Customer Success Manager
Capital Markets Gateway
Full-time
Remote
United States
Customer Support
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 blends responsive support with proactive outreach—resolving client inquiries while also anticipating needs, uncovering use cases, and delivering tailored solutions that enhance customer satisfaction and drive platform adoption.
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
- Respond to inbound customer support inquiries across multiple communication channels with accuracy, empathy, and efficiency
- Diagnose and resolve customer issues 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
- 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
- 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
Must Have
- 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 knowledgeKeen 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
- B.S. in Finance, Economics or similar business study
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
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
- Competitive compensation
- 401K employer matching
- Health, Dental and Vision benefits
- Flexible time off
- Strong, smart and innovative entrepreneurial culture
At CMG, we accept nothing less than equity, inclusion and belonging for all. We are deeply committed to listening, learning and constantly improving for the betterment of our teams, clients and communities. CMG is proud to be an Equal Opportunity Employer.