Lead Technical Customer Success Manager

• Bipsync is a fast-growing financial technology SaaS company with a product thoughtfully designed to optimize research management.
• Our customers include the world’s leading Al locators, Asset Managers, and Alternative Fund Managers.
• You will be joining an established Customer Success team and will own the client support operation and ensure consistently high-quality, timely, and professional responses across all channels.
• Bipsync has a blended office policy: combining the flexibility to work from home on a periodic basis along with collaborative in-office days at our Industrious-managed office at 25 Broadway.
• Competitive salary with the potential for a discretionary bonus on top of the base salary.
• We offer significant benefits in an exciting, friendly and flexible work environment.
• We are an equal-opportunities company that values diversity, and encourage all qualified applicants to apply. Please don’t hesitate to send in your application even if you don’t fully meet all the criteria.

Bipsync is a leading provider of research and workflow management solutions purpose-built for investment management. We use modern technologies, agile processes, and user-centered design to drive speed, agility, quality, and efficiency into our clients’ processes to drive better decisions, faster. Bipsync clients span the entire investment management industry across asset class, strategy and size. The world’s largest allocators right through to pre-launch fund managers rely on Bipsync as a single system of record and modern productivity environment to help them power their unique investment processes and drive operational excellence.

The Research Management market is worth billions of dollars, but until now has been served by old-fashioned, legacy software companies. Our modern, mobile-friendly, design-focused product quickly established a foothold and reputation, and now wins over most clients when we’re up against the competition. The opportunity is massive.

We’re a fast-growing business with solid investment, a proven product strategy and a lucrative target market. This brings a number of benefits, including a high level of autonomy, a tightly-knitted team, and a lack of bureaucracy. The Bipsync team is driven by creative people who want to build extraordinary products for an underserved market.

The Lead Technical Customer Success Manager is a senior member of the Customer Success function, accountable for delivering an exceptional support experience for Bipsync clients and for leading the day-to-day operation of the client support team. You will own the support workflow end-to-end—triage, escalation, resolution, communication, and continuous improvement—ensuring issues are handled with urgency, clarity, and high quality.

In this role, you will set the standard for support execution, coach and develop support team members, and partner closely with Product and Engineering to improve product reliability, reduce recurring issues, and strengthen customer outcomes. You will also help evolve our support model, tooling, and knowledge base to scale with the business.

• Act as a senior technical point of contact for clients and the Customer Success Associates, owning complex technical queries and escalations end-to-end.
• Manage and prioritise the support queue; lead daily triage and ensure clear ownership, next steps, and expected timelines.
• Act as escalation point for high-impact or complex customer issues; coordinate cross-functional resolution with Engineering, Product, and Customer Success.
• Ensure support communications are clear and proactive; maintain strong stakeholder alignment during incidents or sensitive escalations.
• Define and maintain support playbooks, SOPs, templates, and a structured internal knowledge base to improve speed and consistency.
• Track, analyse, and report on support performance and customer pain points (e.g., volume, response times, resolution times, recurring themes); turn insights into actions.
• Drive continuous improvement initiatives (process, tooling, documentation, quality checks) to reduce friction and increase customer satisfaction.
• Partner with Product to…