Senior Customer Success Manager, Investment Banking

Role overview A remote-first opportunity to serve as a senior customer success leader focused on an investment banking client portfolio. The role partners deeply with sophisticated financial services customers, acting as a trusted advisor across onboarding, retention, and expansion, while collaborating cross-functionally with sales, operations, and product teams. It's a senior, client-facing position suited for someone energized by complex enterprise relationships and high-stakes deal work.

Responsibilities - Partner with peer customer success managers and cross-functional stakeholders to strengthen enterprise relationships, resolve account challenges, and support day-to-day team operations. - Drive the full customer journey, including facilitating onboarding for new clients and proactively executing engagement initiatives that lift satisfaction and retention. - Manage multiple senior client stakeholders, building trust-based partnerships through a mix of remote and in-person communication. - Maintain customer success tooling (such as CRM/health platforms and call review systems), conduct call reviews, and lead continuous-improvement training conversations. - Translate complex legal-technology capabilities into clear, value-focused language for customers across deal documentation and broader workflows. - Travel up to roughly twice per quarter to major U.S. cities for in-person client and stakeholder meetings.

Requirements - Three or more years of experience in an investment banking environment, or four or more years of customer-facing experience in financial services; familiarity with non-disclosure agreements and routine deal documentation is strongly preferred. - Excellent written and verbal communication skills across in-person, video, phone, and email channels with diverse stakeholders. - Self-starter mindset with strong initiative, adaptability, and curiosity about how customer success contributes to broader company outcomes. - Ability to distill complex technical concepts into digestible language for customer training and enablement. - Sharp attention to detail and a commitment to precision in every deliverable. - Willingness and ability to travel up to twice per quarter domestically for in-person engagement.

Benefits and work setup - Remote-first working policy, with office hubs available in select major cities. - Twice-yearly team offsites for in-person collaboration. - Paid flexible time off and paid parental leave. - Employer-supported retirement contributions (varies by country). - Monthly phone and internet reimbursement. - Company-sponsored learning and development resources, including department professional-development budgets and a structured onboarding program. - Medical, dental, and vision insurance options. - U.S.-based hiring with a stated preference for candidates in the New York City area.