Client Success Manager (CSM)
Permanent - Full TimeJob Overview
InvestorHub is a fast-growing global tech startup changing the way public companies connect with their investors. With offices in Melbourne and London, we’re backed by the Victorian Government’s 30x30 program and recognised as a “potential unicorn.” Since expanding to London in 2023, we’ve grown quickly, working with over 140 clients globally to improve investor engagement. Our team is made up of people from 12 countries, bringing different perspectives and a shared drive to build something meaningful. We keep things simple, focus on what matters, and believe in learning as we grow.
The problem we solve
Retail (individual) investors are more important than ever, yet many public companies struggle to connect with them. Traditional investor relations focus on institutions, leaving everyday investors overlooked. InvestorHub gives companies the tools to engage directly with their shareholders, improving communication, transparency, and trust in the market.
What does success look like?
What does success look like?
Within 1 months:
- Become familiar with the capital markets and investor relations space to gain a deeper understanding of our client's needs and the challenges they face;
- Learn our product inside-out;
- Shadow our Client Success team to learn the full client lifecycle and workflows;
- Master our CS tools and processes.
Within 3 months:
- Become an expert in our product offering and processes;
- Understand how InvestorHub delivers value to clients through the SaaS and service offerings, and be able to articulate this to clients;
- Take ownership of relationships with listed companies; coordinate their accounts, help ideate and create content for retail investor engagement and much more!
Within 6 months:
- Act as the voice of the client in our product development process and support the review/iteration of existing features;
- Contribute to the strategy for the Client Success team and begin defining new processes and best practices.
What you'll do
- Effectively manage product onboarding and implementation for new clients.
- Provide ongoing support to clients to maximise their value derived from the platform, and to embed InvestorHub as mission critical to their company's success
- Maintain the hygiene and accuracy of Hubspot CRM and our internal tooling.
- Create a range of basic collateral (videos, posters, email campaigns) to support our clients' investor marketing activities.
- Bring together insights and feedback from our clients and provide input to the product team.
- Proactively identify client needs and collaborate with other internal teams to ensure client success.
What we're looking for
- Good commercial experience (ideally 2+ yrs) in client services as a CSM, ideally in a fast-growing technology startup with client-facing responsibilities.
- Exceptionally high standard of communication skills (verbal and written), experience of successfully building relationships with C-Suite executives is a plus.
- Exceptional project management and administration skills. You thrive off bringing order and organisation.
- Comfortable using common CS tools, including spreadsheets, CRM and email platforms, design and collaboration tools. Experience with HubSpot, Google Sheets, Canva, Figma, Notion, or Mailchimp, and data analytics tools like Metabase is highly valued.
- An entrepreneurial spirit that allows you to develop creative solutions to problems and execute them.
- Enjoy working in an in-office environment (we’re in 5 days a week).