About the Company
BlueMatrix, a Thoma Bravo portfolio company, owns and operates several proprietary software platforms that are used by +1,000 financial institutions to author and distribute emails, reports and insights to investors around the world. BlueMatrix has successfully expanded across Europe and the Americas.
About the Role
We are now looking for an Customer Success Manager to support its growth in the APAC region. The Customer Success Manager will report to the Regional Director, Client Solutions, and they will also work closely with the company’s Japanese clients and account management team. They will be primarily responsible for cultivating and maintaining excellent relationships with clients to build loyalty and retention while promoting increased usage and adoption of products.
Responsibilities
- This includes providing high-quality technical support to clients and internal stakeholders:
- Acts as the lead trusted advisor, establishing multi-threaded alignment with key stakeholders through rigorous account reviews and long-term strategic planning.
- Works closely with the Sales team to support the region’s growth: from identifying expansion opportunities to supporting with technical product demonstrations.
- Combines an expert-level command of the platform ecosystem with a proactive awareness of the competitive SaaS landscape to articulate clear product differentiators and influence regional strategy.
- Leverages account health metrics to proactively deploy data-driven intervention strategies, mitigating churn.
- Maintains high-fidelity data integrity within CRM systems to provide internal leadership with precise regional forecasts, renewal projections, and actionable business intelligence.
- Navigates the unique procurement cultures and consensus-building requirements) inherent to the Japan and APAC markets to ensure seamless contract execution and partnership stability.
- Responding to technical support requests via phone, email, chat and ticketing systems in a timely and professional manner;
- Diagnosing, troubleshooting, and resolving software or configuration issues raised by customers or internal teams;
- Logging and tracking issues through to resolution using appropriate ticketing or CRM systems; and
- Liaising with product and development teams to communicate recurring issues or product feedback.
Account management: the Customer Success Manager will be responsible for the overall satisfaction and revenue expansion of existing accounts within the Japan and wider APAC region.
Legal, technical and commercial responsibility: the Customer Success Manager will at all times conduct themselves with integrity and ensure they maintain the strictest confidentiality and adhere to all current and future legal and commercial requirements of the industries in which the company operates.
They will also be responsible for remaining abreast of appropriate domestic and international software and technology trends to ensure their knowledge and skillsets are current and relevant.
Qualifications
- Executive Presence & Multistakeholder Orchestration: The ability to navigate complex organizations, building consensus across IT, Legal, and Finance while aligning solutions with C-Suite strategic objectives.
- You will act as a cross-functional advocate, serving as the "Voice of the Customer" to internal Product and Engineering teams to resolve roadblocks and influence the product roadmap.
- Strategic Account Architecture: The expertise to develop multi-year account maps that forecast growth, identify white-space opportunities, and ensure long-term value realization.
- Commercial & Lifecycle Management: Proven experience leading complex negotiations for renewals and expansions, including price uplifts and strategic cross-selling.
- Consultative Change Management: The ability to act as a trusted advisor to overcome internal resistance and prescribe workflow adjustments, ensuring deep product integration into the client’s daily operations.
- Data-Driven Account Health: Proficiency in utilizing product usage metrics and health scores to proactively identify churn risks and data-backed expansion triggers.
- Regional Market Fluency (Japan/APAC): A sophisticated understanding of the Japan and wider APAC business landscape, including the ability to navigate local procurement cultures and consensus-based decision-making processes (Nemawashi) to ensure partnership stability.
Required Skills
You will demonstrate the following core competencies throughout your interactions with clients and internal stakeholders:
Skills Required
- Executive presence and ability to orchestrate stakeholders across IT, Legal, Finance, and C-suite organizations
- Ability to advocate for customers and influence Product and Engineering teams
- Expertise developing multi-year account maps, forecasting growth, and identifying expansion opportunities
- Proven experience leading complex renewal and expansion negotiations, including price increases and cross-selling
- Ability to provide consultative change management and drive product integration into customer workflows
- Proficiency using product usage metrics and account health scores to identify churn risks and expansion opportunities
- Sophisticated understanding of Japan and APAC business landscapes, procurement cultures, and consensus-based decision-making
- Ability to provide technical support, diagnose and troubleshoot software or configuration issues, and track tickets through resolution
- Ability to maintain accurate CRM data, forecasts, renewal projections, and account intelligence
- Commitment to confidentiality, integrity, and applicable legal and commercial requirements
What We Do
At BlueMatrix, we empower investment professionals with unique technology solutions to seamlessly author, distribute, consume, and evaluate investment research. Our clients range from leading international investment banks and wealth-management firms to independent research boutiques. BlueMatrix applications offer research productivity and compliance solutions for both sell-side and buy-side companies. The benefits of our systems include compliance oversight, company profiles, entitlements and internal readership statistics. At the company, we believe our success is contingent on maintaining close relationships with clients, allowing us to provide individually tailored solutions, and we place a premium on accountability, neutrality, and transparency. BlueMatrix is headquartered in New York City with offices located in Durham, NC; London; Edinburgh; and Timișoara, Romania. Follow BlueMatrix on Linkedin for an inside look at the company and what its like to work here.
