Customer Success Manager - Remote

Donnelley Financial Solutions (DFIN); United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A financial solutions provider is seeking a proactive (Senior) Customer Success Manager to lead client relationships and drive customer satisfaction. This remote role involves collaborating across teams to enhance client adoption and growth while monitoring customer health metrics. The ideal candidate has over 5 years of experience in Customer Success or Account Management, strong communication skills, and familiarity with SaaS environments.

Qualifications

• 5+ years of experience in Customer Success, Account Management or a related client-facing role.
• Proven ability to manage complex customer relationships and communicate with senior stakeholders.
• Strong change management and project management skills.

Responsibilities

• Own the post-sale client relationship and serve as a trusted advisor for assigned accounts.
• Collaborate with Sales, Services and Support to drive adoption and identify growth opportunities.
• Monitor customer health metrics and proactively address issues, risks or opportunities.

Skills

Customer Success

Account Management

Project Management

Verbal and Written Communication

Organizational Skills

Tools

Salesforce

Gainsight

Job description

Summary

DFIN is seeking a proactive and strategic (Senior) Customer Success Manager to serve as a trusted advisor for our clients, leading them through the post-sales life cycle of adoption, optimization and growth across our portfolio of regulatory and compliance solutions.

You will partner with our Sales, Product, Services and Support teams to drive adoption and build relationships that add value and increase customer satisfaction.

You are comfortable rolling up your sleeves and enjoy working in a fast-paced environment where you can make an immediate impact. You have high aspirations, and you are excited to help us scale Customer Success at DFIN.

This position is an individual contributor role reporting to the Senior Director, Customer Success and is designated as Remote.

Responsibilities

• Own the post-sale client relationship and serve as a trusted advisor for assigned accounts
• Collaborate with Sales, Services and Support to drive adoption, identify growth opportunities and ensure alignment on customer strategy
• Monitor customer health metrics and proactively address issues, risks or opportunities
• Lead & quarterly business reviews (QBRs), feedback loops, and manage escalation paths for high-value accounts
• Advocate for the voice of the customer internally, contributing to product feedback and process improvement
• Use technological solutions (CRM, CSPs like Salesforce, Gainsight, etc.) to identify contacts, document activities, and track any issues or insights you uncover
• Ability to travel for customer-facing meetings or internal events (~10-20%)

Qualifications

• 5+ years of experience in Customer Success, Account Management or related client-facing role
• Proven ability to manage complex customer relationships and communicate with senior stakeholders
• Strong change management, project management and organizational skills
• Effective, clear, and concise verbal and written communication skills as well as strong presentation skills
• Ability to adapt and change with the needs of the organization and business
• Experience working in SaaS, FinTech, RegTech, or with Enterprise B2B software

Preferred Qualifications

• Proficient using CRM and CS platforms (e.g. Salesforce, Gainsight, or similar)
• Results-driven, self-motivated, and able to work independently
• US East Coast (e.g. New York or Boston) based
• Familiarity with SEC filings, financial reporting, or regulatory technology solutions
• Experience working with legal, finance or investor relations teams

It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status.

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