Customer Success Manager

You own the success and health of a portfolio of private fund managers and their backed companies. You manage the full client lifecycle, build trusted relationships, drive satisfaction and engagement, identify commercial opportunities, coordinate internal teams, improve client experiences, represent client feedback, and use customer success tools and AI to manage your portfolio.

Responsibilities

• Oversee the full client lifecycle from onboarding through established account management
• Drive client satisfaction and engagement
• Identify client risks and develop strategies to address them
• Build and maintain client relationships
• Identify and progress cross-sell and upsell opportunities
• Collaborate with legal delivery on onboarding and client handoffs
• Work with marketing and operations on client communications and process improvements
• Represent client feedback in service design and product prioritization
• Use customer success tools and AI to manage portfolios and track account health

Requirements

• 5+ years of experience in Customer Success or Account Management
• Experience in SaaS or professional or legal services
• Full lifecycle client ownership
• Cross-functional collaboration
• Commercial and cross-sell and upsell experience
• Verbal and written communication
• Emotional intelligence
• Adaptability to ambiguity
• Experience with customer success tools or AI
• Legal industry experience
• Private markets experience