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Lead Customer Success Manager - London based
location icon Location
London, England, United Kingdom
company icon Company
Portfolio BI
date icon Date
2024-01-17

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Portfolio BI (PBI) empowers the most sophisticated buy-side firms to take control of their portfolio and operational data. Born from the merger with Hentsū, and backed by NEXT Investors, our customers benefit from our integrated platforms, local technological expertise, and seasoned financial experts. We are an asset management technologist and we provide a fully managed cloud platform for hedge funds, with on-demand trading, research and corporate technology, as well as connectivity to market data providers, brokers, and exchanges. Our vision is to drive agile transformation across financial services through public cloud technologies, SaaS and data science.

We are committed to developing our team as we grow by offering a variety of opportunities to increase knowledge, build skills, and take charge of your career.  

As the Lead Customer Success Manager, you will be a key leader responsible for driving customer success initiatives and overseeing the effective implementation and optimization of our CRM strategies. This role requires a seasoned professional with a deep understanding of customer relationship management, a strategic mindset, and a passion for ensuring the success and satisfaction of our clients. Your focus will be on fostering and optimizing client relationships, driving business growth, and ensuring an exceptional experience for our clients.

You will:

  • Develop and execute a comprehensive CRM strategy aligned with business objectives
  • Implement and manage CRM systems to optimize customer interactions and improve overall customer experience
  • Lead and mentor a team of CRM professionals, fostering a culture of collaboration, innovation, and continuous improvement
  • Oversee the accurate and compliant management of customer data within the CRM system
  • Design and optimize workflows within the CRM system to enhance efficiency in customer onboarding, communication, and reporting
  • Generate meaningful reports and analytics from CRM data to inform strategic decision-making and assess the effectiveness of customer engagement initiatives
  • Act as a point of contact for CRM-related inquiries and troubleshooting
  • Design and implement effective customer onboarding processes to ensure a seamless and positive introduction to our products and services
  • Collaborate with sales and product teams to identify upselling opportunities
  • Implement strategies to measure and improve customer satisfaction, including the use of surveys, feedback sessions, and other customer-centric initiatives
  • Develop and execute customer retention strategies to minimize churn and maximize customer lifetime value
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