Customer Success Lead

A fast growing fintech company, Propellant.digital provides cloud based SaaS data and analytics solutions to clients active in global financial markets. Our individual backgrounds are in finance, technology, or both.Our clients include investment banks, asset managers, proprietary trading firms, financial regulators, trading venues and research companies. We already have 30 clients live, including top tier global banks.Our objective is to have 75 clients by the end of 2024. We need to ensure that we can keep offering excellent service, guidance, and advice to our customers as we grow. We are hiring a Customer Success Lead to help us achieve this.
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Description
Requirements
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Why us
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Team
Languages Be the Customer Success Lead for Propellant, owning customer satisfaction.Own the customer support framework, select third-party tooling, and apply modern customer success principles.Be the person who solves problems for customers and brings them success. Serve as the first point of contact for client inquiries, ensuring exceptional client satisfaction.Create the messaging, content, and first impression that customers will have when they evaluate the product.Work alongside Product Managers and Sales to give hands-on functional support to customers.Create and maintain comprehensive client service documentation and processes.Provide product and development teams with client feedback to enhance our offerings.Collaborate with Developers to provide guidance on how to give the most helpful technical support.Develop a metrics framework for customer success to measure what matters.Over time, recruit and train additional client services staff as the company grows.
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