Customer Success Manager

Location: Toronto

Irwin is one of the fastest-growing FinTech companies in Canada. We are based in Toronto and are a leading provider of capital markets-focused financial technology with a mission to seamlessly connect the world's capital seekers and allocators to make them more productive, innovative, and successful. Our flagship product, Irwin, is a software platform used by investor relations and investment banking professionals all over the world. In October 2024, Irwin joined FactSet and added its investor relations solution to its existing offering.

Key Responsibilities 

• Build relationships with current clients and help them maximize their use of Irwin. 

• Growing and retaining our customer base through value-adds and trusted advisorship. 

• Onboard our customers successfully, making them masters of the Irwin platform. 

• Constantly communicating with customers to deliver value and inform them on new product releases. 

• Work cross functionally within the company to communicate with all stakeholders in customers' success. 

• Manage all reporting about the health of customers' accounts. 

• Identifying opportunities or issues within the product based on customer feedback and empowering the product team with this information. 

Who You Are 

• Bachelors Degree required.

• 3-5+ years of experience in customer success as a quota-carrying independent contributor role. 

• A passion to drive the business forward via expansion and retention revenue (NRR).  

• The ability to build strong relationships with customers, understanding & anticipating their needs while understanding their pains. 

• High energy with a hands-on approach combined with the capacity to think strategically in a fast-paced, dynamic environment is required. 

• Outstanding persuasive verbal and written communication skills are required. 

Nice to haves 

• Experience in either an investor relations role at a public company, investor relations consulting role developing and executing an IR strategy, corporate access, sales & trading or CS/Sales of a capital markets-related technology products. 

• Experience using investor relations and financial data platforms for investor targeting, shareholder monitoring, activity tracking, and financial reporting/modeling. 

What's In It For You 

•  At FactSet, our people are our greatest asset, and our culture is our biggest competitive advantage. Being a FactSetter means: 

• Contributing to a firm with over 40 years of consecutive growth, named a Best Place to Work by Glassdoor and led by a top-rated CEO Talent Champion. 

• Support for your total well-being. This includes health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and companywide wellness days.  

• Flexible work accommodations. We value work/life harmony and offer our employees a range of accommodations to help them achieve success both at work and in their personal lives. 

• A global community dedicated to volunteerism, sustainability, and inclusivity, where collaboration is always encouraged, and individuality drives solutions. 

• Career progression plans with dedicated time each month for learning and development. 

• Employee-led Business Resource Groups that align with our DE&I strategy and are wholly supported by Executive Management. 

• Learn more about our benefits here. 

Returning from a break? 

• We are here to support you! If you have taken time out of the workforce and are looking to return, we encourage you to apply and chat with our recruiters about our available support to help you relaunch your career. 
   

This role reports directly to the Director and Vice President of Customer Success.  

Company Overview: 

FactSet (NYSE:FDS | NASDAQ:FDS) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees’ Choice Award winner. Learn more at www.factset.com and follow us on X and LinkedIn. 

At FactSet, we celebrate difference of thought, experience, and perspective. Qualified applicants will be considered for employment without regard to characteristics protected by law.