Customer Success Manager

LondonFull-timemid

Customer Success ManagerCustomer

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Quick Summary

Overview

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.

Technical Tools

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Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.

You will help customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Everyday is different for a Kplerian CSM!

Build and nurture strong, proactive relationships with assigned clients, supporting long-term adoption and satisfaction.

Own the post-sale client relationship for a portfolio of financial sector accounts across EMEA, serving as the single point of accountability for adoption, growth and retention.

Develop and execute tailored success plans aligned to each client's use cases, covering onboarding, training, business reviews and milestone tracking.

Conduct regular reviews and operational check-ins with portfolio managers, quant analysts, risk teams and C-suite stakeholders to demonstrate ROI and surface new use cases.

Monitor usage analytics and health scores to proactively identify at-risk accounts, designing and executing plans where necessary to protect annual recurring revenue.

Identify and qualify upsell and cross-sell opportunities in partnership with the EMEA Account Management team, contributing directly to net revenue retention targets.

Serve as a subject-matter expert on commodity flows, freight, supply chain and energy markets as they relate to financial trading strategies, delivering ad-hoc insight sessions and use-case demonstrations.

Act as the primary conduit between financial clients and Kpler's Product, Data and Engineering teams, submitting structured feedback, advocating for client-driven enhancements and tracking resolution of platform issues.

Support the Sales team during late-stage deal cycles by presenting to prospective financial clients and articulating Kpler's value proposition in the context of institutional investment workflows.

Contribute to the development of financial-sector playbooks, onboarding materials, case studies and best-practice documentation for the broader CS organisation.

3–6 years of experience in Customer Success, Account Management, or Client Services within B2B SaaS, financial data, or market intelligence environments.

Proven experience managing relationships with institutional financial services clients (e.g., hedge funds, asset managers, investment banks, commodity trading firms) across the EMEA region.

Strong understanding of commodity markets, including oil, natural gas, LNG, power, and freight, and their application in trading, risk management, and investment workflows.

Consistent track record of achieving or exceeding NRR, retention, and expansion targets in quota-bearing customer success roles.

Experience engaging C-suite and senior stakeholders, including delivering executive business reviews and strategic presentations.

Excellent written and verbal communication skills in English, with the ability to tailor messaging to sophisticated financial audiences.

Proficiency in client success and CRM platforms (e.g., Looker, Salesforce) for health scoring, pipeline management, and engagement tracking.

Strong ability to analyse usage data and translate insights into actionable engagement and retention strategies.

Solid understanding of SaaS commercial models, including ARR, NRR, churn, expansion, multi-year contracts, and usage-based pricing.

Skilled in delivering live product demonstrations and data walkthroughs aligned to financial workflows (e.g., commodity trading, macro research, risk modelling).

Comfortable collaborating with sales leadership on renewal forecasting and navigating complex CRM pipelines.

Analytical, commercially minded, and solution-oriented approach with strong stakeholder management and cross-functional collaboration skills.