Customer Success Manager

Role Overview

• Build and nurture strong, proactive relationships with assigned clients, supporting long-term adoption and satisfaction.
• Own the post-sale client relationship for a portfolio of financial sector accounts across EMEA, serving as the single point of accountability for adoption, growth and retention.
• Develop and execute tailored success plans aligned to each client's use cases, covering onboarding, training, business reviews and milestone tracking.
• Conduct regular reviews and operational check-ins with portfolio managers, quant analysts, risk teams and C-suite stakeholders to demonstrate ROI and surface new use cases.
• Monitor usage analytics and health scores to proactively identify at-risk accounts, designing and executing plans where necessary to protect annual recurring revenue.
• Identify and qualify upsell and cross-sell opportunities in partnership with the EMEA Account Management team, contributing directly to net revenue retention targets.
• Serve as a subject-matter expert on commodity flows, freight, supply chain and energy markets as they relate to financial trading strategies, delivering ad-hoc insight sessions and use-case demonstrations.
• Act as the primary conduit between financial clients and Kpler's Product, Data and Engineering teams, submitting structured feedback, advocating for client-driven enhancements and tracking resolution of platform issues.
• Support the Sales team during late-stage deal cycles by presenting to prospective financial clients and articulating Kpler's value proposition in the context of institutional investment workflows.
• Contribute to the development of financial-sector playbooks, onboarding materials, case studies and best-practice documentation for the broader CS organisation.

Requirements

• 3–6 years of experience in Customer Success, Account Management, or Client Services within B2B SaaS, financial data, or market intelligence environments.
• Proven experience managing relationships with institutional financial services clients (e.g., hedge funds, asset managers, investment banks, commodity trading firms) across the EMEA region.
• Strong understanding of commodity markets, including oil, natural gas, LNG, power, and freight, and their application in trading, risk management, and investment workflows.
• Consistent track record of achieving or exceeding NRR, retention, and expansion targets in quota-bearing customer success roles.
• Experience engaging C-suite and senior stakeholders, including delivering executive business reviews and strategic presentations.
• Excellent written and verbal communication skills in English, with the ability to tailor messaging to sophisticated financial audiences.
• Proficiency in client success and CRM platforms (e.g., Looker, Salesforce) for health scoring, pipeline management, and engagement tracking.
• Strong ability to analyse usage data and translate insights into actionable engagement and retention strategies.
• Solid understanding of SaaS commercial models, including ARR, NRR, churn, expansion, multi-year contracts, and usage-based pricing.
• Skilled in delivering live product demonstrations and data walkthroughs aligned to financial workflows (e.g., commodity trading, macro research, risk modelling).
• Comfortable collaborating with sales leadership on renewal forecasting and navigating complex CRM pipelines.
• Analytical, commercially minded, and solution-oriented approach with strong stakeholder management and cross-functional collaboration skills.

Benefits

• We make things happen
• We build together
• We are here to help
• Our People Pledge