Customer Success Manager

FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access to financial data and analytics that investors use to make crucial decisions.  

At FactSet, our values are the foundation of everything we do. They express how we act and operate, serve as a compass in our decision-making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients' needs and exceeding their expectations.  

Location: Hybrid - Toronto, Boston, Chicago, New York

Your Team's Impact

Irwin, a FactSet company, is a leading provider of capital markets-focused financial technology with a mission to seamlessly connect the world's capital seekers and allocators to make them more productive, innovative, and successful. Our flagship product, Irwin, is a software platform used by investor relations and investment banking professionals all over the world. In October 2024, Irwin joined FactSet, enhancing FactSet's offering with its advanced investor relations solution.

What You'll Do

• Build relationships with current clients and help them maximize their use of Irwin.

• Growing and retaining our customer base through value-adds and trusted advisorship.

• Onboard our customers successfully, making them masters of the Irwin platform.

• Constantly communicating with customers to deliver value and inform them on new product releases.

• Work cross functionally within the company to communicate with all stakeholders in customers' success.

• Manage all reporting about the health of customers' accounts.

• Identifying opportunities or issues within the product based on customer feedback and empowering the product team with this information.

What We're Looking For

Required Skills

• Bachelors Degree required.

• 3-5+ years of experience in customer success as a quota-carrying independent contributor role.

• A passion to drive the business forward via expansion and retention revenue (NRR). 

• The ability to build strong relationships with customers, understanding & anticipating their needs while understanding their pains.

• High energy with a hands-on approach combined with the capacity to think strategically in a fast-paced, dynamic environment is required.

• Outstanding persuasive verbal and written communication skills are required.

Desired Skills

• Experience in either an investor relations role at a public company, investor relations consulting role developing and executing an IR strategy, corporate access, sales & trading or CS/Sales of a capital markets-related technology products.

• Experience using investor relations and financial data platforms for investor targeting, shareholder monitoring, activity tracking, and financial reporting/modeling.

What's In It For You 

At FactSet, our people are our greatest asset, and our culture is our biggest competitive advantage. Being a FactSetter means: 

• The opportunity to join an S&P 500 company with over 45 years of sustainable growth powered by the entrepreneurial spirit of a start-up.

• Support for your total well-being. This includes health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and company-wide wellness days.  

• Flexible work accommodations. We value work/life harmony and offer our employees a range of accommodations to help them achieve success both at work and in their personal lives. 

• A global community dedicated to volunteerism and sustainability, where collaboration is always encouraged, and individuality drives solutions. 

• Career progression planning with dedicated time each month for learning and development. 

• Business Resource Groups open to all employees that serve as a catalyst for connection, growth, and belonging. 

Learn more about our benefits here. 

The budgeted salary range for this position in the state of New York is $95,000 - $110,000.

This role reports directly to the Director and Vice President of Customer Success

Company Overview: 

FactSet (NYSE:FDS | NASDAQ:FDS) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees' Choice Award winner. Learn more at  and follow us on X and LinkedIn. 

At FactSet, we celebrate difference of thought, experience, and perspective. Qualified applicants will be considered for employment without regard to characteristics protected by law.