Customer Success Manager

Responsibilities

• 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.

Skills & Experience

• 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.

Don't meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don't match 100% of the job requirements. Don't let the confidence gap stand in your way, we'd love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.

Kpler is committed to providing a fair, inclusive and diverse work environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.