Customer Success Manager

Senior Customer Success Manager

Location: London-based, primarily office based

Salary: £70,000-£80,000 + OTE

Industry: FinTech SaaS

Unlike a pure Customer Success role, this position requires confidence and commercial ownership the ability to go deep into each account, build tailored account plans, and spot opportunities that drive long-term revenue growth.

This role is perfect for someone who enjoys being client facing, understands their real-world challenges, and drive outcomes before building playbooks and teams.

You'll work directly with customers on-site, embedding into their finance operations, helping them get value from day one, and turning those learnings into scalable success systems. As the function grows, you'll shape the strategy, hire the team, and define what world-class customer experience looks like here.

What You'll Do

• Own hands-on customer onboarding, adoption, training, and executive relationships, spending significant time on-site.
• Design and lead the Customer Success strategy across retention, expansion, and advocacy, while building and scaling the CS team.
• Manage the full post-sale lifecycle, proactively mitigating risk and driving renewals and growth.
• Build scalable processes, tooling, and reporting, and partner closely with Sales, Product, and Marketing to improve outcomes.

What We're Looking For

• 3+ years in Customer Success, Account Management, or similar roles in SaaS, fintech, or B2B software.
• Strong track record of working directly with customers and driving real adoption outcomes.
• Experience building or scaling CS teams and operating models.
• Commercially minded, comfortable owning retention and expansion metrics.
• Builder mentality thrives in ambiguity and loves creating structure from scratch.
• Excellent communicator, comfortable on-site with customers and in executive settings.
• Deep customer empathy and curiosity about how businesses operate.
• Experience with ERP-integrated tools, payments, or financial operations platforms is a bonus.

You'll join an ambitious early-stage company where ownership, pace, and impact matter. If you want real responsibility, real customer impact, and a seat at the table as the business scales - this is it.