Client Success Manager

About ESG Book

ESG Book powers financial markets with the insight needed for a more sustainable future.

By seamlessly integrating sustainability data with an advanced disclosure platform, we enable financial institutions and corporates to share and interpret mission-critical sustainability information.

Established in 2018, ESG Book's cloud-based solutions are trusted by the world’s largest banks, corporates, investors, and consultants to navigate the complexities of sustainability with precision and efficiency.

Headquartered in Frankfurt and London, with offices globally, ESG Book's clients and partners include Citi, HSBC, Accenture, Google, and Bloomberg.

Our ambition is to support our clients to build a more sustainable economy. Our core values guide our daily actions as we strive to create lasting change. Our open, collaborative culture provides a nurturing environment for personal and professional growth, enabling us to achieve remarkable outcomes for our clients and stakeholders.

The role :

We are looking to hire a Client Success Manager (CSM) in London to join our recently established Client Success (CS) function.

The ideal candidate will have a strong background in strategic account planning, client relationship management, and a consultative approach to problem-solving. This role requires a proactive leader who can not only drive growth and foster client satisfaction but also deeply understand client challenges and translate them into actionable solutions.

Success in this role will require a product-oriented mindset, the ability to assess client needs, and the skills to guide them in leveraging our platform and data solutions effectively. Candidates with experience in consulting, product management, or working closely with product teams will be equally well-positioned to succeed as experienced client success managers.

You will report to our Head of Client Success while working closely with the global Sales and Client Enablement Services (CES) team. You should be a strategic thinker with strong analytical skills, capable of effectively representing our organisation in key client relationships.

Key Responsibilities

• Customer Journey & Adoption: Help customers understand the overall journey map and overview the seamless onboarding of new clients (partnering with the CES team) to ensure successful adoption and usage.
• Portfolio Management: Manage a portfolio of clients, performing regular business reviews (QBRs) to drive customer health scores and ensure maximum value realisation.
• Project Management: Manage complex client integrations and transition projects, detailing deliverables, key milestones, and success indicators to ensure technical success.
• Retention & Growth: Focus on customer retention and achieving target retention rates; collaborate with Sales Account Executives to identify and help drive upsell and cross-sell opportunities.
• Voice of the Customer: Act as the voice of the customer, relaying feedback through appropriate channels and delegating or escalating customer queries, issues, and feedback to resolution.
• Internal Leadership: Provide hiring support and train newcomers to the team; mentor junior members on product knowledge and CS best practices.
• Strategic Contribution: Support departmental "Rocks" (strategic quarterly/annual objectives) to improve the function’s scalability and efficiency.
• Relationship Building: Develop and foster deep, long-lasting relationships with a portfolio of clients, acting as a trusted advisor across different stakeholder levels.

Requirements:

• 5+ years of work experience with at least 3+ years specifically in a client success, account management, consulting or similar client-facing role, working with financial institution, preferable banks and ideally a background in SaaS platforms or data & analytics solution.
• Higher education with a bachelor’s degree in business, Sustainability, or a related field.
• Candidates with experience with financial institutions, especially with banks, and having ESG/sustainability knowledge, will be given priority.

Skills:

• Ability to think critically and strategically to develop and implement effective client success strategies.
• Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with senior stakeholders.
• Proven track record of achieving client success targets and driving business growth through strategic account management.
• A team player with the ability to manage multiple priorities effectively in a fast-paced, high-pressure environment.

Why Work with Us?

A Mission-Led Culture:

• We’re committed to sustainability and innovation, globally and you’ll feel that in everything we do.
• Help shape the future of sustainable finance while contributing to solutions that drive change.

Opportunities to Grow:

• Our flat structure and dynamic growth mean there’s room for you to step up, or move into different teams, take ownership, and make a real difference.
• Be part of a dynamic team that values your personal and professional growth.

A Collaborative Environment:

• Work in a team where your voice matters
• Work alongside some of the brightest minds in the industry in an open, supportive, and diverse environment.

Flexibility & Balance

• We empower you to achieve work-life balance with flexible schedules.

What we offer?

• Competitive compensation
• Employee share options
• 30 days annual leave excluding bank holidays
• Summer Fridays
• Flexible working hours
• Health insurance & Wellbeing packages
• Cycle to Work
• Learning & Development support

We are an equal opportunities employer. This belief and approach apply to all aspects of employment, including recruitment and selection, opportunities for training, development and promotion and our terms and conditions of engagement.

Apply Now

If you’re excited to be part of a purpose-driven company that values your contributions and offers room to grow, we’d love to hear from you. Join ESG Book and help shape the future of sustainable finance, while building your own, too.