(Enterprise) Customer Success Manager

Who are we?

Gain is the Private Markets Super App, a connected global platform transforming how leading investors, advisors, and corporates source, evaluate, and execute deals. By combining investment-grade intelligence, AI-powered workflows, and proprietary data in one unified platform, Gain enables top deal teams to move faster, reduce risk, and build conviction with confidence.

Gain is trusted across more than $1 trillion of private capital, used by 100% of MBB and Big Four firms, and by 80% of the world’s top 20 M&A advisory houses.

Recognized for fast innovation and impact, Gain has been named both US and EU Data Provider of the Year by PE Wire, awarded Global Financial Market Review’s Best Use of AI in Finance, and ranked in Sifted’s Top 100 Fastest-Growing Companies, the Forbes 1000, and the Deloitte Technology Fast 50. Gain operates globally with offices in New York, London, Amsterdam, Frankfurt, Warsaw, and Bangalore.

Our SaaS Customer Success organization

Until now, our team delight our customer base of >150 PE investors, Investments Banks and Consultancies across Europe with tremendous success. We have a track record of an NPS of >70, a net renewal rate of >120% and a CSAT of 100%. To serve our over 4,000 users in the best way across Europe and beyond, we are looking for a Customer Success Manager to engage with our customers and support them on all matters related to our platform. You now have the unique chance to be part of our growth story and join at this early stage offering you an accelerated development opportunity.

What will be your role?

You will be the backbone of our European growth strategy, supporting our Customer Success team across regions. As a Customer Success Manager, you will work independently and hold a strong book of accounts across Europe. This entails:

• Building lasting customer relationships – You are the key contact person for our (enterprise) customers, own the relationship end-to-end and become their true strategic partner. You leverage your knowledge of the M&A industry effectively to drive outcomes with customers

• Ensuring customer success – You delight our customers by ensuring that Gain supports them in achieving their strategic goals and training them on how our solution fits their use cases

• Being the voice of the customer - You gather and structure intel and feedback from customers that is used by the entire organization to improve our product and develop new features

• Driving renewal and upsell – You are a strategic partner for our clients to grow together and proactively identify relevant expansions to better serve their needs

• Using digital tools in your daily work – You efficiently leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs

• Optimizing our ways of working – You can actively shape our processes and structures as we grow and drive the future of Customer Success at Gain

Who are you?

We are looking for someone who is passionate about supporting and exciting our customer group of PEs, M&A Advisors and Consultancies. You like to roll up your sleeves and are excited about the tech-enabled future of deal making. Moreover, we are looking for the following:

• Relevant experience –

  • You have excelled in a client-facing B2B Saas role in the PE/M&A industry for at least 3 years, including building and nurturing relationships with enterprise clients

  • Private credit experience and understanding is a great advantage

• Education – You hold a business or finance university degree from a leading university

• Customer-centric – You have a value-driven customer-first mindset and are keen to deliver top customer experience

• Structured – You are well organized and like to plan ahead

• Communication – You communicate effectively with stakeholders of different seniorities within our customer segments and are able to deliver a compelling value story to them

• Self-starting – You proactively come up with new ideas and independently drive progress

• Languages – You are fluent in English (C1 level or higher) 

What do we offer?

• Competitive base salary and annual bonus linked to your performance / OKRs

• Attractive benefits including private medical and dental insurance, remote working and health & wellbeing allowance, learning & coaching benefits, etc.

• Flexible hybrid working model with 3 days per week in our London office

• Healthy work life balance allowing for planability and personal commitments

• Chance to grow with the company gaining increasing responsibilities, supported by lots of coaching and a feedback-driven approach

• Tremendous learning and career progression opportunities

• International environment with hubs in New York, London, Amsterdam, Frankfurt, Warsaw, and Bangalore

• Culture of trust, ownership and standard of excellence and fun working atmosphere with regular outings and events

• Post product-market fit and aspiring unicorn status - this is an excellent time to join & grow with us!