Senior Customer Success Manager (London)
London, UK
Posted On
October 22, 2021
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  • Develop a Trusted Advisor relationship with our customer’s users, champions and exec sponsors.
  • Close collaboration with VP of Product, a key international leader in RMS and Data Products.
  • Coordinate with the Solution Engineering team to ensure successful implementations. This includes setting success metrics with our economic buyers and project managing the implementation of MackeyRMS.
  • Increase customer retention and adoption rates by conducting on-site / Virtual visits, regular check-in calls, monitoring and completing CTAs, developing success plans and conducting scheduled EBRs with senior executives.
  • Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.
  • Responsible for customer references, case studies and testimonials for the CSM’s portfolio of customers.
  • Serve as the Voice of the Customer, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.
  • Maintain a deep understanding of each client’s workflow and act as a consulting partner.
  • Act as a client advocate internally, and a product evangelist externally
  • You have a minimum of 3-5 years customer success management and/or account management experience from a SaaS company
  • Experience managing and owning renewals, upsells & cross-sells
  • Background in finance (buy-side) and/or background in financial services preferred
  • Ability to map business requirements to technical solutions
  • Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption.
  • Strong interpersonal skills and experience initiating and building positive relationships
  • Excellent individual and group presentation, written and oral communication skills.
  • Demonstrated ability to grow relationships and expand platform footprint within your book of business
  • Bachelor’s Degree or equivalent degree or related work experience
  • Tech savvy and inquisitive
  • Willingness to travel up to 15% (when deemed appropriate and as restrictions allow).
Compensation and benefits
  • Competitive base salary with bonus opportunity
  • 401(k)
  • Health and dental
  • Generous vacation policy
  • Position is currently WFH
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About Us

MackeyRMS is a SaaS-based research management platform engineered to optimize the way analysts and portfolio managers generate, share, debate and act on investment research conducted for actively managed portfolios. Relied upon as a single system of record for research supporting the investment process, MackeyRMSis used by many of the world’s leading investment managers to organize key investment workflows, engender trust from investors, and streamline regulatory and compliance oversight. MackeyRMS is used by institutional asset managers and asset owners across the Americas,EMEA and APAC regions.

MackeyRMS/InsiderScore is a software and data analytics platform providing best-in-class workflow, portfolio monitoring, and idea generation solutions to over 350 global institutional investors. The platform is the result of a strategic merger between MackeyRMS and InsiderScore, sponsored by Resurgens Technology Partner. Between Mackey’s cloud-based research platform and InsiderScore’s data and analytics, the merged company delivers a powerful suite of data, analytics, and software solutions for investment teams conducting fundamental research for actively managed client portfolios. The company is headquartered in Boston, with offices in New York, Princeton, NJ, Seattle, London, and Sydney. For more information, visit and