their data.
As the business continues its international expansion, it is investing in its Customer Success capabilities and looking to appoint an experienced Customer Success Manager.
The Opportunity
This is a senior, commercially focused, client-facing position with considerable autonomy and ownership.
You will take responsibility for a portfolio of institutional clients, acting as their primary relationship owner and trusted partner. Your focus will be on understanding their businesses, maximising the value they receive from the technology, strengthening relationships and identifying opportunities for account growth.
As the company's first dedicated Customer Success Manager, you will also have the opportunity to help establish and shape its approach to strategic account management, client engagement and customer success.
Key Responsibilities
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- Strategic Account Ownership: Manage relationships with a portfolio of institutional clients, building trusted partnerships with senior stakeholders and developing a deep understanding of their business objectives and operational requirements.
- Account Planning & Relationship Development: Develop structured account plans, conduct regular business reviews and proactively manage client engagement, satisfaction and retention.
- Platform Adoption & Value Realisation: Work with clients to maximise their use of the platform, identifying opportunities to improve workflows, processes and business outcomes.
- Commercial Growth: Identify opportunities for account expansion, cross-selling and upselling, working collaboratively with Sales to develop these opportunities.
- Client Advocacy & Issue Resolution: Act as the primary escalation point for strategic clients, coordinating with Product, Engineering and Client Support to resolve issues and deliver successful outcomes.
- Customer Success Development: Help shape the processes, frameworks and best practices underpinning a proactive, commercially focused Customer Success function.
What We're Looking For
We are particularly interested in candidates who combine strong enterprise client relationship management experience with commercial awareness and an understanding of complex technology-led solutions.
You should bring:
- At least 5 years' experience in Customer Success, Account Management, Client Relationship Management or a related client-facing role.
- A proven track record of owning and developing relationships with enterprise or institutional clients, including senior decision-makers.
- Experience of strategic account planning, client retention, solution adoption and identifying commercial growth opportunities.
- Experience working with enterprise SaaS, financial technology or other complex B2B technology solutions.
- Strong communication, stakeholder management and problem-solving capabilities, with the confidence to operate independently and take ownership of client outcomes.
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Particularly relevant experience would include:
- Working with Private Equity, Private Credit, Asset Management, Fund Administration or the broader Private Markets ecosystem.
- Knowledge of investment operations, portfolio management, fund accounting, investor reporting or investment data.
- Experience managing clients using specialist investment management software or data platforms.
Why Consider This Opportunity?
- £90,000–£110,000 basic salary, plus a generous bonus (up to 25%).
- First dedicated Customer Success Manager hire, providing the opportunity to influence how the function develops.
- Established international client base, including prominent Private Markets investment managers.
- Strategic rather than purely reactive role, with genuine responsibility for senior relationships, account development and commercial outcomes.
- Growing specialist technology business, operating in the Private Markets sector.
- Hybrid working in London.
If you are an experienced Customer Success or Account Management professional looking for greater ownership, strategic client engagement and the opportunity to shape a developing function, we would welcome a conversation.
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