About 9fin
9fin is the AI platform powering global debt markets — the world’s largest asset class at over $145 trillion.
Debt markets are vast, global, and mission-critical, yet still run on fragmented data, PDFs, and manual workflows. 9fin replaces this broken infrastructure with a single platform that centralises proprietary credit data, deep analysis, and high-value workflows across global markets.
Today, 9fin powers teams at 300+ blue-chip institutions worldwide, including global banks, asset managers, private equity firms, law firms, and advisors. The business is scaling at exceptional speed, with rapid expansion in the US and best-in-class retention driven by deep workflow adoption.
We’re at a defining inflection point. With proven product-market fit and strong, global market pull, 9fin is accelerating toward becoming the category-defining platform for debt markets worldwide.
THE OPPORTUNITY
9fin is the AI platform powering global debt markets, the world’s largest asset class at over $145 trillion. Debt markets are vast, global and mission-critical, yet still run on fragmented data, PDFs and manual workflows. 9fin replaces this with a single platform that centralises proprietary credit data, deep analysis and high-value workflows across global markets.
Today, 9fin powers teams at 350+ blue-chip institutions worldwide, including global banks, asset managers, private equity firms, law firms and advisors. The business is scaling at exceptional speed, with rapid expansion in the US and best-in-class retention driven by deep workflow adoption.
We are bringing Client Engagement together as a single global function under our Global Head of Client Engagement. We are hiring Regional Directors to lead it on the ground. You will own retention, adoption and growth for your region (EMEA or the Americas), lead a team of Client Engagement Managers across a tiered coverage model, and turn client insight into action across the business.
This is a role for a proven CS or AM leader who wants to scale a function. You will inherit a strong foundation, shape the next stage, and be accountable for commercial outcomes: gross and net revenue retention, product adoption, and the health of our most important client relationships.
WHAT YOU’LL WORK ON
Every day is different, but here is the kind of work you will lead:
LEADERSHIP & TEAM DEVELOPMENT
•Lead, coach and develop a regional team of Strategic CEMs, Senior CEMs and Client Engagement Managers across the whole region, and the managers beneath you as the team grows.
•Run a tiered coverage model: Strategic CSMs for our most important accounts, Senior CSMs for key accounts, and CSMs for the wider base. Define clear roles, service levels and career paths at each level.
•Hire, onboard and train to a rapid growth plan, with a strong bench of internal successors.
RETENTION, ADOPTION & GROWTH
•Own regional gross revenue retention (GRR), with clear early-warning signals and remediation plans for at-risk accounts.
•Drive seat-level adoption: activate and re-activate users, build champion networks, and embed 9fin in each client’s daily workflow.
•Lead adoption of our newest products, including 9fin AI and Private 9fin, with client-specific programmes and measurable usage goals.
•Design role and client-specific adoption metrics that forecast usage trends, so the team drives usage proactively.
•Partner with Account Management and Relationship Managers on renewals and expansion, with clear ownership at each stage of the client lifecycle.
STRATEGY & OPERATING MODEL
•Translate the global Client Engagement strategy into a regional plan, with the playbooks, success plans and lifecycle programmes to execute it.
•Use health scoring and usage data to decide where the team spends its time, and to move accounts between coverage tiers as their needs change.
•Report regularly on regional KPIs to global leadership: retention, adoption, health, renewals and expansion pipeline.
VOICE OF THE CLIENT
•Represent clients in conversations with Product, Engineering, Data and Editorial, backing requests with evidence such as the accounts affected, the ARR at stake and the workflow impact.
•Work with our Forward Deployed team on strategic accounts, setting shared success criteria and feeding what you learn back into the product.
•Build executive relationships with senior stakeholders at your region’s most important clients.
OPERATIONAL EXCELLENCE
•Use Salesforce, our analytics tools and client engagement platforms to make the team more proactive, with automation where it frees up time for high-value work.
•Keep playbooks, client communications and dashboards current, and create feedback loops that improve the client experience.
