Senior Customer Success Manager

About the role

The Senior Customer Success Manager (Sr. CSM) will lead the most complex and high-value accounts within the Financial Services sector. The Sr. CSM will navigate multi-million dollar global organizations, drive long-term ROI through technical group/individual training, and ensure company-wide adoption across multiple business units. They will manage a concentrated portfolio of strategic accounts, remain at the forefront of product and Financial Services expertise, and scale their impact across the organization through account strategy, leadership, and innovation.

Responsibilities

• Navigate and influence multiple business units and key power users across the world's largest and most complex global organizations.
• Create a groundswell of positive user sentiment to drive renewals and expansion with Senior Leadership.
• Synthesize complex usage into actionable insights and design multi-quarter adoption roadmaps in tandem with Account Management peers that align AlphaSense capabilities with business objectives.
• Guide new clients through onboarding, training, and best-practice adoption to ensure a strong foundation, both virtually and in person.
• Independently lead sophisticated technical conversations regarding Managed Content Providers (MCP), APIs, and Large Language Models (LLMs) with technical stakeholders and platform owners.
• Command virtual and in-person rooms with executive presence and leverage powerful, strategic follow-ups as a tool to drive adoption and link AlphaSense to specific Senior Leader business objectives.
• Fully own high-stakes, multi-day on-site engagements and lead customer "Lunch & Learns," tailoring presentations to diverse user groups and core personas using our WWH (Why, What, How) framework.
• Engage in cross-functional initiatives outside the standard CSM scope, such as product feedback loops, hiring committees, mentorship programs, and process innovation to improve team efficiency.

Requirements

• 3 - 5+ years of professional experience in Customer Success, Account Management, or Financial Services with a proven track record of managing a strategic portfolio.
• Recognized as an "FS Expert" with domain knowledge of investment banks, hedge funds, asset management, and other financial institutions.
• Possess the technical acumen to navigate complex conversations around data integrations, APIs, and AI-driven market intelligence solutions.
• Ability to identify the 5% of users who drive the majority of sentiment and influence within an account, focusing on high-level business outcomes over basic feature adoption.
• Excellent communication skills with a demonstrable track record for collaborating internally in a cross-functional environment and onsite with customers.
• A natural leader who thrives in fast-paced environments and is committed to contributing to the "AlphaSense Playbook" through mentorship and internal innovation.

Qualifications

• Proven ability to build and maintain strong relationships with senior executives and cross-functional teams.
• Experience with financial services industry trends and technologies.
• Strong problem-solving and analytical skills.
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.
• Effective written and verbal communication skills.
• Passion for technology and a deep understanding of AI-driven market intelligence solutions.

Skills

• Customer Success Management
• Account Management
• Financial Services Expertise
• Data Integration
• APIs
• Large Language Models (LLMs)
• Technical Conversations
• Executive Presence
• Onboarding and Training
• Product Feedback Loops
• Hiring Committees
• Mentorship Programs
• Process Innovation

Benefits

• Comprehensive health insurance plans
• Flexible vacation and sick leave policies
• Employee resource groups
• Professional development opportunities
• Work-life balance initiatives

Pay

Base compensation range: $104,000 - $115,000 USD

Schedule

Full-time position

Equal Opportunity Employer

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

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