Customer Success Associate – RSA

Role Overview

• Own a portfolio of manager relationships, from first introduction through ongoing reporting, building long-term partnerships and securing timely, complete data submissions
• Serve as the first point of contact for the hedge funds and GPs submitting data, communicating directly with them and keeping the Customer Success team informed
• Own data coverage and quality across your portfolio, measured against clear KPIs for timeliness, completeness, and accuracy, and tracked through exception reporting that you analyse and act on
• Lead end-to-end onboarding of new managers and funds, from introductory call through to the inaugural reporting cycle, working closely with internal data analysts to meet and exceed onboarding SLAs
• Manage escalations when reporting channels break down, diagnosing the root cause, leading the conversation with the manager, and driving the issue through to resolution
• Keep manager contact and fund details accurate and current in our Admin Portal, treating it as an active CRM that supports automation
• Run recurring analysis of coverage gaps and systemic issues across the fund universe, with clear written recommendations to Product on opportunities for automation and process improvement
• Partner with the wider Customer Success team, contributing onboarding statistics for client calls, running coverage checks during sales trials, and communicating client deadlines into the data team
• Use AI assistants and internal automations as core daily tools to chase data, validate submissions, draft outreach, query data, and accelerate Excel-heavy work
• Document processes, methodologies, and outreach materials so the function scales as the business grows
• As automation reduces the manual side of manager relations, take on a broader Customer Success remit, including client support, contributions to onboarding programmes, and direct client relationship management

Requirements

• Bachelor's degree required, ideally in business, economics, finance, or a related discipline
• A genuine interest in investment management and private markets, and a real curiosity about investment data; you do not need to be an expert, but you should understand the basics of how markets and funds work
• A heart for service, taking pride in being responsive, reliable, and genuinely helpful to the people you work with, internally and externally
• Proactive and resourceful, spotting problems and resolving them without being prompted, and treating repetitive manual work as an opportunity to improve a process rather than a status quo to accept
• Analytical and detail-oriented, where working out why a fund's data is late or incomplete is engaging rather than tedious
• Confident holding external counterparts, including GPs, fund managers, and operations teams, accountable to their commitments, and doing so with professionalism and credibility
• Strong organisational and time-management skills, able to juggle a high volume of relationships, calls, and deadlines without losing the detail
• A clear and concise written and verbal communicator, equally comfortable on a client call, in detailed analytical work, and in cross-functional discussions with Product and Technology
• Comfortable using AI assistants and modern data tools day to day, or genuinely excited to learn
• A builder's mindset and the resilience to work in a fast-growing business with evolving processes

Benefits

• Professional development budget (e.g. CFA, CAIA)
• Private medical cover
• Pension plan contributions
• Flexible working with regular team socials and events