The private capital market hosts $14 trillion of investment that funds massive innovation around the world; yet much of it still operates on manual processes and fragmented legacy systems. Think of the New York City subway system running on analog machines!

Anduin’s mission is to revolutionize investing in the alts and empower LP-GP relationships by building better workflows, data processes, and technology integrations. Our award-winning products, Fund Subscription, Data Room, and Investor Access, have raised $200 billion in capital across 60,000+ investors for venture capital, private equity, and hedge funds. In 2023, nearly 5% of all global capital raised was through Anduin, and we’re just getting started!

Since our founding in 2014, we’ve brought together deep private market expertise with leading technologists. Our world-class team has grown to over 140+ talented individuals across Asia, Canada, Europe, and the US all focused on transforming private market transactions.

As an Implementation Manager, you’ll own onboarding for mid-to-high complexity Enterprise GP customers. You’ll lead project execution, manage cross-functional teams, and ensure customers achieve time-to-value quickly and effectively. You’ll also serve as the post-implementation point of contact for troubleshooting and support.

As a Customer Success Manager (CSM) at Anduin, you’ll own the entire post-sale customer journey from implementation kickoff through renewal and expansion. You will be the primary partner and trusted advisor to our GP clients, ensuring that each customer realizes measurable value from Anduin’s platform while deepening their engagement across our product suite.

You will drive adoption, retention, and growth across a portfolio of clients by combining strong relationship management, technical understanding, and strategic account planning.

Key Responsibilities

• Serve as the main point of contact from onboarding through renewal, ensuring a seamless and high-value customer experience.

• Lead business reviews and strategic check-ins with senior stakeholders to align on goals, share product insights, and showcase ROI.

• Proactively monitor account health using adoption and usage metrics; develop mitigation plans for at-risk accounts.

• Partner with Implementation Managers and Digitization Consultants to ensure clients achieve time-to-value quickly and adopt best practices.

Growth & Relationship Management

• Deepen Anduin’s footprint within each account identifying opportunities for renewal, upsell, and cross-sell across product lines.

• Build strong relationships across multiple teams within the customer organization to expand Anduin’s value delivery.

• Collaborate with Sales and Product to identify reference accounts, case studies, and product champions.

• Leverage client feedback to influence product roadmap and prioritize key enhancements.
  
  

Strategic & Cross-Functional Collaboration

• Collaborate closely with Product, Engineering, and Digitization teams to translate client needs into solutions.

• Document learnings and process improvements to support scalability and operational excellence across the CS organization.

• Represent the voice of the customer internally driving alignment on priorities and surfacing recurring themes to inform roadmap direction.

• Partner with Marketing and Sales to identify expansion opportunities and promote client success stories.
  
  

Success in This Role Looks Like

• High Adoption & Utilization: Customers actively use Anduin’s products across core workflows, achieving measurable value and operational efficiency.

• Strong Retention & Renewals: Consistently achieve renewal targets and maintain a low churn rate within your book of business.

• Expansion Opportunities Identified: Surface and close opportunities for cross-sell and upsell, collaborating with Sales to drive incremental revenue growth.

• Customer Health & Satisfaction: Maintain healthy customer health scores and deliver exceptional client satisfaction (CSAT/NPS).

• Proactive Issue Resolution: Anticipate risks, communicate effectively, and rally cross-functional resources to resolve challenges quickly.

• Strategic Partnership: Earn the trust of senior stakeholders by demonstrating deep understanding of their business and influencing long-term roadmap alignment.

• Collaboration & Process Improvement: Contribute to internal knowledge-sharing, playbook development, and scalable CS practices that elevate the entire team.
  
  

Job Qualifications:

• 2–5 years of experience in Customer Success, Account Management, or Implementation within a B2B SaaS company.

• Proven track record of owning renewals, driving adoption, and growing revenue across a portfolio of accounts.

• Excellent communication and relationship management skills, with the ability to influence senior stakeholders.

• Strong analytical, problem-solving, and organizational abilities.

• Comfortable managing multiple accounts and priorities in a fast-paced, high-growth environment.

• Experience collaborating cross-functionally with Sales, Product, and Engineering teams.
  
  

Preferred:

• Experience in Private Markets, Financial Technology, or Legal Technology.

• Exposure to white-glove, enterprise-level client models.

• Familiarity with project management tools (Smartsheet, ClickUp) and CRM systems (Salesforce).

• Startup or high-growth SaaS experience.