Customer Success Manager

Client Success Manager

📍 London | Hybrid

🏢 Penfold

Hi, we’re Penfold 👋

We’re on a mission to make pensions simple, accessible, and genuinely engaging — helping everyone save enough to be comfortable later in life.

There’s over a trillion pounds sitting in UK pensions, yet the industry is dominated by outdated products and poor customer experiences. Penfold is changing that. We’re dragging pensions into the modern era with technology that demystifies saving and delivers real value to savers and the businesses that support them.

We’re a focused team of ~50 across London and Tallinn, backed by leading FinTech investors. Today, we manage over £1bn in pension assets for 100,000+ savers and thousands of businesses — and we’re growing fast.

As we scale, we’re strengthening our Customer team with a Client Success Manager focused on retention, growth, and long-term customer advocacy.

The Role

As a Client Success Manager, you’ll own a portfolio of employer accounts, ensuring they achieve meaningful value from Penfold.

Your mission: protect and grow revenue by driving adoption, building strong relationships, and turning customers into long-term advocates.

This is not a reactive support role. You’ll proactively identify retention risks, unlock expansion opportunities, and build multi-threaded relationships across HR, Finance, Operations, and People teams.

If you believe retention is revenue and Customer Success is a growth engine — you’ll love this role.

What You’ll Be Doing

Drive retention & revenue protection

• Own a portfolio with clear retention and growth targets
• Identify early warning signs and mitigate churn risk
• Build structured account plans
• Partner cross-functionally to resolve issues early

Expansion & adoption

• Increase employee engagement, contributions & consolidations
• Partner with Sales on expansion opportunities
• Treat every account as a growth opportunity

Customer education & value realisation

• Run structured QBRs focused on outcomes & ROI
• Deliver training and education sessions
• Position Penfold as a strategic partner

Build champions & relationships

• Develop multi-threaded stakeholder relationships
• Reduce single-thread risk
• Create executive alignment where appropriate

Own the feedback loop

• Act as the voice of the customer
• Surface structured insights to Product & Ops

Create advocates

• Build a bench of referenceable customers
• Secure testimonials & case studies
• Support Sales with references & introductions

Customer excellence

• Maintain CRM hygiene, account plans & forecasting
• Share insights with the wider business

Must-Haves

• Experience in Customer Success, Account Management, or similar
• Proven track record of retaining & growing accounts
• Strong stakeholder management skills
• Experience running QBRs / value reviews
• Highly organised with strong CRM discipline

Nice to Have

• Experience in pensions, fintech, payroll, or benefits
• SaaS / high-growth environment experience
• Exposure to revenue targets
• Experience building advocacy programmes

What Success Looks Like

✨ High retention across your accounts

✨ Expansion revenue becomes a growth lever

✨ Churn risks identified & mitigated early

✨ Customers clearly articulate Penfold’s value

✨ Sales leverage your referenceable customers