Customer Success Manager
Customer Success Manager | UK | RegTech / Enterprise SaaS | 12 Month FTC
I'm partnering with a fast-growing SaaS business that is trusted by some of the world's largest financial institutions to help navigate complex regulatory and compliance challenges.
Their platform is used by global banks, insurers and financial services organisations to transform regulatory change into actionable intelligence, helping teams manage risk, compliance and governance more effectively.
As they continue to support a growing enterprise client base, they're looking for an experienced Customer Success Manager to take ownership of a portfolio of strategic accounts and ensure customers maximise value from the platform.
You'll become a trusted advisor to senior stakeholders across Compliance, Risk, Legal and Technology functions, driving adoption, engagement, retention and long-term customer success.
Responsibilities
- Manage and develop relationships with enterprise financial services clients
- Act as the primary point of contact and trusted advisor for your customer portfolio
- Drive product adoption, utilisation and customer engagement across users and stakeholders
- Lead regular business reviews, success planning sessions and customer check-ins
- Deliver training, enablement and best-practice guidance to maximise platform value
- Define and track customer success metrics and demonstrate measurable ROI
- Monitor customer health and proactively address risks to retention
- Own renewal strategy and execution across your account portfolio
- Identify upsell and cross-sell opportunities in partnership with Sales and Account Management
- Collaborate closely with Product, Support, Professional Services and Marketing teams
- Gather customer feedback and act as the internal voice of the customer
- Maintain accurate CRM data, account plans and stakeholder mapping
Skills & Experience
- 5+ years' experience in Customer Success, Strategic Account Management or Client Success
- Strong background working within B2B SaaS environments
- Experience managing enterprise-level customer relationships
- Exposure to banking, financial services, compliance, risk or regulatory environments
- Proven track record of driving customer adoption, retention and renewals
- Excellent stakeholder management skills, including senior executive engagement
- Commercial mindset with experience identifying expansion opportunities
- Strong organisational and project management capabilities
- Ability to manage multiple accounts and competing priorities simultaneously
- Experience leveraging AI tools to improve productivity and customer outcomes is advantageous
If you're a customer-centric SaaS professional with experience supporting enterprise clients in regulated industries and enjoy building strategic relationships that drive measurable business value, I'd love to hear from you.
Caroline Van Zyl