Senior Customer Success Manager (Hybrid, NYC)

Role Overview:

We are seeking an experienced Senior Customer Success Manager located in NYC, focused on our buy-side customers (primarily hedge funds, mutual funds, and other asset managers). This individual will focus on driving retention, expansion, and adoption as the primary post-sales point of contact for some of our highest priority, key accounts.

You will join a team of 3 other CSMs based in LatAm, and be the first CSM based in NYC. In addition to direct client work, you will also work closely with the Manager of the team to shape and drive process improvement and other strategic initiatives.

Please note that this role will have a component of going to clients' offices onsite. However, most of our clients are based in proximity to our office, and out-of-state travel will be rarely required if at all.

Key Responsibilities :

Customer Retention: Minimize churn by analyzing customer pain points and implementing proactive retention tactics.

Customer Adoption: Establish strong relationships with buy-side professionals to drive product adoption based on their unique use cases.

Account Growth & Expansion: Work closely with Sales to identify potential leads and growth opportunities within existing accounts.

Voice of Customer: Capture and analyze client feedback to enhance Daloopa’s product offering and overall user experience, and act as a liaison with our Product team.

Product Enablement: Become an expert in the Daloopa product and keep customers abreast of relevant developments and roadmap.

Process & Strategy Development: Work with Manager to implement internal and external process improvements and create efficiencies for the CS team.

Who We Are Looking For :

Experience: 5+ years total experience, with at least 3 years in Customer Success or other client services-based role .

Industry Knowledge: Strong background in FinTech, with prior experience working with buy-side personas as a bonus.

Strategic & Operational Excellence: Proven ability to stay organized and maintain data hygiene while managing a complex book of business

Executive Presence: Strong written and verbal communication and stakeholder management skills, capable of engaging with senior decision-makers (market data/procurement professionals, portfolio managers, and analysts).

Data-Driven Mindset: Ability to assess customer churn trends, synthesize feedback, and drive product improvements.