Meraki Talent
Customer Success Manager
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Customer Success Manager
We are seeking an experienced Customer Success Manager to join a leading, independent financial services firm based in Leeds. This is a key role focused on safeguarding and enhancing client outcomes, ensuring clients receive consistently high-quality experiences and fair outcomes across every stage of their journey.
Working closely with Product Governance, Compliance, Marketing, Investment Management, and Operations, you will act as the voice of the customer, using insight, testing, and feedback to identify opportunities for improvement, prevent foreseeable harm, and ensure the firm continues to deliver strong client outcomes in line with FCA Consumer Duty.
Key Responsibilities:
- Champion client outcomes, ensuring fair and positive experiences for all clients, including vulnerable customers.
- Create and implement an annual delivery plan for the Client Success team, incorporating a comprehensive client outcome testing framework.
- Monitor and test client onboarding, journeys, and communications both in real time and retrospectively, identifying improvements where required.
- Lead and develop a small Client Success team of two specialists.
- Monitor client health, identify potential risks, and intervene proactively to support retention and positive outcomes.
- Act as the voice of the customer, bringing client feedback and insight into governance, change, and continuous improvement initiatives.
- Partner with Marketing to support customer insight-led campaigns and activities that contribute to business growth.
- Work with service lines and Marketing to review and improve client literature and terms of business.
- Collaborate with Investment Management, Onboarding, Compliance, Product Governance, and wider stakeholders to deliver joined-up, regulator-ready outcomes.
- Produce clear and actionable management information, providing evidence of client outcomes, process effectiveness, and regulatory compliance.
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About You:
- At least 3 years' experience in Customer Success, Client Excellence, or a similar role, ideally within wealth management, investment management, or another regulated financial services environment.
- Strong and practical knowledge of FCA Consumer Duty, TCF, COBS/PROD, and vulnerable customer frameworks, with the confidence to apply these in real client scenarios.
- Proven experience of senior stakeholder management, with strong communication, influencing, and coaching skills.
- Comfortable working with data and management information, with proficiency in Excel and/or Power BI.
- Experience designing and conducting customer testing across client journeys and literature, including accessibility and clarity/readability assessments.
- Strong operational and programme delivery skills, with a structured approach to issue resolution, action tracking, and evidencing outcomes.
- A proactive, self-starting approach, combined with excellent written communication skills.
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If you are an experienced customer success professional looking for an opportunity to shape client outcomes, influence change, and make a meaningful impact within a highly regulated financial services environment, we would love to hear from you.
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