Client Success Manager (Fintech/SaaS)

Company Overview

Dasseti is an expanding global fintech company dedicated to assisting institutional investors and investment managers navigate complex data exchange, monitoring, risk control, and compliance challenges throughout the investment lifecycle.

Role Summary

We are looking for a motivated Client Success Manager to join our team. This pivotal role supports clients in fully utilizing our SaaS platform, fosters strong partnerships, and helps drive client retention and expansion. The ideal candidate should have fundamental experience in client success within SaaS, demonstrating strong communication, organizational, and problem-solving abilities.

Key Responsibilities

• Facilitate smooth onboarding processes for new clients by tailoring and implementing onboarding plans to meet diverse client needs.
• Guide clients through training sessions to maximize their use of our platform's features.
• Track client adoption progress, escalating issues promptly to senior staff.
• Apply best practices to help clients digitize workflows, enhancing insights and operational efficiency.
• Assist in managing client projects alongside senior members, including planning, timeline development, and problem resolution.
• Coordinate cross-functional teams (Product, Sales, Support, Engineering) to promptly address and resolve client concerns.
• Contribute to designing and delivering educational programs such as webinars and tailored sessions, updating resources like guides and FAQs.
• Maintain positive relationships and serve as a reliable point of contact for a client portfolio, including involvement in business reviews and satisfaction assessments.
• Proactively manage client feedback, escalating complex matters appropriately, and support retention and sales growth initiatives under guidance.

Required Soft Skills

• Exceptional verbal and written communication skills, coupled with active listening capabilities.
• Strong interpersonal skills for building and sustaining client rapport.
• Analytical mindset and problem-solving proficiency to address client challenges effectively.
• Adaptability in fast-changing environments with a willingness to learn and adjust.
• Empathy and patience to support clients through difficulties.
• Initiative and eagerness to learn and enhance client success activities.
• Excellent organizational and time management capabilities to juggle multiple tasks.
• Effective collaboration skills for teamwork across departments.
• Basic conflict resolution aptitude to de-escalate issues constructively.
• Interest in process improvement, AI technologies, and ESG (Environmental, Social, Governance) principles.

Qualifications

• Bachelor’s degree in Business, Marketing, or related disciplines.
• Up to five years' experience in Client Success, Account Management, or similar roles within the SaaS industry.
• Solid foundation in client onboarding, project management, and training development.
• Understanding of SaaS models and customer journey lifecycle.
• Proficient presentation skills and advanced use of Microsoft Excel and Word.

Compensation and Benefits

• Annual salary ranging from USD 70000 to USD 90000.
• Comprehensive healthcare coverage.
• 401(k) matching plan.
• Opportunity to work with innovative SaaS products.
• Collaborative and supportive workplace culture.
• Professional growth and development prospects.