Customer Success Manager

Handshakes is an award-winning DataTech company. We enable our clients to make safer, more informed decisions by delivering meaningful insights, harnessed from reliable data.

The Customer Success Manager (CSM) is the technical and operational counterpart to the Account Director (AD). While the AD leads the high-level segment strategy and commercial negotiations, you are the primary architect of the client experience. Your role is to ensure that the value promised during the sales cycle is realized through flawless execution.

You provide first-line tactical support—ranging from high-stakes product demos to intensive onboarding—while serving as the critical feedback loop between our clients and the Product team.

By managing the day-to-day health of the account and preparing the technical groundwork for renewals, you allow the AD to focus on segment growth, ensuring that no client is left underserved as we scale.

Responsibilities

Onboarding & Persona-Based Training: Own the end-to-end user journey. You will design and deliver training modules tailored to specific roles—from Forensic Auditors and KYC Officers to Government Investigators—ensuring immediate workflow integration.

1st Line Escalation & Triage: Act as the primary point of contact for escalating client issues. You will lead the First Response on critical emails, identifying whether a problem requires a technical fix from Engineering or a workflow consultation from the AD.

Continuous Feedback Loop: Proactively listen to client feedback regarding usage hurdles. You are responsible for synthesizing these insights into Product Enhancement Requests that guide the 2026 roadmap.

Renewal Strategy & Evidence: Lead the Technical Renewal phase. 90 days before contract expiry, you will provide the AD with a report documenting the client's usage patterns, feature adoption, and clear ROI milestones to justify contract growth.

Usage Advocacy: Monitor MAU/WAU (Monthly/Weekly Active Users) and proactively reach out to dormant users to re-engage them with new features or refreshed training.

Key Performance Indicators (KPIs)

• Segment Target Achievement: Shared accountability with the AD for ensuring zero preventable churn.
• Time-to-Value (TTV): Average time from contract signing to the completion of the first successful Deep-Dive training session with the prospect.
• Support SLA Adherence: Speed and quality of resolution for escalating client emails and technical blockers.
• Renewal Readiness Score: Ensure that all renewal opportunities are prepped for 90-day renewal window.

Skills & Experiences

• Work Experience: 5+ years in Customer Success, Technical Account Management, or Professional Services within a high-tier financial data environment.
• Interpersonal Agility: The High-EQ ability to de-escalate frustrated clients while simultaneously gathering intelligence for product improvements.
• CRM Mastery: Expert use of Salesforce to track health scores, feedback logs, and renewal preparations.

** Work Arrangement - 3 days work in office on hybrid working as per company policy.