Customer Success Manager

The Company

Capital Markets Gateway LLC (CMG) is a capital markets-focused fintech transforming global equity capital markets (ECM) through data, technology, and connectivity. As the preferred source for ECM analytics and the first network connecting the buy-side and sell-side for ECM workflows, we are committed to reshaping how capital markets operate. Founded in 2017 by a team of ECM practitioners, CMG has completed three successful fundraising rounds and is backed by a group of the world’s most prestigious financial institutions. The CMG platform is currently relied upon by nearly 150 buy-side firms representing $40 trillion in AUM and 22 global investment banks. For more information, please visit www.cmgx.io.

The Role

CMG is seeking a self-motivated Customer Success Manager (CSM) to join our dynamic and fast-growing Customer Success team. We are looking for a proactive, strategic, and relationship-oriented professional with a passion for cultivating client relationships and driving client engagement.

The CSM will play a key role in expanding CMG’s footprint within existing accounts, onboarding new users, identifying whitespace opportunities, and developing deep relationships with capital markets professionals. This role centers on proactive client partnership—identifying opportunities, shaping use cases, and delivering tailored solutions that accelerate adoption and business impact, with responsive support as a complement.

The successful CSM candidate will become an expert on the CMG platform to handle a vast range of client use cases and constantly drive the value proposition of the service by providing guidance and solutions to enhance their experience. The Customer Success group acts as the “voice of the customer” to advance the functionality of the CMG platform and is expected to be an excellent collaborator partnering with Sales, Product Management, and Engineering functions.

CMG is transforming one of the most exciting sectors on Wall Street, delivering innovation to the equity capital markets. We believe growth and customer success go hand in hand—and our team sits at the intersection of product, commercial strategy, and client impact.

Responsibilities

Proactively engage with clients to surface emerging needs, uncover new use cases, and drive adoption of CMG’s products

Work cross-functionally with Sales to create strategic account plans aimed at securing renewals and uncovering new opportunities

Identify patterns in client feedback to highlight product gaps, inform internal teams, and help shape CMG’s product direction

Deliver high-touch service and foster strong client relationships that prioritize both responsiveness and long-term value

Diagnose and resolve customer questions with a solutions-oriented mindset, offering creative workarounds when necessary

Build and maintain deep understanding of the CMG platform to support a broad spectrum of customer workflows and opportunities

Independently manage fast-paced work as part of a Customer Success team

Maintain a flexible and positive approach when navigating challenges

Contribute to strategic initiatives and special projects that improve the customer experience and overall team impact

Qualifications

2+ years of experience in a client-facing role (such as Customer Success, Sales, Account Management, or similar) with a strong track record of building relationships and delivering value to customers

Prior experience working in Fintech or within financial institutions is desired

Ability to influence both technical and business audiences to improve the product by identifying and documenting enhancements

Exceptional communication skills (both written and verbal) and the ability to interact with a wide range of audiences

Curiosity and desire to learn quickly to develop domain knowledge

Keen analytical and problem-solving skills

Ability to multi-task balancing simultaneous customer issues

Comfortable working in a collaborative, fast paced team environment

Flexibility for rotational coverage of non-peak hours is a plus

Nice to have

Experience in the ECM space (Buyside or Sellside)

Experience with Business Analytics

Proficient using CS related tooling – HubSpot, Jira, MixPanel, MSFT Office, etc Entrepreneurial mindset

Positive, “whatever it takes” attitude

Politeness, fun-loving disposition, respect for others

B. S. in Finance, Economics or similar business study

Our Values

We innovate with purpose

We focus on outcomes vs. output

We believe diverse and inclusive teams fuel innovation

We are humble yet candid

We do right by the customer

What We Offer

Equity Unlimited PTO (20 vacation days + unlimited additional paid leave)

Comprehensive benefits program managed by Globalization Partners

Premium life and income protection

Top private medical and dental insurance Employee Assistance Program (EAP)

Pension contributions

Hybrid work environment (initially remote until office setup is complete)

Education reimbursement

Continuous learning opportunities

Employee referral bonus

Parental leave

At CMG, we embrace our ongoing commitment to build a culture reflecting the people, perspectives, and passions it represents. We will accept nothing less than equity, inclusion, and belonging for all. With the only constant in life being change, we will always listen, learn, and improve for the betterment of our teams, customers, and communities. CMG is proud to be an Equal Opportunity and Affirmative Action Employer.