Customer Success Manager

Customer Success Manager

Dakota is a fast-growing, innovative leader in the investment management industry. Through Dakota Marketplace, our premier data-enrichment and content platform, we empower investment managers with qualified leads, solving the critical challenge of identifying the right buyers for their products.

At Dakota, our people drive our success. Based in Philadelphia, we offer a hybrid work environment, combining the benefits of in-office collaboration with the flexibility of remote work. We take pride in cultivating a unique, values-driven culture built on collaboration, respect, and growth.

We are looking for a Customer Success Manager to own a book of accounts, drive retention, and ensure customers are getting genuine value from the platform. You will have clear targets, direct visibility into account health, and a real seat at the table on how the product develops.

This is not a support role. The CSM at Dakota is a strategic partner to the customer and a driver of the business. If you want to do meaningful work and see the results, this is the right place.

• Own a portfolio of accounts and deliver consistent value throughout the customer lifecycle
• Drive net revenue retention through proactive engagement, renewal strategy, and at-risk management
• Conduct quarterly business reviews and strategic account reviews with key stakeholders
• Lead expansion and upsell conversations where appropriate
• Build relationships with decision-makers, heads of distribution, and sales leaders at customer firms

• Lead new customer onboarding and ensure a strong start on the platform
• Drive product adoption through targeted training sessions and best practice guidance
• Develop AI workflows and automation use cases that help customers get more from the product

• Use usage and engagement data to identify opportunities and risks before they surface
• Deliver personalized outreach and value-add communications based on what customers are actually doing on the platform
• Partner with the product team on roadmap discussions and customer feedback

• Experience: 2 to 5 years in a Customer Success role, preferably in SaaS
• Proven Results: Demonstrated track record of driving customer retention and growth
• Skills: Exceptional communication, prioritization, and the ability to handle escalations calmly
• Tech-Savvy: Comfortable with CRM tools, usage analytics, and customer health data
• Proactive: Self-motivated and energetic, someone who finds problems before they become issues
• Industry: Experience in investment management or financial services is a meaningful plus
• Education: Bachelor's degree required

• A product people actually use. Our customers are active fundraisers and our data is best in class.
• A team where your work is visible. Five-person CS team means your accounts are yours and your results are clear.
• Room to grow. We are building out the AI and automation layer of the CS function and you will be part of shaping it.
• Hybrid work environment based in Philadelphia.
• Unlimited PTO, comprehensive health, dental, and vision benefits.