Customer Success Manager

Company: ProSight Financial Association
Location: Chicago
Posted on: June 1, 2025

Job Description:

Customer Success ManagerReports to: Head of Client EngagementBAI and RMA have come together as ProSight Financial Association, a leading industry organization whose purpose is to empower financial services leaders to strengthen and advance our industry. The strategic combination brings together RMA's expertise in serving the commercial banking and risk management functions and BAI's knowledge in serving the retail banking and regulatory compliance functions. It's a complementary union of two non-profit organizations that have always had their members' and customers' best interests in mind. Our industry-leading offerings include: peer sharing events, thought leadership, learning and development, and decision support solutions. Our work creates positive ripple effects throughout financial services organizations and ultimately helps consumers, businesses and communities thrive.The Research business within ProSight, is a benchmarking, data analytics, and insights line of business serving the financial services industry including the largest banks in the U.S. We are seeking a highly motivated and client service-oriented Customer Success Manager to join our growing team. The Customer Success Manager (CSM) is responsible for all aspects of relationship management and development with a portfolio of 10-15 existing Research customers. The CSM will oversee all phases of the customer lifecycle to ensure 1) successful delivery of Research programs, 2) effective adoption and usage of analysis insights across the customer organization, 3) build strong, trust-based relationship with key client leaders at multiple levels of the customer, 4) identify customer needs and propose new program solutions, and 5) act as the primary point of contact for all Research programs.Responsibilities:Engagement Management

• Inspire customer confidence through timely and reliable execution of services
• Ensure customers track to most effective use of Research programs and solutions
• Create internal account plans for customers to identify areas of needs
• Establish a cadence of communicating with customers about adoption of trends, sentiment, and mining opportunities for engagement
• Conduct customer training and onboarding activitiesProgram Management
  • Lead and deliver initiatives and customer engagements and programs
  • Manage all phases of customer program lifecycle to ensure successful deliveryProblem Solving
    • Identify the most critical aspects of a problem and guide business focused solutions and recommendations that drive customer value
    • Initiate changes to program direction where required, and able to decide and act without the total picture
    • Able to successfully navigate internally to solve customer problemsCommercial Orientation
      • Help protect the core value of the relationship and identify strong opportunities for growth (Retain, Recognize and Recommend)
      • Understand and uncover client needs, initiatives, and deployment opportunities to develop and align prioritized programs for customers with identified milestones and goalsAdvocacy
        • Identify opportunities for clients to act as advocates (e.g. testimonials, case studies, etc.)
        • Analyze customer utilization patterns to identify areas of opportunity, risk, and need
        • Share best practices with customers and encourage their adoption and usage of program deliverables and insightsOperational Support
          • Provide operational support for the customers under your management to give customers a primary point of contact for all issues related to Research programs and solutions
          • Collaborate with Research Intelligence Experts and Data Management and Analytics team to resolve inbound customer issues/questions, data submissions and QA and scheduling needs
          • Partner internally on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaignsRequirements
            • Bachelor's degree required
            • 5+ years of customer service, training, or sales experience
            • A deep customer service focus with strong attention to detail
            • Proactive, strategic, and creative thinker with a collaborative approach to problem solving and project management
            • Previous experience with large (top 100) financial services clients a plus
            • Analytical and quantitative aptitude
            • A proven ability to build long-term customer relationships
            • Excellent communication and interpersonal skills with the ability to interact with clients at all levels (analyst to executive)
            • High computer literacy and ability to learn new software
            • Occasional client facing travel required, estimated to be less than 10% of the timeThe salary range for this position is $120,000 - $150,000. Other compensation includes participation in a commission plan based on individual sales results. ProSight offers an outstanding benefits package with comprehensive insurance coverage, a 401(k) plan with company match, flexible paid time off, hybrid and remote working models, tuition assistance and the ability to work in a collaborative, team-oriented environment.To learn more about our company please visit,, and
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Keywords: ProSight Financial Association, Downers Grove , Customer Success Manager, Executive , Chicago, Illinois