Senior Principal Customer Success Manager – Investment Management Software and Services

Senior Principal Customer Success Manager – Investment Management Software and Services

Join some of the most innovative thinkers in Fin Tech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say hello to Sim Corp.

At its foundation, Sim Corp is guided by our values — caring, customer success‑driven, collaborative, curious, and courageous. Our people‑centered organization focuses on skills development, relationship building, and client success.

The Principal Customer Success Manager (CSM) is the key partner helping our customers reach their strategic objectives and optimize the benefits from their investment with Sim Corp.

• Serve as the primary post‑sale relationship manager, focusing on the delivery of value through platform adoption of Sim Corp One.
• Work consultatively with the client to identify opportunities that create additional customer business value through problem solving and value engineering.
• Collaborate closely with colleagues across the business to ensure operational matters are properly addressed, product capabilities align with customer needs and services are effectively delivered.
• Measure success on the health of the customer relationship, depth and strength of the relationship, and the ability to deliver value through adoption while driving growth in the book of business.
• Maintain effective communication in a cross‑regional, multi‑cultural environment.
• Coordinate with the Service Delivery Manager and Customer Executive on operational and strategic matters, balancing 70% adoption and 30% expansion activities.
• Promote customer focus and internal collaboration; be the primary point of contact for the customer's business community on adoption and consumption of the Dimension functionality and services.
• Drive customer adoption, optimize utilization of the platform, introduce best‑practice adoption from the Sim Corp Adoption Playbook, and guide top management on extracting maximum value.
• Apply knowledge of application and services to recommend solutions for improving adoption, including upsell and cross‑sell where appropriate.
• Coordinate the engagement of users, functional and technical specialists within the customer and Sim Corp teams.
• Outline measurable KPIs to track progress toward adoption, and demonstrate how recommended actions contribute to business outcomes.
• Drive renewals by ensuring adoption and usage that leads to full contract renewal and expansion of scope/usage.
• Identify optimization areas and demonstrate new functionality or services that drive further business value for the client.
• Work with Sales and Sales Specialists for complex renewals and support business cases with success stories and reference cases.
• Manage strategic client and customer relationships, maintain stakeholder expectations, and use the adoption success plan to guide adoption.
• Establish and maintain C‑level trusted relationships, engage in discussing industry trends, problem solving and business opportunities.
• Own the customer success plan, co‑create and update it regularly with the customer, and ensure execution of the plan’s activities.
• Organize regular business reviews (QBRs), prepare and follow up.
• Analyze NPS survey results and manage corresponding action plans.

• Applies knowledge of Investment Management / Buy‑side Technology to deliver business insight and help customers meet their business outcomes.
• Extensive experience throughout the Investment Management / Asset Management value chain.
• Experience with Customer Success Planning and driving adoption; guiding on Customer Success Paths.
• Ability to navigate complex organisations to bring the right commercial offers to the customer at the right time.
• Commercially focused approach with strong commercial acumen.
• Ability to align and work with extensive stakeholders across multiple levels.
• Results‑focused and action‑oriented.

• Hybrid work arrangement.

Attractive salary, bonus scheme, and pension are essential. In addition to the traditional benefit scheme, we offer a good work and life balance: flexible working hours and a hybrid workplace model. Sim Corp follows a global hybrid policy, asking employees to work from the office two days each week while allowing remote work on other days.

Sim Corp is an equal opportunity employer and welcomes applicants from all backgrounds, without regard to race, gender, age, disability, or any other protected status under applicable law. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work.