Customer Success Manager

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations 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 organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Job Title: Customer Success Manager

Locations: NYC OR Waltham, MA locations only - Hybrid 6x a month (Hiring locally only)

Get To Know Us:

About the Role

SS&C Intralinks provides technology solutions for the global banking, deal-making and capital markets communities. As pioneers of the virtual data room, SS&C Intralinks enables and secures information flow, facilitating strategic initiatives such as mergers and acquisitions, capital raising, and investor reporting. Today, SS&C Intralinks has earned the trust and business of more than 99 percent of the Fortune 1000.

About the Team
The SS&C Intralinks Alternative Investments business supports Private Capital and Hedge Fund firms. Our objective is to build strong relationships and provide solutions that help clients improve their investor communication/reporting, investor onboarding and fund marketing efforts as well as support their private capital M&A activities. This is a collaborative, dynamic team of customer service, marketing, product and sales professionals.

In addition, Alternative Investment Firms rely on SS&C's (Intralinks parent company) outsourcing services. With over $2.0 trillion of alternative assets under administration SS&C is a long-term alternative investments industry participant and a leader in supporting firms of all sizes, from new managers to mid-sized firms to larger institutions. As a member of the SS&C Intralinks customer success organization you may work with other business lines across SS&C in supporting common client relationships.

Why Join SS&C

SS&C combines proprietary technology with deep industry expertise to support complex financial and health care operations. Our teams design, implement, and operate solutions that help clients manage data, automate processes, and scale their businesses with confidence.

You will work with industry experts, modern platforms, and evolving technologies, gaining exposure to real-world operational challenges and large-scale enterprise environments.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model and Business Casual Dress Code, including jeans
• Your Future: 401k Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

At Intralinks solving for the customer is our only focus and everyone plays an important role. As a Customer Success Manager, you are responsible for driving successful client outcomes by offering strategic guidance and acting as their advocate, frequently collaborating with Sales, Support, and Product to solve problems and provide value. This is a Hybrid role working from the office six days per month.

• Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
• Serve as the primary point of contact for customer issues, troubleshooting problems, coordinating with support and technical teams, and ensuring timely resolution.
• Act as a subject matter expert; driving best practices across Intralinks products and services
• Act as a customer advocate internally, helping to shape product roadmaps and service offerings based on customer feedback and industry insights.
• Monitor and drive product adoption and usage, ensuring customers are utilizing the platform to its fullest potential. Provide training, resources, and tailored recommendations to help customers achieve success.
• Regularly engage with customers through check-ins, QBRs (Quarterly Business Reviews), and other touchpoints to review progress, offer strategic guidance, and address any concerns or roadblocks.
• Drive customer satisfaction and retention by identifying and mitigating churn risks. Participate in contract renewal discussions, ensuring that customers see the value of continued partnership with us.
• Work closely with sales, product, and support teams to relay customer feedback, advocate for customer needs, and influence product development and improvements.
• Identify opportunities for upsell and cross-sell based on customer needs, and work with the account teams to expand product usage and drive additional value for customers.

What You Will Bring:

• Education: Bachelor's degree
• 2-3 years of experience in a customer success, account management, or client-facing role within a SaaS company.
• Experience implementing and supporting SaaS solutions.
• Account Management, subscription accounts and contract renewals
• Able to work standard business hours with flexibility off-hours and ongoing mobile phone (email) monitoring.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to problem-solve and manage multiple customer accounts in a fast-paced environment.
• Proven track record of driving customer success, product adoption, and retention.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Excellent written and oral communication skills (in person, over the phone and in front of audience of high company rank and technical abilities) and possess strong presentation skills

It would be great if you also had prior experience with:

• Alternative Investments - Private equity, Hedge or Investor/Fund Services Administration support
• Relationships between Private Capital Fund Managers (GPs) and Investors (LPs)
• Skill with maintaining a renewal quota
• Consultative and solutioning approach to understanding customer workflow and positioning SAAS solutions

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website: www.ssctech.com/careers.

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Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.