Customer Success Specialist (New York)

📋 Description

• • Own the end-to-end success of the world’s largest banks and broker-dealers as they adopt Street Context’s capital-markets platform. From the moment a new user logs in, you become their trusted guide—running live onboarding sessions, crafting role-specific training, and ensuring every trader, sales rep, and research analyst extracts maximum value from our product.
• • Design and deliver high-impact education programs that turn complex workflows into intuitive, daily habits. You’ll build bite-sized videos, step-by-step guides, and persona-based webinars that scale across global teams, while also jumping on Zoom or walking the trading floor when a white-glove touch is required.
• • Run strategic pilots with new and existing customers, partnering with Account Executives to define success criteria, educate pilot users, and translate early wins into enterprise-wide rollouts. Your ability to articulate ROI in the language of the sell-side will be the difference between a limited trial and a seven-figure renewal.
• • Fight churn before it starts. You’ll monitor user-health dashboards, identify disengaged cohorts, and design creative re-engagement campaigns—think personalized outreach, targeted training, and workflow tweaks—that bring dormant accounts back to life and keep net-revenue retention climbing.
• • Act as the voice of the customer inside Street Context. By synthesizing feedback from hundreds of user conversations each quarter, you’ll influence the product roadmap, prioritize feature requests, and ensure our roadmap reflects the real-world needs of research, sales, and trading desks.
• • Produce compelling content that travels faster than market data. Whether it’s a two-minute Loom video on a new compliance filter or a monthly newsletter highlighting hidden product gems, your materials will be reused by Account Managers, Marketing, and even executives during board briefings.
• • Continuously level-up your domain expertise. You’ll devour capital-markets research, attend industry webinars, and shadow traders to stay fluent in the language of the Street. This knowledge fuels sharper onboarding, more credible pilots, and richer feedback loops with Product and Engineering.
• • Collaborate cross-functionally with Sales, Product, Engineering, and Data teams to launch adoption initiatives, refine health-score algorithms, and build the next generation of customer-success tooling. Your insights will directly shape how we scale from hundreds to thousands of users without losing the personal touch.
• • Travel to client sites in New York and beyond—whether it’s a morning train to Greenwich or a flight to London—to run on-site workshops, gather qualitative feedback, and strengthen executive relationships. Face-to-face credibility on the trading floor is often the fastest path to enterprise-wide advocacy.
• • Measure what matters. You’ll track onboarding completion rates, feature-adoption velocity, and churn-risk indicators, presenting findings in weekly stand-ups and quarterly business reviews. Data-driven storytelling will secure additional headcount, budget, and executive sponsorship for your initiatives.