Customer Success Manager

Arcana; New York (NY); On-site; USD 90,000 - 140,000; Full time

Job summary

Arcana is hiring a Client Success Manager to work directly with hedge funds and asset managers, implementing and supporting our portfolio intelligence platform. You’ll be a trusted advisor, coordinating with product, data, and engineering to ensure successful deployments, adoption, and continuous improvement of the client experience.

You will guide onboarding, training, and ongoing use, tailoring configurations to meet each client’s investment workflows and helping clients derive measurable

Qualifications

• 3+ years in customer success, implementation, solutions consulting, account management, or similar client-facing role in financial services or fintech.
• Knowledge of portfolio analytics concepts such as performance attribution and risk decomposition.
• Experience with hedge funds, asset managers, or institutional clients is preferred.
• Strong problem-solving skills and ability to map complex client workflows.
• Excellent communication and relationship management abilities.
• Ability to manage multiple implementations in a fast-paced environment.
• Collaborative mindset and cross-functional teamwork experience.

Responsibilities

• Manage relationships with hedge fund and asset manager clients as their primary contact.
• Lead onboarding, implementation, training, and ongoing adoption of Arcana.
• Translate clients' investment workflows into configured solutions.
• Demonstrate Arcana analytics and build best-practice recommendations.
• Capture client feedback with product and engineering teams to drive enhancements.
• Identify opportunities to expand Arcana usage across teams and workflows.
• Coordinate cross-functional responses to client issues and ensure timely follow-up.
• Develop documentation and client education materials to improve onboarding.

Skills

Customer success

Portfolio analytics

Hedge funds experience

Communication

Cross-functional collaboration

Problem solving

Relationship management

Onboarding

Multitasking

Financial services SaaS

Education

Bachelor’s degree in Finance/Economics

CFA/FRM in progress

Tools

Bloomberg

FactSet

Aladdin

Barra

Axioma

Job description

Arcana is a portfolio intelligence platform used by hedge funds and asset managers to analyze performance and risk. We’re rethinking the tools institutional investors rely on—and we’re hiring an exceptional Client Success Manager to help our clients get the most value from our platform.

As a Client Success Manager at Arcana, you’ll work directly with hedge funds and asset managers to implement, configure, and support solutions that power their investment workflows. You’ll serve as a trusted advisor to clients while partnering closely with our product, data, and engineering teams to ensure successful deployments, drive adoption, and continuously improve the client experience. This is a highly collaborative role with significant exposure to institutional investors and modern portfolio analytics.

Responsibilities

• Manage relationships with a portfolio of hedge fund and asset manager clients, serving as their primary point of contact.
• Guide clients through onboarding, implementation, training, and ongoing adoption of the Arcana platform.
• Understand clients’ investment workflows and configure solutions that meet their business needs.
• Help clients leverage Arcana’s portfolio analytics to achieve measurable outcomes.
• Partner with product, data, and engineering teams to communicate client feedback and help shape future product enhancements.
• Deliver product demonstrations, training sessions, and best practice recommendations.
• Identify opportunities to expand platform usage across investment teams and workflows.
• Resolve client issues by coordinating across internal teams and ensuring timely follow-up.
• Develop documentation, implementation guides, and client education materials to improve the onboarding experience.
• Build strong relationships with portfolio managers, analysts, risk managers, COOs, and operations teams.

Qualifications

• 3+ years of experience in customer success, implementation, solutions consulting, account management, or a similar client-facing role within financial services, fintech, or enterprise SaaS.
• Understanding of portfolio analytics and investment concepts such as performance attribution, factor analysis, alpha/beta, drawdowns, or risk decomposition.
• Experience working with hedge funds, asset managers, or institutional investment firms is preferred.
• Strong problem-solving and analytical skills with the ability to understand complex client workflows.
• Excellent communication and relationship management skills.
• Ability to manage multiple client implementations and priorities in a fast-paced environment.
• Collaborative mindset and experience working cross-functionally with product and engineering teams.

Preferred Skills

• Bachelor’s degree in Finance, Economics, Engineering, Computer Science, or a related field.
• CFA/FRM, or progress toward these certifications is a plus.
• Experience with investment analytics platforms such as Bloomberg, FactSet, Aladdin, Barra, Axioma, or similar systems.
• Familiarity with equity risk models, factor investing, and portfolio performance analytics.
• Experience implementing or supporting B2B SaaS platforms for institutional investors.