Customer Success Representative
Since our founding in 1996, we have been at the vanguard of financial technology, providing groundbreaking expertise, quantitative analytics and software that redefine pricing and risk management in the financial markets. With the strategic acquisitions of FINCAD, PolyPaths and Kynex, Numerix has further strengthened its leadership position empowering financial institutions worldwide, to transform risk into opportunities with confidence.
The Customer Success Representative (CSR) at Numerix plays a critical role in ensuring the success and satisfaction of a global and diverse customer base, spanning multiple industries and cultural backgrounds. This role focuses on proactive engagement, product adoption support, and coordination with internal teams to deliver operational excellence. The CSR acts as a trusted partner to clients, helping them maximize value from Numerix solutions while building strong relationships with key stakeholders such as traders, portfolio managers, risk managers, model validation teams, quantitative analysts, and development teams.
This is an individual contributor role, execution-focused, designed to support financial services clients while developing domain expertise in capital markets and risk analytics. The role may require flexibility to accommodate global time zones and occasional availability outside standard working hours.
What You'll Do:
Customer Engagement & Relationship Management
- Serve as the primary day-to-day contact for assigned clients on non-commercial matters.
- Build, manage, and grow relationships with client stakeholders across diverse industries and cultural backgrounds.
- Support customers during onboarding, go-live, and post-go-live phases.
- Proactively identify opportunities to enhance client experience and adoption.
- Drive retention and business continuity strategies, supporting account management teams during renewal efforts.
Coordination & Issue Management
- Collaborate with internal teams including Support, Product & Engineering, and Professional Services.
- Track and follow up on support tickets, enhancements, and ongoing issues.
- Communicate progress, next steps, and resolutions clearly to clients.
- Escalate risks or blockers to Customer Success leadership when needed.
Product Adoption & Value Realization
- Drive adoption of Numerix solutions and monitor engagement and usage patterns.
- Identify early signs of disengagement or delivery risk and take corrective action.
- Collect and relay customer feedback to internal teams for continuous improvement.
Governance & Operational Excellence
- Maintain accurate customer data in the Customer Success Platform and internal trackers.
- Prepare materials for customer meetings, workshops, and training sessions.
- Support the organization of QBRs / EBRs and ensure follow-up on action items.
What We're Looking For:
Core Skills
- Strong written and verbal communication skills (English required; additional languages a plus).
- Excellent organizational skills and attention to detail.
- Ability to multitask and manage competing priorities across a large book of business.
- Comfortable working with Customer Success Platforms, ticketing tools, and documentation systems.
Behavioral Attributes
- Proactive, service-oriented mindset with strong business acumen.
- Skilled at building trust and managing relationships across diverse stakeholders.
- Curious and motivated to learn complex financial products and market dynamics.
- Ability to operate cross-functionally and collaborate effectively within structured processes.
Background & Experience
- 1–3 years of experience in a customer-facing role (Customer Success, Relationship management, Account Management, Client Services, Support, Sales).
- Exposure to SaaS, financial software, or enterprise technology preferred.
- Knowledge of or interest in financial markets, risk analytics, or capital markets is a strong plus.
- Bachelor’s degree from a leading engineering or business school, or equivalent professional experience."
Additional Highlights
- Global Coverage: Ability to work with customers across multiple time zones and cultures across APAC, EMEA, and AMERICAS.
- Team Support: Access to an experienced team of Customer Success Managers focused on strategic accounts for mentorship and guidance.
- Retention Focus: Active role in driving customer retention and supporting renewal efforts.
An important note on salary:
The annual pay range for this position is based on the preferred primary location of the role which is listed above. If you are applying to this role at a location that is not the preferred primary location, please keep in mind the salary range will vary and may fall outside of what is listed. Base pay offered may vary depending on job-related knowledge, skills, and experience.
Also note that unsolicited contact from third-party recruiters or agencies will not be considered at this time. We respectfully request no outreach from agencies.