Customer Success Manager

About 9fin

The world's largest asset class, debt, operates with the worst data. Technology has revolutionised equity markets with electronic trading, quantitative algorithms and instantaneous news. However, in debt capital markets the picture is still very old school – trillions of dollars of trades are placed over the phone, news is slow, and corporate credit information is imperfect and scattered. Our mission is to change this. 9fin’s proprietary technology delivers fast and comprehensive financial, credit, legal and ESG analysis, enabling our clients to make faster, better‑informed decisions, win more business and, most importantly, save time. Our fast‑growing client list includes nine of the top ten investment banks, leading asset managers, hedge funds and law firms.

The opportunity

The Account Management Team is at the forefront of building client relationships and driving revenue through enhancing clients’ workflows. Customer Success is a newly created function and an extension of our AM team. They will collaborate closely with the account managers and innovate on new ways to partner with the 9fin client base. The role focuses on ensuring that our clients fully understand our product offering and seek to improve usage of our platform, using data to drive innovative communication. There is also a high degree of collaboration between other teams to execute the usage‑growth strategy; enhance our high‑quality, high‑functioning, easy‑to‑use products; and to produce a top‑tier customer experience. In this unique customer‑success position, the strategy will be to deliver on specific projects over the course of a customer lifecycle, meaning we are looking for a commercially minded individual who can build a high‑performing strategy from zero. This is an opportunity to join a highly motivated and driven team within an exponentially growing business, servicing the largest financial market in the world and accelerating your sales career.

What you’ll work on

• Become a 9fin expert with a strong understanding of our products and services
• Partner with the account managers on specific client projects to drive and ensure growth within the accounts
• Act as the voice of the client in internal projects by ensuring our clients’ needs are consistently met
• Develop bespoke KPIs and strategies for accounts and introduce performance‑data‑driven insights to our clients
• Leverage existing customer relationships and expand the network of relevant contacts within each account to ensure 9fin continues to be the partner of choice for their needs
• Attend relevant industry conferences and events
• Maintain up‑to‑date records of client interactions via our CRM

Requirements

• Minimum 2 years of relevant account management or customer success experience (capital markets, B2B sales or business development)
• Strong knowledge of financial markets and a demonstrated ability to build strong relationships within the buy‑side, sell‑side and advisory community
• Track record of managing and growing an enterprise client book (minimum $1m+ book of business)
• Ability to plan and prioritise important tasks, working with accuracy and attention to detail
• Effective written and verbal communication skills, conveying messages accurately and concisely
• Team player who can also work effectively alone; help is always available if you need it
• Existing relationships/network within the leveraged finance community would be beneficial

Our benefits

• Competitive salary benchmarked at the 75‑90th percentile of the market
• Pension (your minimum contributions are 4 % with 9fin matching up to 7 %)
• Private medical insurance
• Paid sick leave with income protection for long periods of illness
• Group life assurance
• Season ticket loan and cycle‑to‑work schemes

Time off

• 25 holiday days per year
• Local public holidays (with the ability to exchange them for alternative days)
• Hybrid working model, to allow you the flexibility to decide how, where and when you do your best work
• Work abroad for up to 3 months a year
• 1 month paid sabbatical after 5 years of service
• Enhanced parental leave & flexible working arrangements available

Training & Culture

• Professional learning and development budget
• Quarterly team socials
• Summer and winter company social events

A note from the hiring manager

Now is an exciting time to join 9fin. In 2020 we had a handful of clients and an untested product, but thanks to the efforts of the incredible engineering and content teams, we’ve made huge strides in the last four years. We now find ourselves with a game‑changing tech platform and huge opportunities across the world's biggest financial institutions. We need driven and ambitious sales and account management professionals to help us break into new markets, launch brand new product lines and unlock 9fin's massive potential. It’s a great opportunity to become part of a fast‑paced and high‑achieving team, with plenty of room for growth as 9fin pushes from start‑up to scale‑up and beyond!

9fin is an equal opportunities employer. At 9fin we are dedicated to building and promoting a fair and inclusive workplace where everyone can reach their full potential and truly belong. We recognize that building diverse teams enables a more creative and productive environment. If you’re excited about this role but your experience doesn’t perfectly align with the job description, we encourage you to apply anyway. You might just be who we’re looking for – either for this role, or perhaps another.