Lead Customer Success Manager - Financial Technology

Lead Customer Success Manager – Financial Technology

At Nasdaq, our Customer Success Management practice is dedicated to delivering exceptional services to our valued customers. We aim to elevate overall customer satisfaction, setting our products and services apart in the market. Our strategic vision involves substantial investment in this area, forming a key component of our commitment to empower the global financial system. We are currently looking for a dynamic individual to fill the role of Customer Success Manager.

Join us in contributing to a mature and high-performing customer success management function, driving continuous improvement and excellence.

Responsibilities

• Act as the main CS Lead for a portfolio of accounts to deliver value, ensure satisfaction and identify growth opportunities.
• Co-ordinate the services and efforts of Nasdaq FinTech and partner with customers to align with their strategy, address pertinent issues and mitigate risks.
• Work cross functionally in close partnership with Sales, Customer Delivery, Customer Support and Engineering to proactively manage relationships with customers.
• Lead business reviews/ executive meetings with customers to track current projects, explore new sales opportunities and manage escalations where required.
• Achieve and maintain a measurable improvement in customer satisfaction.
• Understand the customer ‘topology’, their goals, and determine ways in which Nasdaq could help to address these goals and strategies.
• Build valuable relationships with key stakeholders (internal and external) to ensure continued success.
• Accelerate the discovery of upsell opportunities within the portfolio of accounts and drive the discovery of cross-functional opportunities for adoption growth.
• Proactively seek ways of improving the services provided by the Customer Success team.

Requirements

• 8+ years of experience in Customer Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries.
• Experience in using Customer Success tools such as Salesforce, Planhat, Gainsight, PowerBi, ChurnZero, or others.
• Educated to degree level (or equivalent).
• Able to thrive in a dynamic, fast paced, entrepreneurial, and ever-changing working environment with an emphasis on delivering solutions to meet our aggressive deadlines.
• Deep understanding of software development life cycles.
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders.
• Ability to work within a team environment and be focused on providing a high quality of service to customers.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Strong business acumen, judgment, creativity, and exceptional problem-solving skills.
• Self-starter, ambitious, accountable, and motivated to do the right thing.

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

What We Offer

We’re proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq’s overall success.

The base pay range for this role is $101,300 - $168,900. In addition to base salary, Nasdaq provides a generous annual bonus/commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.

Nasdaq’s programs and rewards are intended to allow our employees to:

• Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page.