Escalation and incident communications

• Be the visible point of contact when there is a significant customer escalation, owning the customer-facing narrative from initial escalation through to closure, and knowing when to escalate internally.
• Deliver clear, honest communications and coordinate the internal response, setting realistic expectations on both sides so that issues feel managed and controlled rather than chaotic.
• Lead post-incident follow-up, including root cause summaries, remediation plans and the actions needed to rebuild confidence.

Product releases and adoption

• Represent the customer voice in roadmap discussions and channel structured feedback into Product.
• Stay ahead of the Aiviq roadmap and release schedule, understanding what each new capability means in practice for each of your customers.
• Translate upcoming features into customer-specific benefits and build the case for adoption with the right stakeholders.
• Drive release readiness with customers, covering communications, timing, enablement, testing and sign-off, then track adoption and intervene where value is not being realised.

Working with Sales

• Partner closely with Sales, sharing intelligence on customer health, stakeholder changes, satisfaction and emerging needs, and supporting reference customers, case studies and advocacy where customers are willing.
• Identify and qualify expansion signals, such as new use cases, teams, data sources or geographies, and hand them to Sales cleanly and early.

Building the function

• Help define Customer Success at Aiviq: playbooks, health scoring, escalation protocols, review cadences and tooling.
• Report on customer satisfaction, engagement and adoption to the Operations leadership team, championing the customer internally, constructively and with evidence.

What you will need

• Substantial experience in customer success, client service or account management within B2B SaaS, fintech or data, including personal ownership of a portfolio of enterprise customers.
• A track record of trusted relationships with senior stakeholders, and the confidence to handle difficult conversations.
• The seniority and self-direction to operate without a playbook and, initially, without a team, setting priorities that reflect both customer and Aiviq business value.
• Experience in the asset or wealth management industry and with enterprise data platforms.
• Excellent written and verbal communication, with the credibility to present to a senior sponsor, and strong negotiation and influencing skills applied as much internally as externally.
• The ability to translate in both directions: technical detail into business meaning, and business need into something services and engineering teams can act on. You need not be an engineer, but you must be comfortable with data concepts and unafraid of detail.
• Strong organisational skills to balance multiple customers, priorities and internal teams at once, with sound judgement on when to escalate, when to reassure and when to say no.

What we look for

• A passion for customer success and for building strong, long-lasting customer relationships
• Calm under pressure. The kind of person whose presence lowers the temperature in the room
• Confidence and credibility without ego. Trusted by senior customers, and keen to build something new
• A collaborative mindset that embodies Aiviq's core values of collaboration, openness, innovation and respect, and an open mind that brings diversity of thought

How your success will be measured

• Customer satisfaction (CSAT) across your portfolio
• Customer engagement and health scores, and adoption of new product releases
• Quality and timeliness of escalation and incident communications
• Customer retention and advocacy, and the quality of opportunities handed to Sales

What we offer

• The opportunity to define a new function, and a clear path towards leading it as we grow
• Career growth in a collaborative, globally expanding fintech, with development support
• Where of interest, opportunities to work from other global locations as our international teams grow

Based in London, with home-working flexibility, though we will expect you in the Aiviq office or at customer sites as required, including travel where the relationship calls for it. Aiviq is an equal opportunity employer and values diversity in our workforce.