Customer Success Manager

About PureFacts Financial Solutions

PureFacts is the leader in the Revenue Performance Management category for wealth and asset management firms. The PureRevenue™ Platform helps organizations maximize revenue potential by connecting pricing, billing, compensation, advisor behavior, and AI-powered intelligence within a single Revenue Book of Record. By transforming fragmented revenue processes into a coordinated growth system, firms gain greater visibility, stronger pricing discipline, improved revenue capture, and more effective advisor alignment. The result is faster organic growth, improved profitability, and increased enterprise value. For more than 25 years, PureFacts has helped leading financial institutions turn revenue from an operational process into a strategic advantage.

At PureFacts, we are building an AI-native platform and company. We embed AI, intelligent automation, and agentic workflows across our products and operations to detect anomalies, surface insights, streamline repetitive work, and support faster, better decision-making. In a highly regulated industry, we believe AI must be practical, governed, and auditable—amplifying human expertise while helping our teams and clients focus on higher-value, strategic work.

About the role

At PureFacts, Customer Success is about more than supporting customers—it's about becoming a trusted partner who helps clients maximize the value of their investment in the PureRevenue™ Platform.

As a Customer Success Manager, you will own a portfolio of strategic customer relationships, guiding clients through onboarding, adoption, optimization, and long-term success. You'll work closely with Customer Support, Product, Professional Services, Engineering, and Sales to ensure customers achieve measurable business outcomes while identifying opportunities to improve operational efficiency and product adoption.

As an AI-native organization, we are looking for someone who embraces emerging technologies and is excited to leverage AI to improve customer experience, automate repetitive tasks, surface insights, and enable more proactive customer engagement.

What you'll do

Customer Success & Relationship Management

• Build trusted advisor relationships with executive sponsors, business stakeholders, and day-to-day users.
• Develop a deep understanding of each customer's business objectives, operational priorities, and success metrics.
• Drive customer adoption by proactively identifying opportunities to increase product utilization and value realization.
• Conduct regular business reviews focused on customer outcomes, platform adoption, and strategic priorities.
• Develop and execute customer success plans aligned with each client's goals.
• Monitor customer health indicators and proactively address adoption risks before they become issues.

Customer Partnership & Operational Support

• Act as the primary customer advocate within PureFacts, ensuring customer needs are represented across the organization.
• Partner closely with Customer Support to coordinate issue resolution and ensure a seamless customer experience.
• Coordinate with Professional Services, Product, and Engineering to support implementations, product enhancements, and operational initiatives.
• Guide customers through operational changes, platform updates, and new feature adoption.
• Support customer readiness activities related to updates including releases, integrations, contractual changes, authentication, and platform enhancements or version upgrades. 
• Find cross sell or upsell opportunities and partner with sales to qualify, progress and close these opportunities.
• Help customers optimize business processes by sharing best practices and product capabilities.

Cross-Functional Collaboration

Partner closely with:

• Product Management
• Engineering
• Customer Support
• Professional Services
• Sales
• Finance
• Security
• Operations

to ensure customer feedback informs product direction, service improvements, and long-term customer success.

AI & Digital Customer Success

• Leverage AI-powered tools to improve customer engagement, productivity, and operational efficiency.
• Use AI-generated customer insights, health scores, and adoption analytics to identify opportunities and risks proactively.
• Partner with internal teams to identify opportunities to automate customer workflows and reduce manual effort.
• Contribute to the development and adoption of AI-enabled customer success practices across the organization.
• Stay current on emerging AI capabilities and recommend innovative approaches to improve the customer experience.
• Champion responsible, secure, and practical use of AI in customer interactions.

Customer Insights & Continuous Improvement

• Analyze customer health, adoption metrics, support trends, and product usage to identify opportunities for improvement.
• Capture customer feedback and translate it into actionable recommendations for Product and Engineering.
• Identify opportunities to improve customer onboarding, documentation, and operational processes.
• Drive continuous improvement initiatives that increase customer satisfaction, operational efficiency, and scalability.

Qualifications

Required Qualifications

• At least two years of experience in a client facing role in Wealth Management or Financial Services companies
• Demonstrated success managing strategic customer relationships and driving customer adoption.
• Experience partnering with cross-functional teams, including Product, Engineering, Support, and Professional Services.
• Strong communication, relationship-building, and stakeholder management skills.
• Excellent organizational, analytical, and problem-solving abilities.
• Ability to manage multiple customer priorities in a fast-paced environment.
• Passion for delivering exceptional customer experiences.

Preferred Qualifications

• Experience in Financial Services, Wealth Management, FinTech, or enterprise SaaS.
• Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, HubSpot, or similar.
• Familiarity with customer health scoring, adoption metrics, and SaaS customer lifecycle management.
• Experience working with AI-powered productivity or customer engagement tools.
• Understanding of enterprise software implementations, integrations, or cloud technologies.

Success in This Role

In your first year, you will:

• Develop trusted relationships with your customer portfolio.
• Increase product adoption and customer engagement.
• Improve customer health and retention through proactive success planning.
• Partner effectively across Customer Support, Product, and Professional Services to resolve customer challenges.
• Leverage AI and customer insights to improve operational efficiency and customer outcomes.
• Help build scalable Customer Success practices that support PureFacts' continued global growth.