Customer Success Manager

Gain.pro; City Of London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading market intelligence firm in London is seeking a Customer Success Manager to support its growth strategy. The role involves building strong relationships with clients, ensuring customer success in using their platform, and driving renewal and upsell initiatives. The ideal candidate will have extensive experience in B2B SaaS within the PE/M&A sector. This position offers a competitive salary, attractive benefits, and flexible hybrid work arrangements.

Benefits

Competitive salary and performance-linked bonuses

Private medical and dental insurance

Flexible hybrid working model

Health and wellbeing allowance

Learning and coaching benefits

Qualifications

• At least 3 years in a client-facing B2B SaaS role in the PE/M&A industry.
• Ability to drive customer success and deliver top customer experience.
• Structured approach and well organized.

Responsibilities

• Build lasting customer relationships as a strategic partner.
• Ensure customer success by aiding in achieving strategic goals.
• Drive renewal and upsell opportunities.

Skills

Customer-centric mindset

Effective communication

Self-starter

Organizational skills

Fluency in English (C1 or higher)

Education

Business or finance degree

Job description

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Who are we?

Gain.pro is building the future of private market intelligence. Our bold vision is to become the global leader in this space - and a $1bn business within the next four years. Our platform empowers investors, advisors, and C-suite executives with the deepest private market insights, combining human curation with GenAI for faster, data-driven decisions.

We serve 100% of MBB/Big-Four advisories, clients representing over $1 trillion of private capital and more than 70% of the top-20 global M&A houses - including blue chip firms such as Blackstone, Goldman Sachs and McKinsey. With an NPS of >80, we lead the market on customer satisfaction and strive for excellence in everything we do.

Operating globally with offices in New York, Amsterdam, London, Frankfurt, Warsaw, and Bangalore, Gain.pro is one of the fastest-growing businesses in the Netherlands, nominated for the Deloitte Fast 50 for four consecutive years, recognized as Data Provider of the Year: Overall by Private Equity Wire in the United States, and awarded Best Use of AI in Finance 2025 by the Global Financial Market Review Awards.

Our SaaS Customer Success organization

Until now, our team delight our customer base of >150 PE investors, Investments Banks and Consultancies across Europe with tremendous success. We have a track record of an NPS of >70, a net renewal rate of >120% and a CSAT of 100%. To serve our over 4,000 users in the best way across Europe and beyond, we are looking for a Customer Success Manager to engage with our customers and support them on all matters related to our platform. You now have the unique chance to be part of our growth story and join at this early stage offering you an accelerated development opportunity.

What will be your role?

You will be the backbone of our European growth strategy, supporting our Customer Success team across regions. As Customer Success Manager you will work independently and hold a strong book of accounts across Europe. This entails:

• Building lasting customer relationships - You are the key contact person for our customers, own the relationship end-to-end and become their true strategic partner. You leverage your knowledge of the M&A industry effectively to drive outcomes with customers
• Ensuring customer success - You delight our customers by ensuring that Gain.pro supports them in achieving their strategic goals and training them on how our solution fits their use cases
• Being the voice of the customer - You gather and structure intel and feedback from customers that is used by the entire organization to improve our product and develop new features
• Driving renewal and upsell - You are a strategic partner for our clients to grow together and proactively identify relevant expansions to better serve their needs
• Using digital tools in your daily work - You efficiently leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs
• Optimizing our ways of working - You can actively shape our processes and structures as we grow and drive the future of Customer Success at Gain.pro

Above all, as an early member of our overarching Go-to-Market team, you will have plenty of room to shape your role. Depending on your spike, you can further grow within the Customer Success team or develop into roles in our Sales and Marketing teams.

Who are you?

We are looking for someone who is passionate about supporting and exciting our customer group of PEs, M&A Advisors and Consultancies. You like to roll up your sleeves and are excited about the tech-enabled future of deal making. Moreover, we are looking for the following:

• Relevant experience - You have excelled in a client facing B2B Saas role in the PE/M&A industry for at least 3 years
• Education - You hold a business or finance university degree from a leading university
• Customer-centric - You have a value-driven customer-first mindset and are keen to deliver top customer experience
• Structured - You are well organized and like to plan ahead
• Communication - You communicate effectively with stakeholders of different seniorities within our customer segments and are able to deliver a compelling value story to them
• Self-starting - You proactively come up with new ideas and independently drive progress
• Languages - You are fluent in English (C1 level or higher)

What do we offer?

• Competitive base salary and annual bonus linked to your performance / OKRs
• Attractive benefits including private medical and dental insurance, remote working and health & wellbeing allowance, learning & coaching benefits, etc.
• Flexible hybrid working model with 2 days per week in our London office
• Healthy work life balance allowing for planability and personal commitments
• Chance to grow with the company gaining increasing responsibilities, supported by lots of coaching and a feedback-driven approach
• Tremendous learning and career progression opportunities
• International environment with hubs in Amsterdam, London, Frankfurt, NYC, Warsaw & Bangalore
• Culture of trust, ownership and standard of excellence and fun working atmosphere with regular outings and events
• Post product-market fit and aspiring unicorn status - this is an excellent time to join & grow with us!

Does this sound like a perfect match?

We are proud of our wonderful product and believe it has lots of potential. We are growing fast and have fun while building our platform and company. Does this sound interesting? Reach out - we are excited to get to know you!

Gain.pro B.V. with its registered seat in Apollolaan 151, 1077 AR Amsterdam, The Netherlands, or another Gain.pro entity which runs the recruitment process, further called "Gain.pro", is the controller of personal data you submit as part of the job application. Your personal data will be processed for the purpose of conducting a recruitment process for the job position you apply for. If you provide Gain.pro with explicit consent, your personal data will be also processed for the purpose of conducting future recruitment processes. Please read the Gain.pro Privacy Policy to acquaint yourself with how Gain.pro processes your personal data: https://www.gain.pro/privacy-and-cookie-statement.