Client Success Manager (CSM)

InvestorHub; London; On-site; GBP 35,000 - 65,000; Full time

Job description

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Client Success Manager (CSM)

Department: Client Success Management

Employment Type: Permanent - Full Time

Location: London

Reporting To: Alex Stella

Description

Who are we:InvestorHub is a fast-growing global tech startup changing the way public companies connect with their investors. With offices in Melbourne and London, we're backed by the Victorian Government's 30x30 program and recognised as a "potential unicorn." Since expanding to London in 2023, we've grown quickly, working with over 140 clients globally to improve investor engagement. Our team is made up of people from 12 countries, bringing different perspectives and a shared drive to build something meaningful. We keep things simple, focus on what matters, and believe in learning as we grow.

The problem we solve:

Retail (individual) investors are more important than ever, yet many public companies struggle to connect with them. Traditional investor relations focus on institutions, leaving everyday investors overlooked. InvestorHub gives companies the tools to engage directly with their shareholders, improving communication, transparency, and trust in the market.

The Role

We are looking for a Client Success Manager (or similar title) who is eager to join a fast-growing company and help shape the future of our Client Success function. You'll be joining a close-knit team, where your contributions will be integral to driving success. You will be a trusted advisor to leaders in public markets, offering insights that help our clients refine their capital markets strategies and foster meaningful relationships with investors through our cutting-edge technology.

What does success look like?

Within 3 months:

1. Gain in-depth knowledge of our product and processes.
2. Become an expert on UK-listed capital markets, including investor relations, market engagement best practices, and regulations.
3. Take ownership of client relationships, coordinate accounts, and help create content for retail investor engagement.

Within 6 months:

1. Serve as the client advocate in the product development process, supporting feature iteration and review.
2. Contribute to the development of the Client Success strategy and define new processes and best practices.
3. By the end of 6 months we anticipate you to be owning the whole client lifecycle on a 1: few model.

Long-term:

1. As you grow with InvestorHub, you'll have opportunities to carve your own path, exploring roles in partnerships, events, leadership, and more.

Who would suit this role:

1. Good commercial experience within CS at a B2B SaaS startup or scaleup, focused on a "1: Few" approach.
2. Exceptional verbal and written communication skills, with experience in building relationships with senior executives (C-suite).
3. Prior client-facing experience within Investor Relations, Financial PR, or listed capital markets would be ideal.
4. Comfortable in a fast-paced, evolving environment, whilst also maintaining a good level of organisation.
5. Happy to work in an office-first setting in Central London.
6. Bonus points if you've used tools like: SQL, HTML, DNS, Canva, Mailchimp, Hubspot, Figma, Notion etc.

This role isn't the right fit if:

1. You prefer working within a rigid corporate structure; InvestorHub is a fast-moving startup, not a corporate machine.
2. You're seeking a remote or hybrid position; this is an office-first role in our Farringdon office.
3. You require constant supervision - once you're up to speed, we expect you to take initiative and solve problems independently.

The Package

What's on offer:

1. Competitive remuneration - our UK business is small but our business is not. We believe in competitive remuneration and are open to remunerating the right candidate well.
2. Stock options - everyone shares in our success.
3. 25 days holiday + bank holidays to recharge properly.
4. Plenty of perks: weekly team lunches, monthly nights out, quarterly events, and an annual two-day offsite.
5. Learning & development budget to spend on books, courses, exams - whatever helps you grow.
6. Private medical insurance & pension matching because your health and future matter.

Interview Process:At this stage in our growth, every hire is like bringing on a new business partner - people are the lifeblood of what we're building. So we have a few stages, but we endeavour to move through them as quickly as possible:

1. Intro Stage: Intro video call with our Talent Partner (Matt). 30-40 mins.
2. 2nd Stage: Brief video call with our Chief of Staff (Gen), just to learn more about who we are. 20 mins.
3. 3rd Stage: F2F Interview with our MD (Alex) and Chief of Staff (Gen). Expect some competency based Qs and a presentation exercise (we'll make it fun, we promise!). 60 - 90 mins.
4. 4th Stage: Meet the Team - we're a tight-knit, social bunch, so we'll invite you for lunch.
5. Final Video Call with our CEO-Founders in AUS (Rhys and/or Ben). 30 mins.