Customer Success Manager

About the Company

• The private capital market holds $14 trillion of investment that funds massive innovation globally, but much of it still runs on manual processes and separate legacy systems.
• Anduin’s mission is to change investing in alternatives and support LP-GP relationships by building better workflows, data processes, and technology connections.
• Our award-winning products, Fund Subscription, Data Room, and Investor Access, have raised $200 billion in capital for venture capital, private equity, and hedge funds across over 60,000 investors.
• In 2023, nearly 5% of all global capital raised was through Anduin, and we are just starting.
• Since we started in 2014, we have brought together deep private market knowledge with top technologists.
• Our world-class team has grown to over 140 talented people across Asia, Canada, Europe, and the US, all focused on changing private market transactions.

About the Role

• As a Customer Success Manager (CSM) at Anduin, you will own the entire post-sale customer experience from implementation start through renewal and expansion.
• You will be the main partner and trusted advisor to our GP clients, making sure each customer gets real value from Anduin’s platform while increasing their use of our product suite.
• You will drive adoption, retention, and growth across a group of clients by combining strong relationship management, technical understanding, and strategic account planning.

Key Responsibilities

• Serve as the main point of contact from onboarding through renewal, making sure the customer experience is smooth and high-value.
• Lead business reviews and strategic check-ins with senior leaders to agree on goals, share product knowledge, and show Return on Investment (ROI).
• Actively check account health using adoption and usage numbers. Develop plans to reduce risk for accounts that are in danger.
• Partner with Implementation Managers and Digitization Consultants to make sure clients quickly achieve time-to-value and adopt recommended approaches.

Growth & Relationship Management

• Make Anduin’s presence stronger within each account by finding chances for renewal, upsell, and cross-sell across product lines.
• Build strong relationships across multiple teams within the customer organization to increase the value Anduin delivers.
• Work with Sales and Product to find reference accounts, case studies, and product champions.
• Use client feedback to influence the product plan and decide which key improvements get priority.

Strategic & Cross-Functional Collaboration

• Work closely with Product, Engineering, and Digitization teams to turn client needs into solutions.
• Document what you learn and process improvements to support growth and operational excellence across the CS organization.
• Represent the customer’s voice internally, driving agreement on priorities and sharing common themes to guide the product plan.
• Partner with Marketing and Sales to find expansion chances and promote client success stories.

Success in This Role Looks Like

• High Adoption & Utilization: Customers actively use Anduin’s products across core workflows, achieving real value and operational efficiency.
• Strong Retention & Renewals: Consistently meet renewal targets and keep churn low within your group of accounts.
• Expansion Opportunities Identified: Find and close chances for cross-sell and upsell, working with Sales to drive more revenue growth.
• Customer Health & Satisfaction: Keep healthy customer health scores and deliver excellent client satisfaction (CSAT/NPS).
• Proactive Issue Resolution: Expect risks, communicate clearly, and bring together cross-functional resources to fix problems quickly.
• Strategic Partnership: Earn the trust of senior leaders by showing a deep understanding of their business and influencing long-term plan agreement.
• Collaboration & Process Improvement: Help with internal knowledge sharing, playbook creation, and scalable CS practices that improve the whole team.

Job Qualifications

• 2 to 5 years of experience in Customer Success, Account Management, or Implementation within a B2B SaaS company.
• Proven record of owning renewals, driving adoption, and growing revenue across a group of accounts.
• Excellent communication and relationship management skills, with the ability to influence senior leaders.
• Strong analytical, problem-solving, and organizational skills.
• Comfortable managing multiple accounts and priorities in a fast-paced, high-growth setting.
• Experience working across different teams, including Sales, Product, and Engineering.

Preferred Qualifications (Nice to Have)

• Experience in Private Markets, Financial Technology, or Legal Technology.
• Exposure to white-glove, enterprise-level client models.
• Familiarity with project management tools (Smartsheet, ClickUp) and CRM systems (Salesforce).
• Startup or high-growth SaaS experience.

Category

Customer Service