Customer Success Manager

Job Description

REQUIREMENTS

• Proven experience as a Customer Success Manager within a B2B SaaS business.
• A structured, clear, and repeatable approach to account management and process execution.
• Demonstrated experience with software products utilized by large, distributed end-user bases.
• Strong rapport-building, executive presence, and communication skills from the initial interaction.
• Highly ambitious with a desire to continuously learn, adapt, and progress your career in a fast-paced environment.
• Willingness and flexibility to travel regularly to client sites across the UK.
  

Nice to Have

• Experience working with wealth management, financial planning, or wider Financial Services clients.
• Prior background in a high-growth scale-up or start-up environment.
• Hands-on involvement in commercial renewal or account expansion conversations.

RESPONSIBILITES

• Know your clients: Deeply understand each client’s business model, operational goals, and key challenges.
• Be the main point of contact: Handle client requests and concerns quickly, professionally, and proactively.
• Drive product adoption: Track usage analytics across thousands of active end-users, spot engagement gaps, and partner with the Enablement team to close them.
• Run a repeatable process: Execute and refine our CS playbooks to ensure every account receives a high-quality, consistent experience.
• Review performance: Lead regular check-ins and Executive / Quarterly Business Reviews (QBRs) that demonstrate tangible value, ROI, and progress.
• Grow accounts: Identify potential expansion and upsell opportunities, collaborating closely with our commercial team.

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