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About the Role

SS&C Intralinks is seeking a Senior Customer Success Manager to drive customer renewals, retention, and product adoption within a SaaS environment. The role involves acting as a trusted partner to customers, ensuring they maximize value from solutions and building long-term relationships.

Responsibilities

• Own and manage the full customer lifecycle, from onboarding and adoption through to renewal and expansion.
• Drive proactive engagement with customers to support successful renewals and minimise churn.
• Identify and forecast renewal risks and opportunities, partnering closely with Sales where required.
• Deliver customer training sessions and enablement programs to increase user engagement and platform adoption.
• Guide customers on best practices to maximise the value and utilisation of the platform.
• Act as the primary point of contact for assigned accounts, building strong, trusted advisor relationships with key stakeholders.
• Lead regular business reviews, demonstrating product value and ensuring alignment with the customer’s strategic goals.
• Collaborate with cross-functional teams, including Sales, Product, and Support to resolve issues and enhance overall customer satisfaction.
• Identify and develop customer champions to support advocacy initiatives such as case studies, testimonials, and referrals.
• Monitor customer health metrics, adoption trends, and usage data to inform engagement and retention strategies.
• Gather and communicate customer feedback to Product and Engineering teams to help influence product enhancements and roadmap priorities.
• Maintain a high level of professional engagement and flexibility, including participation in key team or client events outside standard business hours when required to support relationship building and visibility.

Requirements

• 5+ years’ experience in Customer Success, Account Management, or a similar client-facing role within a SaaS environment.
• Proven track record of driving renewals, reducing churn, and improving customer retention.
• Strong understanding of customer success methodologies, account planning, and customer lifecycle management.
• Excellent communication, presentation, and stakeholder relationship-building skills.
• Data-driven mindset with experience using CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools.
• Ability to operate effectively in a fast-paced, growth-focused environment.
• Experience managing mid-market or enterprise SaaS customers.
• Background in driving product adoption, customer training, or change management initiatives.
• Strong commercial and business acumen, with the ability to align SaaS solutions to measurable customer outcomes.

Skills

• SaaS
• Customer Success
• Account Management
• Salesforce
• Gainsight
• CRM
• Customer Success platforms
• Fintech industry experience
• Product adoption
• Customer training
• Change management

Location

• Windsor, Connecticut

Work Type

• Hybrid Work Model

Experience Level

• Senior

Benefits

• Income Protection Insurance
• Flexible Time Off
• Private Health Insurance discount
• Primary & Secondary Paid Parental leave
• Death & TPD Insurance
• Discounts on fitness clubs, travel and more!

About the Company

• SS&C is a leading financial services and healthcare technology company based on revenue.
• Headquartered in Windsor, Connecticut, with 27,000+ employees in 35 countries.
• Serves 20,000 financial services and healthcare organizations.
• SS&C Technologies is the world’s largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency.
• SS&C's unique business model combines end-to-end expertise across financial services operations with proprietary software and solutions.
• SS&C Intralinks is a global technology provider of inter-enterprise content management and collaboration solutions.

Equal Opportunity

• Committed to Welcoming, Celebrating and Thriving on Diversity
• SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.