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Customer Success Manager
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Customer Success Manager
Package:
Basic £75,000-£85,000 + 20% bonus + benefits
Industry:
FinTech SaaS – Mid Market & Enterprise
Why:
Huge growth potential in EMEA and a scaling business
Overview:
Our client is a leading Global FinTech SaaS vendor with a reputation for industry-leading solutions. You will be joining as they continue to scale their EMEA operation following significant recent investment. You will be joining a business of over 1,000 people globally, where people have excellent longevity and a mature autonomous working culture.
Their FinTech solutions are there to support companies with large lending operations and are sold at an Enterprise level, so your portfolio of customers will be smaller but with high individual customer value. Their customers rely on them to help protect and scale their financial organisations by streamlining processes through technology.
Role and Responsibilities:
- Collaborate with regional leadership team to establish the vision for long and short-term opportunities to develop customer relationships and increase satisfaction.
- Work in a consultative manner with clients to ensure they are seeing ROI and value.
- Expand the relationships with existing customers by proposing solutions that meet their objectives.
- Relationship Management: Build and maintain strong, long-lasting partnerships with key client stakeholders and executives.
- Customer Success: Proactively engage with customers to ensure they derive maximum value from products.
- Strategic Advisory: Lead quarterly business reviews (QBRs) and participate in steering committee meetings.
- Internal Liaison: Collaborate with Support, Product, and R&D teams to improve customer experience and communicate feedback.
- Track key account metrics and share regular progress reports and forecasts with key stakeholders using key account metrics.
- Implementation Support: Communicate implementation processes to customers to build confidence.
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Experience Required:
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Your very own career expert that helps elevate your application to the next level.
- 5+ years of experience within a Customer Success role working for a FinTech organisation.
- Experience working with Mid-Market and Enterprise FS companies.
- BS/BA in a related discipline or equivalent experience.
- Proven experience as a Customer Success Manager, Relationship Manager, or Account Manager.
- Experience in developing relationships and providing solutions based on customer needs.
- Strong communication and interpersonal skills with an aptitude in building relationships with professionals of all organizational levels.
- Excellent organizational skills.
- Demonstrated problem-solving.
- Experience working effectively across global teams and stakeholders.
- Comfortable navigating ambiguity and being solution-oriented.
- Customer-focused, results-oriented, strategic mindset, and strong critical thinking and problem-solving skills.
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