About the Role — Customer Success Manager
We are looking for a Customer Success Manager (CSM) to join our growing Customer Success team. Reporting to the Head of Customer Success, you will be responsible for managing a portfolio of mid-tier capital markets clients, ensuring they get maximum value from the Singletrack platform.
You’ll act as a strategic point of contact, coordinating internal services, setting expectations, and maintaining strong relationships with key stakeholders. The role has a strong commercial aspect, including contract renewals and upsell opportunities, alongside ensuring product adoption and client satisfaction.
What You’ll Be Doing
* Build deep relationships with client stakeholders to drive platform adoption and long-term value
* Understand clients' business goals and workflows; align these with Singletrack’s capabilities through Success Plans and strategic conversations
* Lead commercial activities including renewals and upsells, and proactively identify ways to reduce revenue risk
* Collaborate with Implementation teams to ensure successful onboarding and solution delivery
* Conduct regular client engagements (check-ins, QBRs, floorwalks) to gather feedback, drive usage, and uncover opportunities
* Monitor client health and work with internal teams to escalate and resolve issues efficiently
* Contribute customer insights to product development and marketing initiatives
* Create and nurture referenceable clients and case study candidates
What We’re Looking For
* 2–4 years of experience in a Customer Success, Business Analyst, or client-facing SaaS role
* Strong interest in combining client success with commercial outcomes (e.g., renewals, upsells)
* Knowledge and experience within the financial services industry, preferably in capital markets
* Comfortable learning technical SaaS products and acting as a product expert to your clients
* Excellent communication skills—you’re confident speaking with senior stakeholders, even when you don’t have all the answers
* Highly organized with the ability to manage multiple accounts and priorities at once
* Ownership mindset—you see things through, proactively solve problems, and collaborate effectively
About Singletrack
Singletrack is the #1 capital markets CRM, providing modular cloud-based software to both Sell Side and Buy Side institutions. Singletrack helps our clients to better manage their client and provider relationships, distribute and consume financial research, gain insight into operational data and comply with market regulation. We are headquartered in London, with additional offices in New York and Newcastle upon Tyne (UK) all from which we support our global client base.
Website: https://www.singletrack.com
Location
This role is based in London. Our London office is open for hybrid working.
The GTM team has two designated office days a week minimum where office attendance (or client site attendance) is required for in person meetings and events. Otherwise, employees can choose to work in the offices or at home as much as they choose.
Additional travel to client sites will be required on an ad-hoc basis for pre-agreed floor walks, training, meetings, and support.
Go-To-Market Team
The Singletrack GTM team is involved in the entire customer lifecycle from presales and continuing through to working with our customers to ensure renewal through value creation.
The consists of:
* Presales
* Business Development (New Logo)
* Customer Success