Role Overview
The Customer Success Manager (CSM) for Financial Services is responsible for driving customer value, adoption, and long-term retention across a portfolio of banking, capital markets, and asset management clients. Acting as a trusted advisor, the CSM partners with client stakeholders to ensure successful onboarding, ongoing platform adoption, and alignment between customer business objectives and the company's solutions.
This role sits at the intersection of customers, sales, product, and engineering, ensuring financial-services clients realise measurable outcomes from their software investment in a regulated, enterprise environment.
Key Responsibilities
- Own the post-sales customer relationship for financial-services clients, acting as the primary point of contact for ongoing success and account health
- Develop and execute customer success plans aligned to client business goals, regulatory needs, and usage maturity
- Drive product adoption by delivering onboarding, enablement sessions, training, and best-practice guidance
- Monitor account health metrics, usage data, and KPIs to proactively identify risks and opportunities
- Lead regular customer touchpoints including operational reviews, success check-ins, and executive-level QBRs
- Partner closely with Sales to support renewals, expansions, and upsell opportunities
- Collaborate with Product and Engineering teams to relay customer feedback and influence roadmap priorities
- Coordinate issue resolution and escalations, ensuring clear communication and timely outcomes
- Support customers operating in regulated environments, ensuring alignment with security, compliance, and audit expectations
Required Experience & Skills
- 5–10+ years of experience in Customer Success, Account Management, or Client Services within financial services, fintech, or enterprise software
- Strong understanding of financial-services clients (banks, capital markets, asset managers) and their operational or technology environments
- Proven ability to manage senior stakeholders and build trusted, long-term client relationships
- Experience driving adoption, renewals, and customer retention in a B2B SaaS or enterprise software context
- Strong cross-functional collaboration skills across Sales, Product, Engineering, and Support
- Excellent communication and presentation skills
- Business-level Japanese and fluent English required (for Japan-based roles)
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