Customer Success Manager

• Full-time
• Department: Commercial
• Employment Type: Permanent

Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, offering price data, news, analytics, and events across agriculture, forest products, metals, mining, and new-generation energy markets.

Our data is essential for customers aiming to understand and predict dynamic, sometimes opaque markets, facilitating trading and risk management. With a history dating back to 1865, Fastmarkets is a trusted global business with over 600 employees across locations in the UK, US, China, India, Singapore, Brazil, Belgium, Finland, and more.

We are re-imagining customer service and enhancement of our offerings to achieve high growth. We seek a dynamic Customer Success Manager to oversee a portfolio of strategic customers, working across a cross-commodity portfolio to deliver a first-class customer experience.

The ideal candidate will have experience managing large client accounts, building long-term relationships with senior stakeholders, and providing outstanding client management. A flexible mindset, innovative thinking, and solid business acumen are essential.

Your strategic approach will involve proactively networking within accounts to gather insights into data usage, conducting quarterly account reviews with the Account Manager, and identifying gaps for upselling and cross-selling. You will visit clients for face-to-face meetings and support company-wide initiatives.

PRINCIPLE ACCOUNTABILITIES

• Build and maintain strong, long-term relationships with strategic accounts, acting as a trusted partner to understand their needs and deliver value.
• Support business growth by identifying opportunities for cross-selling and upselling in collaboration with the Account Manager.
• Visit key customers to establish goals and build relationships with stakeholders.
• Act as a trusted advisor by understanding their markets and delivering relevant insights.
• Create workflow value maps to understand data usage within their business.
• Hold in-depth conversations about pricing, data, and methodologies to build trust and handle objections.
• Ensure quarterly account reviews are conducted throughout the client lifecycle.
• Collaborate with Account Managers on strategies and account reviews.
• Use data to identify risks and develop mitigation plans to reduce churn.
• Identify gaps and upsell opportunities, raising these with the Account Manager.
• Embed additional Fastmarkets products within customer workflows and expand user adoption.
• Update and input into the Account Plan regularly.
• Monitor usage statistics and implement improvement plans for engagement issues.
• Gather customer feedback to inform product development and work with the Product team.
• Coordinate with customer support to address technical issues promptly.
• Create onboarding and training plans for customers, providing training as needed.
• Stay informed about new releases and communicate updates effectively to customers.
• Build internal relationships across departments to ensure a seamless customer experience.
• Maintain high customer satisfaction rates and support case study development.

KEY INTERFACES

• Customer Adoption & Onboarding Team
• Marketing Team
• Product Team
• Editorial Team
• Customer Support Team

KNOWLEDGE, EXPERIENCE AND SKILLS

• Minimum of 2 years experience as a Customer Success Manager in a product-focused SaaS environment.
• Customer-centric with proactive, self-organized approach.
• Understanding of CRM systems, preferably Salesforce.
• Experience in commodities or related fields such as pricing or subscription services is advantageous.
• Strong relationship-building skills, curiosity, empathy, and high emotional intelligence.
• Technical proficiency, especially in Excel; knowledge of APIs is beneficial.
• Strategic mindset focused on customer success metrics like retention and NPS.
• Willingness to travel for client visits.
• Excellent communication and presentation skills.
• Experience working in a global B2B context.
• Knowledge of additional languages is a plus.
• Ability to work within a hybrid working model.

Our Values

• Metrics Driven: Using insights to improve customer experience and business performance.
• Accountable: Keeping promises and delivering results.
• Growth Mindset: Being adaptable and proactive in changing environments.
• Inclusive: Respecting diversity and fostering a sense of belonging.
• Customer Centric: Prioritizing customer needs in all actions.
• Collaborative: Working effectively across teams and leveraging diverse perspectives.

This opportunity is available in specific states supporting hybrid work, including Florida, Georgia, Illinois, Massachusetts, North Carolina, New Hampshire, New Jersey, New York, Oregon, Pennsylvania, Tennessee, Texas, California, and Colorado.

Next Steps

If you find this role aligns with your skills and aspirations, please complete the application form thoroughly, highlighting your relevant experience and why you're a great fit for Fastmarkets.