Customer Success Manager (Onboarding, US hours)

The opportunity Simply Wall St is the portfolio command centre for 8 million investors across 180 countries. We started out levelling the playing field with institutional-grade stock research made simple and visual — today, we're where everyday investors track their portfolios, analyse companies, and make confident, long-term decisions, all in one place. New subscribers join Simply Wall St every day, and how well we onboard them shapes whether they stick around. You'll be the person who makes sure that first experience lands: running personalised 1:1 onboarding sessions, helping new subscribers set up their first portfolio, and showing them the features that matter most to their investing goals — from Snowflake analysis to Screener, Discover, watchlists and alerts. You'll work closely with our Customer Experience Manager and an existing Customer Success Manager, sharing the onboarding caseload as subscriber volumes grow, and collaborating with Product, Marketing and Engineering along the way. This is a remote role with working hours aligned to US time zones, to cover onboarding calls and check-ins during our US subscribers' business hours. As the Customer Success function grows, there's a clear path to take on greater ownership of the broader CS lifecycle and retention strategy. The role You'll help make sure every new subscriber gets real value from Simply Wall St from day one - through personalised 1:1 onboarding, portfolio setup and early check-ins that help them get the most from their subscription. You'll work directly with subscribers, alongside our Customer Experience Manager and Customer Success Team, along with working closely with our Product, Marketing and Engineering teams. You'll play a key role in delivering a consistent, high-quality onboarding experience, driving early activation and product adoption, and turning what you learn from customers into insights that help us continually improve the experience. What you'll own Personalised onboarding — Run 1:1 onboarding sessions with new subscribers: understand their investing goals, help them get set up, and drive portfolio activation by helping them create, import or connect portfolios and add holdings correctly. Product education — Build product understanding by walking customers through the features most relevant to them, so they get to value quickly rather than figuring it out alone. The onboarding journey, end to end — Own welcome communications, check-ins, onboarding calls and follow-up, and proactively reach out to subscribers who haven't completed key onboarding steps or aren't yet getting value from the platform. The product feedback loop — Capture recurring themes from onboarding conversations — feature gaps, usability issues, portfolio problems, customer expectations — and turn them into structured insights for Product. Retention impact — Connect onboarding activity to our 30/60/90-day Customer Success lifecycle, and hit the target for new subscribers activated and getting value within their first 14 days. What success looks like in 12 months Our subscribers stick around and get more from Simply Wall St because their onboarding was personal, clear and genuinely useful New subscribers find Simply Wall St — and you — a pleasure to get started with You've built the onboarding playbook the team runs on as subscriber volumes grow You're ready to step up as the Customer Success function's remit expands About you We'd love to hear from you if most of this sounds like you — you don't need to tick every box: You've got experience in customer success, onboarding, account management or a similar customer-facing role, ideally in a subscription or SaaS business You're highly organised and thrive on running multiple onboarding conversations at once without letting details slip You communicate clearly in writing and in person, and can explain product features simply and confidently You're customer-focused: you build rapport fast, read the room, and people trust you to help them succeed You pick up new tools fast (experience with CRM or customer success platforms like Intercom or Zendesk is a bonus, not a requirement) You're curious about financial markets and investing — or excited to learn You want to grow with a business, not just fill a seat Why join? Real impact from day one: help shape the onboarding experience for a fast-growing base of investors, inside a company that's already profitable. Real career trajectory: a defined path to greater ownership of the Customer Success lifecycle and retention strategy as the function grows. A product with pull: our 8M investors don't just visit, they run their portfolios here — you're helping them get real value from day one. Perks Flexible remote work : work where you're most productive Share Club : cash to invest, a free SWS subscription, and regular sessions to talk stocks with the team L&D fund : we invest in your growth Team events & hackathons : come together and push what's possible