Senior Customer Success Manager

Job Description

Get To Know Us:

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organisations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organisations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology

SS&C Intralinks is a global technology provider of inter-enterprise content management and collaboration solutions. Its products serve the enterprise collaboration and strategic transaction markets, enabling the exchange, control, and management of information between organisations.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model and Business Casual Dress Code, including jeans; centralised location – Conveniently positioned near the Metro Line

• Your Future: Professional Development Reimbursement

• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays

• Your Wellbeing: Social Insurance, Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Annual Health Check-up

• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity

• Training: Hands-On, Team-Customized, including SS&C University

• Education: Employee Tuition Reimbursement for employees who are eligible

• Extra Perks: Bonus Scheme, SS&C Stock(s) Allocation for employees who are eligible

What You Will Get To Do:

We are seeking a highly motivated and experienced Senior Customer Success Manager (SCSM) to join our growing team. The ideal candidate will have a strong track record in driving customer retention and renewals, increasing product adoption, and delivering measurable value within a SaaS environment. Experience in the Fintech sector will be highly regarded.

As a trusted strategic partner to our customers, you will build and strengthen long-term relationships, proactively identify opportunities to maximise value from our solutions, and support customers in achieving their business objectives.

• Own and manage the end-to-end customer lifecycle, from onboarding and implementation through to renewal and ongoing growth.

• Drive proactive customer engagement to support successful renewals, maximise retention and minimise churn.

• Identify and forecast renewal risks and opportunities, partnering with Sales and other stakeholders to develop appropriate retention strategies.

• Deliver customer training and enablement sessions to increase user engagement, product adoption and platform utilisation, while guiding customers on best practices.

• Serve as the primary point of contact for assigned accounts, building strong, trusted-advisor relationships with key stakeholders.

• Conduct regular business and value reviews, demonstrating product value, outcomes and alignment with customers’ strategic objectives.

• Collaborate with cross-functional teams, including Sales, Product, Support and Engineering, to resolve issues, manage escalations and drive customer satisfaction.

• Identify and develop customer champions and advocates, creating opportunities for case studies, referrals and other advocacy initiatives.

• Monitor customer health metrics, adoption trends and usage data to identify risks, opportunities and inform proactive engagement strategies.

• Gather and communicate customer feedback to Product and Engineering teams to help influence product enhancements and the future roadmap.

• Support fund clients across the fundraising lifecycle, from fund launch and investor due diligence through to close and ongoing LP reporting, and work with Sales to carry the relationship into the client’s next fund.

• Maintain a flexible and proactive approach to customer engagement, including participation in key team and client events outside standard business hours where required to support relationship building and visibility.

What You Will Bring:

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role in a SaaS or enterprise technology environment. Experience supporting private equity, venture capital, asset management or fund administration clients in Japan will be highly regarded.

• Proven track record of driving renewals, improving customer retention, reducing churn, and identifying opportunities for account growth.

• Strong understanding of customer success methodologies, account planning, stakeholder management, and end-to-end customer lifecycle management.

• Excellent communication, presentation, relationship-building, and stakeholder engagement skills, with the ability to build trusted relationships at all levels.

• Data-driven approach with experience using CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools to monitor customer health, engagement, adoption, and retention.

• Strong problem-solving and commercial acumen, with the ability to proactively identify customer risks, opportunities, and strategies to maximise value.

• Ability to thrive in a fast-paced, growth-oriented environment while managing multiple accounts and competing priorities.

• Native-level Japanese and business-level English are both essential. You will work with Japanese clients in Japanese and with regional and global internal teams in English.

Preferred Skills

• Experience within the Fintech or broader financial technology sector is highly desirable.

• Experience managing mid-market and/or enterprise SaaS customers.

• Experience developing and implementing product adoption strategies, customer training, enablement, or change management initiatives.

• Strong business acumen, with the ability to understand customer objectives and clearly demonstrate how SaaS solutions deliver measurable business outcomes.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.