Customer Success Manager, Financial Services - Strategic

The Customer Success organization is dedicated to ensuring every client realizes the full value of their investment. The Strategic team specifically focuses on depth of engagement, account-level influence, and sophisticated business partnership. We are looking for a CSM who thrives in high-pressure environments and possesses the domain authority to lead open-ended, tailored discussions across multiple business units. This CSM must be a commercial strategist capable of navigating complex stakeholder dynamics within a select group of 8-12 Strategic accounts, ensuring AlphaSense is not just a tool, but a mission-critical component of the client's technology stack.

Responsibilities

Deep-Dive Engagement & Account Influence: Act as the "Account Expert" for a select group of Financial Service Strategic clients, navigating and influencing multiple business units to drive business outcomes and product adoption.; Domain Expertise & Technical Leadership: Leverage technical authority to lead sophisticated dialogues (APIs, LLMs, integrations) that transform AlphaSense from a software vendor into an embedded, mission-critical business partner.; Omni-Channel Leadership: Exercise full autonomy in commanding virtual and in-person rooms, leading high-stakes executive workshops and onsite "Lunch & Learns" with senior-level stakeholders.; Strategic Onboarding & Trial Management: Architect onboarding journeys and trial success plans that build belief from day one by mapping product capabilities to the client's most complex business challenges.; Retention & Growth Partnership: Partner with Sales and Account Management as a commercial strategist to identify organic expansion opportunities and defend renewals by articulating account-specific ROI.; Data-Driven Mindset: Proactively mitigate risk by synthesizing quantitative usage metrics with qualitative "human" signals, such as sentiment and organizational shifts, to anticipate needs before they appear in data.; Voice of the Customer: Serve as a high-level cross-functional bridge, distilling complex client feedback and stakeholder dynamics into actionable insights for the AM, Product and Support teams.

Requirements

2–4+ years of experience in Customer Success, Account Management, or a client-facing SaaS role (financial services experience a plus); Proven ability to build relationships, influence stakeholders, and drive measurable business outcomes; Comfortable using data to inform decisions, with strong organizational and time-management skills; A proactive, curious, and consultative professional who thrives in fast-paced environments and values collaboration; Excellent communication skills with a demonstrable track record for collaborating in a cross-functional environment; Ability to be in our NYC office 1x per week

Nice to have

financial services experience

Benefits

performance-based bonus; equity; generous benefits program