Computershare U.S. · 3 days ago
Customer Success Manager
New York, NY
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $135K/yr
6+ years expComputershare is a global leader in financial administration, and they are seeking a Customer Success Manager for their Investor Engagement Group. This role is responsible for leading the post-sales journey for their Investor Relations software platform, ensuring a seamless client experience, and driving renewals and expansions by building trusted relationships with senior issuer stakeholders.
Responsibilities
Lead Implementation: Orchestrate the issuer onboarding process for our IR platform, managing timelines, data migration, and stakeholder training to ensure a rapid "time-to-value."
Drive Adoption: Move beyond basic training to drive deep platform usage, aligning our software’s capabilities directly with the issuer’s specific workflow and governance goals
Change Management: Act as a consultant to client teams, helping them transition from legacy processes to our modern digital solutions
Trusted Advisor: Build and maintain high-touch relationships with C-suite executives (CEO, CFO, GC) and Heads of Investor Relations. Understand their strategic pressures and map our value proposition to their success
Investor Relations Expertise: Leverage your understanding of capital markets to provide meaningful insights - not just software support – as a trusted advisor to clients and their investor engagement objectives
Commercial Ownership: Own the renewal lifecycle, proactively identifying risk factors and securing on-time renewals
Account Expansion: Identify upselling and cross-sell opportunities within existing accounts (e.g., adding new modules, seats, or advisory services) to drive account growth
Churn Prevention: Monitor customer health metrics and intervene proactively to prevent churn
Playbook Creation: Develop and refine repeatable customer success playbooks (e.g., Onboarding, QBRs, Renewal Risk) to support consistent outcomes as we scale
Voice of the Customer: Serve as a primary conduit between the market and our Product team, aggregating user feedback and insights to influence the roadmap
Cross-Functional Collaboration: Work with the Revenue Enablement Director to operationalize customer health scoring and automate touchpoints within RevOps tools
Qualification
Required
6–8 years of experience in customer success, account management, or client sales within a B2B SaaS, fintech or technology environment
Proven ability to manage complex onboarding processes, drive product adoption, solve problems independently, and build processes and playbooks
Experience with commercial negotiations, including managing renewals, pricing discussions, and identifying expansion opportunities and reducing churn
Proven ability to build credibility and relationships with C-level executives and Board-facing professionals. Excellent communication skills and responsiveness
Preferred
Familiarity with Investor Relations (IR), Capital Markets, Corporate Governance, or Fintech. Understanding the workflow of a public company, CFO or IRO is a differentiator
Experience building customer success frameworks and playbooks and familiarity with our sales stack to align with our internal revenue operations
Experience that blends both 'high-touch' relationship management with customer success and 'tech-touch' scale
Benefits
Paid parental leave
Flexible working
Health and well-being rewards that can be tailored to support you and your family, including paid time off, observed holidays, medical, dental and vision plans
401k matching
Tax-advantaged flexible spending plans, including healthcare, dependent care and commuter
Short and long-term disability benefits
Life insurance
Supplemental life insurance
Company
Computershare U.S.
Computershare is the world’s largest stock transfer agent that has pioneered many of the securities industry’s innovations to help companies build and maintain strong relationships with their investors, employees and customers.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Rupinder Suri
Vice President, CLO and Leveraged Loan Services
Stephanie Barton
Talent Acquisition Partner
Company data provided by crunchbase