Customer Success Manager (Hybrid)

Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets.

Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 600 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Finland and beyond. 

The Role

We are seeking a proactive and customer-focused Customer Success Manager to join our Strategic Customer Success team. In this role, you will be the primary point of contact for a book of business within our Strategic accounts, ensuring these customers receive exceptional support, guidance, and value from our products and services.

This is a high-impact role that requires a blend of relationship management, problem-solving, and process efficiency to drive customer satisfaction, retention, and growth at scale.

Key Responsibilities:

Customer Engagement & Support: Act as the dedicated Customer Success Manager for a pool of Strategic accounts, managing the entire customer lifecycle and collaborating with Account Managers to enhance engagement strategies.

Proactive Account Management: Monitor account health and usage data to identify risks and opportunities, and proactively engage customers to drive adoption and satisfaction.

QBRs for Key Stakeholders: Host brief, data-driven Quarterly Business Reviews (QBRs) with key stakeholders to highlight value, share insights, and align on goals and opportunities.

Issue Resolution: Collaborate with cross-functional teams (Support, Product, Sales, Adoption) to resolve customer issues quickly and efficiently.

Customer Advocacy: Act as the voice of the customer by sharing feedback and insights with internal teams to improve the customer experience.

Feedback Collection: Gather customer feedback and insights to help improve products and services. Initiate and drive process improvement initiatives, focusing on efficiency and a customer centric approach to renewals.

Product Knowledge: Maintain a deep understanding of the company's offerings to effectively assist customers and provide accurate information.

Reporting: Generate reports on customer inquiries, resolutions, and satisfaction levels to support continuous improvement efforts.

KEY INTERFACES

• Customer Success Team
• Sales Team
• Product Team
• Editorial Team

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully.

If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on...

KNOWLEDGE, EXPERIENCE AND SKILLS

We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.

• 1-2 years experience of working within customer success or account management - commodities, SaaS, software, tech experience would be highly beneficial
•  The ability to build strong relationships with customers and internal stakeholders
• Exceptional communication skills
• Good technical proficiency with a demonstrable aptitude for excel
• The capacity to learn and master complex product offerings
• Confidence and the ability to build credibility with colleagues and customers
• Knowledge of a second language would be beneficial

If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

Our Values

Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.

Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance
   
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
   
• GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency
   
• INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
   
• CUSTOMER CENTRIC. We are customer-centric in all that we do
   
• COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.

If the position is listed as remote this opportunity is available to applicants based in the following states:
•    Florida
•    Georgia
•    Illinois
•    Massachusetts*
•    North Carolina
•    New Jersey*
•    New York*
•    Oregon*
•    Pennsylvania
•    Tennessee*
•    Texas
•    California
•    Colorado
* Denotes states with office locations to support hybrid working.

Otherwise the position will be located as shown in the advert.

You can see that  on a map here: US Hiring States

You’ve read a little about us – now it’s over to you!

If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day.

It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great.