Quantios is a leading provider of software solutions for the trust administration and corporate services industry. With over 30 years of experience, we empower our clients with innovative technology that enhances governance, operations, and investment on a global scale. At Quantios, we are committed to fostering a diverse and inclusive workplace where creativity, learning, and collaboration drive success.
As a Customer Success Manager, you will leverage your interpersonal skills along with strong industry and product knowledge to ensure our customers consistently receive high levels of service delivery, derive maximum value from our Quantios product(s), and ultimately become advocates for both our solutions and our company. You will work closely with customers to identify their business challenges and align their needs to Quantios solutions. In addition, you will be responsible for building and strengthening senior relationships within customer organizations while identifying and addressing any gaps in our customer relationship map.
Job Responsibilities:
- Manage and own customer relationships throughout their lifecycle.
- Act as the main liaison between customers and internal teams to ensure excellent service delivery.
- Engage directly with customer stakeholders, from operations to senior management.
- Maintain accurate records of interactions, contracts, and customer data in CRM (HubSpot).
- Coordinate with support teams to resolve issues within SLA and manage escalations.
- Conduct service reviews, quarterly business reviews (QBRs), and prepare customer-facing materials.
- Monitor customer health, identify risks/opportunities, and propose solutions.
- Promote product adoption, upselling, and cross-selling opportunities.
- Support commercial activities such as renewals, license upgrades, and professional services.
- Contribute to the continuous improvement of customer success processes.
Job Requirements:
- Minimum 3 years’ experience as a Customer Success Manager, Service Manager, Technical Account Manager or Relationship Manager
- Customer-focused mindset with a commitment to service excellence – empathetic and ability to act as the voice of the customer within Quantios
- Customer facing with excellent verbal and written communication & presentation skills
- Strong relationship management skills, able to build and expand strong long-term relationships across all levels (end user up to C-level)
- Highly collaborative and able to “get things done” within Quantios
- Natural ability to take ownership and act in a way that is both pro-active and when required highly responsive
- Analytical mindset with the ability to interpret customer data and translate it into actionable insights
- Ability to manage multiple priorities in a fast-paced environment
- Prior experience working in a Financial Services B2B SaaS environment a distinct advantage
- Familiarity of the Trust and Corporate Services industry an advantage but not required.
- Experience in a SaaS software environment, with a level of technical understanding combined with an aptitude and willingness to learn.
- Prior experience within a commercial role advantageous – support in this area can be provided, but the role will include reviewing contracts, developing and presenting commercial proposals, etc.
- Occasional travel to customer sites and other Quantios office locations will be required.
