Customer Success Associate II

Description

The Company

Building and executing a great investment strategy shouldn’t require a PhD or a million-dollar budget—it should be simple. As a leader in fintech and wealth-tech, YCharts empowers financial advisors, asset managers, and wealth managers with best-in-class investment research tools, data visualization, and sales enablement software. Our cloud-based SaaS platform helps users make smarter investment decisions and communicate more effectively with clients. With an 8-time Inc. 5000 Fastest Growing Company honor, we’re a thriving growth-stage company serving top firms like John Hancock, TD Ameritrade, Fidelity, and Charles Schwab.

The Position

We’re looking for a Customer Support Associate II to join our Customer Success team and play a key role in driving engagement, retention, and growth within our Institutional segment. Building upon your experience in customer success, you’ll execute strategic initiatives that enhance client relationships, ensure their needs are met, and provide exceptional support.

In addition to responding to inquiries and troubleshooting issues, you’ll work cross-functionally to surface insights that can drive client engagement and retention. You’ll also identify expansion opportunities, helping to close gaps between client needs and our platform offerings, ensuring continued growth and value delivery to our customers.

Key Responsibilities

• Respond to inbound customer inquiries related to the YCharts platform or account access via email, chat, and phone.
• Troubleshoot product, data, or technical issues, escalating to management or engineering as needed.
• Partner with the Institutional team to support onboarding, re-engagement, and proactive product education.
• Help track and analyze platform usage within the Institutional segment to surface insights that drive engagement and expansion.
• Manage recurring and ad-hoc reporting processes to support Institutional clients and internal stakeholders in a timely manner.
• Assist in developing and implementing systems to monitor usage trends and customer health, enabling data-driven insights that drive engagement and growth.
• Serve as a voice of the customer, sharing feedback and insights with product, marketing, and engineering teams.
• Collaborate with Marketing to create educational resources tailored to different customer segments.

Qualifications & Experience

• 1–3 years of experience in a customer support, client success, or account management role within the fintech, wealthtech, or financial services industry.
• Bachelor’s degree in Finance, Business, Economics, or a related field.
• Strong understanding of capital markets, investment vehicles (Equities, ETFs, Mutual Funds), and portfolio concepts.
• Proven ability to succeed in a fast-paced, collaborative environment—managing and prioritizing multiple projects with strong attention to detail and follow-through.
• Excellent communication skills—both written and verbal—with a passion for delivering great client service.
• Highly organized and detail-oriented with strong time management skills.
• Demonstrated ability to work in a team environment that requires quick turnaround and quality output.
• Proven ability to develop and maintain strong client relationships.

Benefits & Perks:

• 100% employer-paid health, dental, and vision insurance.
• 401(k) match to support your financial future.
• Flexible time off, vacation days, sick days, and a celebration day.
• Paid parental leave to support work-life balance.
• Professional development stipend to help you grow in your career.
• Hybrid work schedule with flexibility to work both in-office and remotely.
• Summer hours so you can enjoy more sunshine.

In-Office Perks:

• Weekly lunch credits to fuel your day.
• Premium beverages and snacks to keep you energized.
• Regular team events and activities to foster a fun and engaging culture.

At YCharts, we are committed to pay equity and transparency in all locations, including compliance with local pay disclosure requirements: the base salary range for this role is $55,000-$65,000 USD, and the Total Cash Compensation range is $60,000-$70,000 USD inclusive of bonuses. The starting salary will be determined based on skills and experience.

Why Join YCharts?

We’re more than a fintech company—we’re a team that values innovation, collaboration, and people-first leadership. Our award-winning culture speaks for itself:

• Inc. 5000 "Fastest Growing Companies"
• Crain’s "Best Places to Work in Chicago"
• Inc.’s "Best Places to Work"
• Built in Chicago’s “Best Places to Work”
• American Banker's "Best Fintechs to Work For"

At YCharts, your ideas matter, your growth is supported, and your impact is real.

YCharts is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees.