Customer Success Manager

About Us

Irwin is one of the fastest-growing FinTech companies in Canada. We are based in Toronto and are a leading provider of capital markets-focused financial technology with a mission to seamlessly connect the world's capital seekers and allocators to make them more productive, innovative, and successful. Our flagship product, Irwin, is a software platform used by investor relations and investment banking professionals all over the world. In October 2024, Irwin joined FactSet and added its investor relations solution to its existing offering.

Your Impact

As our client base continues to grow, we are expanding our Relationship Management team to ensure our Investor Relations clients are happy and successful as we work towards our goal of being the industry leader in investor relations software. As such, we are looking for a candidate who can provide our users with advice on how best to use our solution as well as more general advice on how to run a successful investor relations strategy. A candidate with prior capital markets or Investor relations experience would be a fantastic fit for the role.

The ideal candidate will be able to appropriately identify the needs of both new and current customers (Investor Relations Specialists, C-suite executives, etc.) in order to ensure their success in using our products and services. This will be done by developing an appropriate level of communication with clients and internal team members to better understand and mitigate any issues the customers may face.

Key Responsibilities

• Build relationships with current clients and help them maximize their use of Irwin.

• Growing and retaining our customer base through value-adds and trusted advisorship.

• Onboard our customers successfully, making them masters of the Irwin platform.

• Constantly communicating with customers to deliver value and inform them on new product releases.

• Work cross functionally within the company to communicate with all stakeholders in customers' success.

• Manage all reporting about the health of customers' accounts.

• Identifying opportunities or issues within the product based on customer feedback and empowering the product team with this information.

Who You Are

• 3+ years of experience in customer success as a quota-carrying independent contributor role.

• A passion to drive the business forward via expansion and retention revenue (NRR).

• The ability to build strong relationships with customers, understanding & anticipating their needs while understanding their pains.

• High energy with a hands-on approach combined with the capacity to think strategically in a fast-paced, dynamic environment is required.

• Outstanding persuasive verbal and written communication skills are required.

• Strong organizational skills to efficiently manage client accounts and ensure seamless communication and delivery of services.

Nice to have

• Experience in either an investor relations role at a public company, investor relations consulting role developing and executing an IR strategy, corporate access, sales & trading or CS/Sales of a capital markets-related technology products.

• Experience using investor relations and financial data platforms for investor targeting, shareholder monitoring, activity tracking, and financial reporting/modeling.

What We Offer

• Career growth opportunities unique to a high-growth, early-stage company.

• Work-life balance, with a hybrid system (2 days in the office per week - Broadgate Quarter, One Snowden Street, London EC2A 2DQ) and flexible working hours.

• An inclusive work environment that welcomes diverse applicants from all backgrounds, identities, beliefs, and statuses.

• This role reports directly to the Director and Vice President of Customer Success.

How We Hire

Hiring Process Overview:

Here's a brief breakdown of our recruitment process:

• Screening & Resume Review: Evaluate all resumes and responses

• Initial Interview (30 min): Meet with our Talent Acquisition team to discuss your motivators and align on role specifics

• Second Interview (30-45 min): Interview with our CS Manager and/or CS Director

• Third Interview (30-45 min): Interview with our VP of CS

• Final Presentation: Prepare and present to a panel to showcase your expertise and alignment with Irwin

We understand that the hiring process can be stressful, but we try our best to make it as respectful and enjoyable as possible. We value every candidate's time and believe that getting to know each other is an important aspect of the recruitment process.Our people are what make Irwin, Irwin! They're passionate, mission-driven, accountable, humble and ambitious. We take an inclusive and equitable approach, offering the same interview experience to every candidate we meet with. Irwin is an equal opportunity employer, we celebrate everyone and their intersecting identities.We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.We thank all applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required.