Customer Success Manager

JOB DESCRIPTION

Location: New York, NY (hybrid)

In this position, you'll be based in the New York office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

We have a unique opportunity for someone to contribute their talents and strengths as a Customer Success Manager for the Investor Engagement Group.

The Investor Engagement Group is a fast-growing business within Computershare, bringing together Georgeson's market-leading corporate advisory services with strategic investor intelligence and investor relations software solutions. Together, these offerings support public companies in navigating corporate governance, activism, M&A, shareholder meetings, investor relations, and shareholder engagement. Clients served are the most senior leaders at listed companies including Board of Directors, C-Suite executives, and senior management across investor relations, legal, governance and sustainability teams.

The Investor Engagement business operates within Computershare Limited, a listed company with more than 25,000 issuer clients in 22 countries. Computershare is a global leader in transfer agency and share registration, employee equity plans, proxy solicitation, mortgage/loans services and communications, Computershare also specializes in a range of other diversified financial and governance services.

A role you will love

As the business expands its U.S. capabilities, we are seeking a strategic Customer Success Manager (CSM) to lead the post-sales journey for our Investor Relations software platform. This is not a passive support role; it is a high-impact position responsible for onboarding, adoption, and commercial growth.

Reporting to the Head of Business Development, the role is responsible for building trusted relationships with senior issuer stakeholders - including C-Suite, IROs and Corporate Secretaries - driving renewals and expansions, and acting as the voice of the customer to inform product development. The CSM will lead issuer onboarding and adoption for our Investor Relations software platform, ensuring a seamless client experience, quick time-to-value, and long-term value realization. And working within the broader revenue team, will partner with Sales, Revenue Enablement, and Product to build scalable frameworks and playbooks that drive Net Revenue Retention (NRR) and turn customers into advocates.

Some of your key responsibilities will include:

Strategic Onboarding & Platform Adoption

• Lead Implementation: Orchestrate the issuer onboarding process for our IR platform, managing timelines, data migration, and stakeholder training to ensure a rapid "time-to-value."
• Drive Adoption: Move beyond basic training to drive deep platform usage, aligning our software's capabilities directly with the issuer's specific workflow and governance goals.
• Change Management: Act as a consultant to client teams, helping them transition from legacy processes to our modern digital solutions.

• Trusted Advisor: Build and maintain high-touch relationships with C-suite executives (CEO, CFO, GC) and Heads of Investor Relations. Understand their strategic pressures and map our value proposition to their success.
• Investor Relations Expertise: Leverage your understanding of capital markets to provide meaningful insights - not just software support - as a trusted advisor to clients and their investor engagement objectives.

• Commercial Ownership: Own the renewal lifecycle, proactively identifying risk factors and securing on-time renewals.
• Account Expansion: Identify upselling and cross-sell opportunities within existing accounts (e.g., adding new modules, seats, or advisory services) to drive account growth.
• Churn Prevention: Monitor customer health metrics and intervene proactively to prevent churn.

• Playbook Creation: Develop and refine repeatable customer success playbooks (e.g., Onboarding, QBRs, Renewal Risk) to support consistent outcomes as we scale.
• Voice of the Customer: Serve as a primary conduit between the market and our Product team, aggregating user feedback and insights to influence the roadmap.
• Cross-Functional Collaboration: Work with the Revenue Enablement Director to operationalize customer health scoring and automate touchpoints within RevOps tools.

• Experience: 6-8 years of experience in customer success, account management, or client sales within a B2B SaaS, fintech or technology environment
• Operational Mindset: Proven ability to manage complex onboarding processes, drive product adoption, solve problems independently, and build processes and playbooks
• Commercial Acumen: Experience with commercial negotiations, including managing renewals, pricing discussions, and identifying expansion opportunities and reducing churn.
• Executive Presence: Proven ability to build credibility and relationships with C-level executives and Board-facing professionals. Excellent communication skills and responsiveness.

• Domain Expertise: Familiarity with Investor Relations (IR), Capital Markets, Corporate Governance, or Fintech. Understanding the workflow of a public company, CFO or IRO is a differentiator.
• Customer Success Proficiency: Experience building customer success frameworks and playbooks and familiarity with our sales stack to align with our internal revenue operations.
• Hybrid Background: Experience that blends both "high-touch" relationship management with customer success and "tech-touch" scale.