Customer Success Manager (80-100%)

Customer Sucess Manager (80-100%, as of July 2024) 

LEVA is building a cutting-edge software ecosystem for private markets, integrating essential services such as legal, financial, and tax accounting within a single operating system. Our mission is to improve the efficiency of the private markets which have not experienced innovation in the past 30 years and are still related to outdated processes. The venture capital industry is where we started, working with leading venture capital firms, family offices, asset management firms and emerging managers, but 2024 is a transformative year when we will expand to multiple new asset classes.

At Leva we are building the tools for a new breed of investors they need to fund the winners of tomorrow. If you are eager to be part of this change, join a fast-growing and innovative start-up and be part of the next growth phase. 

A day in the life of a Customer Success Manager

You are responsible for ensuring the success and satisfaction of our valued customers throughout their journey with our products or services. Your primary objective is to build strong, lasting relationships with our customers, understand their needs, and help them achieve their desired outcomes whilst having all internal stakeholders aligned. 

Key Responsibilities

• Onboarding and Implementation: Ensure smooth onboarding of new customers, guiding them through the setup process, and helping them understand how to utilize LEVA. 
• Customer Relationship Management: Build and maintain strong relationships with customers, acting as their primary point of contact for any queries, concerns, or support needs. 
• Customer Training and Education: Provide training sessions, webinars, and other resources to help customers understand how to maximize the value they derive from LEVA. 
• Proactive Outreach: Regularly reach out to customers to check in on their satisfaction, address any issues they may be facing, and identify opportunities for upselling. 

• Retention and Renewals: Monitor customer usage patterns and satisfaction levels to identify at-risk accounts and take proactive measures to prevent churn. 
• Customer Feedback and Advocacy: Gather feedback from customers to understand their needs and pain points, then advocate for necessary changes or improvements within the company. Encourage satisfied customers to become advocates or references for the product or service. 
• Metrics and Reporting: Track key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, renewal rates, upsell/cross-sell opportunities, and product adoption metrics. Provide regular reports to leadership on the health of the customer base. 
• Product Feedback Loop: Serve as a bridge between customers and internal product development teams, conveying customer feedback and feature requests to inform the product roadmap. 
• Cross-functional Collaboration: Collaborate closely with other teams within the organization, including sales, marketing, product development, to ensure alignment and a cohesive approach to serving customers effectively. 

Your qualifications 

Skills 

• Excellent communication, problem-solving, and relationship-building skills 
• Passion for delivering exceptional customer experiences and driving customer success 
• Strong team player with a growth mindset 

Education and Background 

• Previous experience in customer-facing roles such as customer support, account management, or sales in the financial industry 
• Proficiency with customer relationship management (CRM) software and other relevant tools 

Some of the vast rewards working here

• A young, diverse and inclusive community that fosters innovation and creativity 
• Culture of belonging, where teammates are empowered to bring ideas to the table and act 
• Strong listening skills and the ability to understand customer needs and preferences. 
• Full support and career-development resources to expand your skills, enhance your expertise, and maximize your potential along your career journey 
• Opportunity for rapid professional growth in a dynamic work environment with the chance to directly impact the company’s success 
• Hybrid flexible working model

Application process 

Are you our new Leva family member? Please submit your resume and cover letter outlining your motivation and relevant experience to Write an email. Deadline for applications is 31 May 2024. Only shortlisted candidates will be contacted. 

Leva is an equal opportunity employer, and we encourage candidates from all backgrounds to apply.