WHAT SUCCESS LOOKS LIKE
•Within 3 months: a clear picture of your region’s accounts, risks and team, and a regional plan agreed with the Global Head of Client Engagement.
•Within 6 months: accounts assigned and covered under the tiered model, with health scoring in use and a visible improvement in early-warning response.
•Within 12 months: measurable gains in regional retention, adoption and AI and Private 9fin usage, and a team with the capacity and leadership depth to keep scaling.
REQUIREMENTS
This role will be a great fit if you have:
EXPERIENCE & EXPERTISE
•8+ years in Customer Success, Account Management or related client-facing roles in Capital Markets, Enterprise B2B SaaS or Financial Data, including 3+ years leading teams.
•Experience managing AMs, CSMs, AEs or building the layer of leadership beneath you, ideally across more than one region or client segment.
•A track record of scaling or structuring a CS or AM function through a period of fast growth.
•Strong understanding of global financial markets, and credibility with buyside, sellside and advisory clients.
COMMERCIAL ACUMEN
•Proven success driving retention, adoption and expansion in enterprise accounts, ideally accountable for a portfolio of $50m in ARR.
•Comfort being measured on GRR, NRR and adoption, and designing the KPIs, dashboards and forecasting that support them.
•Experience working alongside sales and account management on renewals and expansion, with clear ownership between teams.
LEADERSHIP & COMMUNICATION
•Excellent people leadership: you coach, develop and hold a high bar for high-performing teams.
•Clear written and verbal communication, with the ability to influence senior stakeholders both inside 9fin and at clients.
•The judgement to prioritise competing demands and to use data to decide where the team focuses.
BONUS POINTS
•Existing relationships in the Leveraged Finance, Debt Capital Markets or Restructuring community.
•Experience in a high-growth fintech or data provider, or with seat-based professional data products.
•Experience driving adoption of AI products or working with embedded or forward deployed teams.
•Familiarity with Salesforce, product analytics and client engagement platforms.
WHY JOIN US?
You will join a fast-moving, ambitious team helping to power the largest financial market in the world. This role offers the chance to lead a regional Client Engagement team at a pivotal moment: with a clear global strategy, a product that clients rely on daily, and the mandate to shape how we retain and grow our client base for years to come.
Benefits
We’re a scaling start up, and we enjoy sharing our success, when the company succeeds, we always reinvest that in our people. We also offer huge amounts of responsibility, an abundance of opportunity for growth and a platform to truly excel.
Financial & Insurance
•Competitive Salary (our salary bands are benchmarked at the top end of the market)
•Equity
•Pension (your minimum contributions are 4% with 9fin matching up to 7%)
•Private Medical Insurance
•Paid sick leave with Income Protection for long periods of illness
•Group Life Assurance
•Season Ticket Loan & Cycle to Work schemes
Time off
•25 holiday days per year
•Local public holidays (with the ability to exchange them for alternative days)
•Work abroad for up to 3 months a year
•1 month paid sabbatical after 5 years of service
•Enhanced parental leave & flexible working arrangements available
Growth & Culture
•Professional learning and development budget
•AI experimentation budget of £800 (UK) per employee to trial AI tools
•Quarterly team socials
•Summer and Winter company social events
Hybrid Policy
9fin is a hybrid company, and the office is a regular part of how we work. From January 2027, all employees will work from their designated 9fin office on Tuesdays and Wednesdays. Some teams may be asked to be in the office more often, where the nature of their work calls for it. For the rest of the week, you may work from wherever works best for you and your team. Your Talent Partner will share hybrid working details for this role.
9fin is an equal opportunities employer
At 9fin we are dedicated to building and promoting a fair and inclusive workplace where everyone can reach their full potential and truly belong. We recognize that building diverse teams enables a more creative and productive environment. If you’re excited about this role but your experience doesn’t perfectly align with the job description, we encourage you to apply anyway. You might just be who we’re looking for — either for this role, or perhaps another.