Global Head of Buyside Customer Success

Global Head Of Buyside Customer Success

We're looking for a dedicated and strategic leader to head up our global buy side customer success team. You will be responsible for defining and executing the customer success strategy, driving product adoption, ensuring client retention, and accelerating commercial growth across our global book of business.

Reporting to the Chief Client Officer, this is a leadership role for a seasoned professional with deep expertise in both customer success and the financial markets. You will build, mentor, and inspire a high-performing team while serving as a key member of our commercial leadership team, influencing CSM processes, product strategy and go-to-market initiatives.

This position is based in NYC, with an in-office requirement of 3 days a week.

Responsibilities :

• Strategic Leadership : Develop and own the global buy side customer success strategy, setting clear goals and metrics for the team. Lead the evolution of our customer success model to scale with our growth, ensuring a world-class client experience from onboarding through renewal.
• Team Management : Recruit, mentor, and manage a team of high-performing Customer Success Managers in both NYC and London. Foster a culture of excellence, collaboration, and continuous improvement.
• Client Relationship Management : Act as a senior point of escalation for key client relationships. Directly engage with C-suite and senior-level stakeholders at top-tier hedge funds, asset managers, and private equity firms to ensure their continued success and satisfaction including managing a small book of your own accounts.
• Commercial Growth : Partner with sales and account management leadership to identify and execute on opportunities for expansion and upsell. Develop strategies to drive revenue growth and expand our footprint within existing client accounts.
• Cross-Functional Collaboration : Serve as the "voice of the customer" to influence our product roadmap. Work closely with Product, Data, and Sales teams to ensure a seamless client journey and that we are delivering maximum value to our clients.
• Operational Excellence : Implement and optimize processes and tools to enhance team efficiency and effectiveness. Use data and analytics to monitor team performance, client health, and product adoption.

Qualifications :

At Octus, we consider a range of factors in connection with compensation decisions, including experience, skills, location, and our business needs and limitations. As a result, compensation may vary within and across similar roles and positions. The base salary range estimate for this position is $120,000 - $140,000, plus an annual performance bonus. The actual compensation will be at Octus' sole discretion and will be determined by the aforementioned and other relevant factors. This position is eligible for an annual discretionary bonus.

Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.