Senior Customer Success Manager, Capital Markets

Description

About Guideline

Guideline is a global provider of ad intelligence and media plan management technology, powering the strategy, planning, and management of advertising buying and selling for the world’s leading enterprises. Our solutions deliver the industry’s most comprehensive and timely insights, enabling publishers, agencies, brands, investors, and consulting firms to optimize media performance and drive superior business outcomes.

Guideline’s proprietary spend and pricing data represents approximately $200 billion in annual media investment across 65 countries, providing the most complete and transparent view of the global advertising marketplace available today. In 2026 we are accelerating our investment in analytics and AI-powered solutions for the advertising and capital markets industries.

About the Role:

As a Senior Customer Success Manager on Guideline’s Capital Markets team, you will own strategic relationships with the leading buyside firms including hedge funds, mutual funds, quant funds and private equity firms— institutions that rely on our advertising and media intelligence data to inform investment decisions. You will also play a key role in building and nurturing relationships with alliance and distribution partners — including market data platforms. You will be at the forefront of ensuring our clients extract durable, repeatable value from our data. You will play a pivotal role in driving adoption, engagement, and overall satisfaction, from trial and onboarding through renewal and expansion. Your consultative approach, proactive mindset, and fluency in how investment teams actually work will be key in fostering strong relationships that enable Guideline’s success.

Responsibilities:

· Own the end-to-end client relationship: Take ownership of the client lifecycle across research, data strategy, and procurement stakeholders by driving adoption, sustained data consumption, best practices, and satisfaction with Guideline solutions.

· Account Management: Build and nurture strong, long-term relationships across the investment organization including analysts and portfolio managers, quantitative researchers, data strategy teams, and compliance, ensuring they maximize the value of our data.

· Renewal and Expansion: Own the client renewal process, proactively managing timelines against research and data budget cycles, and engaging clients throughout the year to ensure exceptional service and seamless contract renewals. Grow accounts through additional users, datasets, history, and adjacent teams or strategies.

· Client Retention: Drive satisfaction by regularly engaging clients to understand their research priorities and investment process, and by identifying opportunities to expand coverage where our data adds signal.

· Success Planning: Develop and implement tailored success plans for each client, aligning our data with their evolving research workflow to increase the likelihood of renewal and long-term growth.

· Data-Driven Engagement: Track client health signals including data consumption and engagement, 13F analysis and stakeholder coverage to surface risks or challenges that could impact renewal outcomes.

· Collaboration: Work closely with sales, product, data engineering, and legal and compliance teams to remove obstacles to renewal, including data delivery issues, and licensing terms, and ensure clients’ expectations are met or exceeded.

· Identify opportunities for product expansion: Work cross-functionally with product and sales teams to identify where capital markets demand should shape the roadmap with new datasets, higher frequency, entity and ticker mapping, or derivative signals.

· Support the research workflow: Guide clients through evaluation and onboarding including educating clients on data dictionaries, methodology, sample deliveries, backtests, and proofs of concept, and advise on how to leverage Guideline data and software to answer their specific investment questions.

· Conduct consultations, demos, trainings and QBRs: Engage clients in consultations, demos, onboarding sessions, and Quarterly Business Reviews (QBRs). Educate analysts and researchers on data structure, coverage, and methodology, and drive value realization.

· Stay abreast of product, market, and industry changes: Stay informed about our product roadmap, the advertising market our data measures, and developments across the alternative data industry, ensuring clients are equipped to leverage new offerings effectively and stay ahead of both consumer trends and their peers.

Requirements

· Minimum of 5-8 years of experience in a client-facing role, preferably in customer success, account management, client-facing research, or consulting for market data, alternative data, or B2B SaaS.

· Prior experience serving capital markets clients — hedge funds, mutual funds, private equity. Familiarity with how investment teams source, evaluate, and operationalize alternative data is strongly preferred; knowledge of the advertising and media intelligence landscape is a plus.

A growth-oriented mindset

· Critical thinking and a solution-oriented mindset. Ability to identify - and act on - opportunities for improvement in process, data usage, client engagement, and cross-functional collaboration, with comfort navigating technical and quantitative conversations.

· Excellent written and verbal communication skills, including the ability to translate methodology and data limitations clearly for a sophisticated, skeptical audience.

· Highly organized and responsive to customer needs and internal teams.

· Curiosity and eagerness to learn, explore, and teach others.

· Exceptional relationship-building skills with empathy for client pain points and a dedication to resolving issues effectively.

· Demonstrated ability to manage competing priorities with a sense of urgency while maintaining professionalism and accuracy.

· Working knowledge of the compliance considerations that govern alternative data in capital markets — MNPI, personal data, web-sourced data, and permitted-use and licensing restrictions — and the judgment to know when to involve legal and compliance.

· Proficiency in Excel, PowerPoint, and Salesforce; experience with Jira, Gong, and market data, alternative data, or advertising intelligence platforms is preferred

· Bachelor’s degree in finance, economics, business, communications, information technology, or related field preferred