Customer Success Manager

We are looking for the first Customer Success Manager to join our team. You serve as a trusted advisor throughout the customer lifecycle. You work closely with our CEO. You deliver index solutions using cloud-based technology while being responsible for building strong customer relationships with the world’s largest crypto asset managers.

After customer onboarding and index implementation, you will develop a deep customer understanding of use cases, goals, workflows, challenges, and opportunities. You are the first point of contact to clients, responding swiftly to incoming communications. In collaboration with sales, product, and dev teams you will increase the value for our customers. Your work is critical to maximizing contract renewals. Since you will be the first Customer Success Manager, you will build processes and best practices. You will create playbooks and form structures. In addition, you will:

- Join monthly client meetings together with a Vinter analyst. In these meetings, we co-create strategic product roadmaps with our clients. You send email summaries, ensure agreed actions are delegated to the dev/analytics/sales team, and to follow-up tasks are completed.
- Read index methodologies and backtesting reports, and effectively communicate both business and quantitative concepts across audiences of varying skill levels where you demonstrate the value of Vinter’s product.
- Educate customers.
- Anticipate future customer needs. Gather customer feedback. Summarize findings and discuss them with our CTO which will guide future product decisions.
- Prioritize among customers.
- Monitor customer health through metrics you have determined. Proactively identify customers at risk of churn and act accordingly. Escalate the most pressing issues to the founding team.




During the customer onboarding, you are the customer’s main contact. You host video meetings to ensure that customers understand how to use the product and make sure they feel supported during the onboarding process. Your job starts when our Account Executive signs a new client, by transferring knowledge from the Account Executive to yourself and our CRM system Hubspot. You manage the customer onboarding from the point of sale to successful index implementation.

During an index implementation project, you will be the bridge between our client and the dev/tech/product team. You communicate frequently with our clients using email and video meetings, and even more frequently with our internal team in Asana, Hubspot, and Slack. You are the spider in the web of communications. You own this project. Structuring and staying on top of these communication flows is paramount to make sure no ball is dropped and that our product is delivered on time. Once a client orders another index, you start a new index implementation project and manage that to completion.

Requirements
To apply for this role, you must have:

- 5-10 years or more of relevant work experience in banking, consulting, sales, customer success, or client-facing roles.
- Experience in implementing and supporting data solutions.
- Knowledge of financial markets and technology platforms.




It is meriting if you:

- Have worked at an index provider.
- Can visit Switzerland or the US at least quarterly.
- Speak German or French.
- Have worked in a CRM system e.g. HubSpot Service Hub.
- Possess an excellent command of spoken and written English.




Personal traits
To succeed in this role, you need:

- An institutional presence and ability to build trust and create results for a broad range of stakeholders including C-Suite, analysts, and programmers.
- Attention to detail.
- The ability to take full ownership over the customer relationship with a high level of service, responsiveness, and follow-through.
- An aptitude for digesting and effectively communicating both business and quantitative concepts across audiences of varying skill levels.
- Curiosity.
- An understanding of when and how to ask for help from your colleagues.
- An obsession with customer satisfaction and quality.




What do we offer?

- Work alongside a team of top performers.
- Competitive compensation including stock options.
- 30 days of paid vacation - regardless of where in the world you are.
- Company off-sites and team activities.
- Flexible working hours.
- Fully remote (with offices in Stockholm and London).


N.B. You will be hired through our own entity in the UK and Sweden. In other countries, we hire using a global payroll provider.

Vinter is an equal opportunity employer committed to diversifying its workforce. It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy or any other characteristic protected by law.