Customer Success Manager - Product Specialist

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets.

Role: Product Specialist (Customer Success Manager) in a hybrid role based in London.

Responsibilities

• Become an Octus data product and expansion subject matter expert (SME).
• Collaborate with various customer teams, including security, technology, data, compliance, investment, and operations, to address complex client needs.
• Manage the entire customer post-sale, from project planning through expansion onboarding, training, progress monitoring, reporting, and proof of concepts.
• Coordinate technical aspects, develop training programs, communicate with stakeholders at all levels (including C-suite executives), provide strategic advice, and ensure a seamless handover to the ongoing support team.
• Analyze and channel customer business objectives and feedback with business owners, Product, Commercial, and other senior stakeholders to influence product roadmap.
• Support the management of global book of accounts to understand their business drivers and goals and ensure they are sticky with the Octus product suite.
• Develop key relationships and drive usage for your book of business, educating them on best practices for using their subscription, gathering feedback and providing updates on new functionalities/databases. Re-engage customers when feature gaps are closed.
• Work closely with the sales team to monitor the client’s platform usage and share findings from client interactions, including potential expansion opportunities to ensure customer growth.
• Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls and in-person meetings to maximize usage and adoption.
• Collaborate with other members of the Product Specialist team and cross-functional groups to drive commercial growth and innovation.

Requirements

• 3+ years of working experience in a customer facing role, ideally in tech or financial services.
• A self-starter who is diligent and organized but adaptable.
• Curiosity and a passion for learning.

What we offer

• Develop your career at a fast growing technology company where your voice is heard and culture matters.
• Join a group of effective and passionate customer success managers and product specialists that fosters teamwork, open communication and innovation.
• Collaborate with wider commercial team along with other departments including tech, product and editorial.

Octus provides equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate.