VP Client Success & Retention, (Fintech /PE) (f/m/x)
About the role
CEPRES is the leading and fastest-growing digital investment platform for private capital markets, serving institutional asset classes such as sovereign wealth funds, insurances, pension plans, and others. This global institutional client base benefits from CEPRES' award-winning investment solutions, while connecting thousands of professionals to the largest private investment network worldwide. CEPRES GmbH / Corp is headquartered in Munich and New York, with additional offices in Denver, Heidelberg, and several locations in the Middle East. Our team is diverse, comprising over 20 nationalities.
Key Responsibilities
Develop and execute the global Customer Success strategy, including customer segmentation, engagement models, retention initiatives, expansion programs, and operational scalability.
Build and lead a high-performing global Customer Success organization that puts client needs at the center of everything we do.
Mentor and develop customer-facing teams across multiple locations while fostering a culture of accountability, collaboration, and service excellence.
Establish and monitor key customer success KPIs, including retention, net revenue retention, adoption, customer health, and client satisfaction metrics.
Build scalable customer engagement frameworks that support CEPRES' continued growth and expansion.
Act as executive sponsor for CEPRES' most strategic client relationships, building trusted partnerships with senior stakeholders and ensuring clients realize measurable value from our solutions and data offerings.
Develop strong relationships with institutional investors, private equity firms, pension funds, sovereign wealth funds, insurance companies, and asset managers.
Represent the voice of the customer in strategic planning discussions and influence product roadmap priorities based on client needs and market trends.
Support pre-sales and client engagement activities by partnering with Sales during strategic client discussions and contract negotiations.
Own client retention, renewals, expansion, cross-selling, and upselling strategies, partnering closely with Sales leadership to maximize customer lifetime value and revenue growth.
Identify opportunities to increase client adoption, deepen strategic partnerships, and expand CEPRES' footprint within existing accounts.
Oversee customer delivery, support operations, and service governance to ensure contractual commitments, SLAs, and customer expectations are consistently met or exceeded.
Partner with Finance to support effective invoicing, collections, and remediation plans for delinquent accounts.
Profile
5+ years of experience in customer success, account management, relationship management, or client services within financial services, fintech, financial software, data, or investment technology environments.
Experience leading global customer-facing teams and organizations.
Deep understanding of private markets, including Private Equity, Venture Capital, Private Credit, Infrastructure, Fund-of-Funds, and institutional investment workflows.
Experience in investment-related disciplines such as asset management, investment banking, consulting, accounting, audit, or financial services.
Experience working with enterprise B2B SaaS, financial software, data platforms, or investment technology solutions.
Excellent communication, presentation, and stakeholder management skills.
Strong project and operational management capabilities.
A customer-first mindset with a passion for delivering exceptional client experiences.
What we offer
Career path in Private Equity
Opportunities for career growth and promotions
Regular feedback and mentorship provided by an international team of passionate experts
Participation in a unique growth story and dynamic global environment
Culture that drives success
Core values fostering an entrepreneurial spirit, driving results, and empowering ownership
Transparency in company goals ensuring you're always part of the bigger picture
Commitment to our people
Outstanding benefits and opportunities to thrive in a diverse, inclusive, and international workplace
An attractive compensation package reflecting your skills, contributions, and growth potential