Unicorn
Customer Success Manager
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About the Role
We've partnered with an innovative technology business that's transforming how companies, investors, and advisors access private market intelligence. Their AI-powered platform delivers high-quality private market data, comparable company analysis, and actionable market insights through intelligent workflows.
As they continue to grow, they're looking to appoint their first Customer Success Manager to build and lead their Customer Success function.
This is a rare opportunity to join an ambitious early-stage business, work directly with the founders, and play a key role in shaping customer experience, retention, and commercial growth.
The Opportunity
This is a highly commercial Customer Success role that combines customer success, account management, renewals, and account expansion.
- You'll own the entire post-sale customer journey, ensuring customers achieve measurable value while identifying opportunities to grow accounts and maximise retention.
- As the first Customer Success hire, you'll have the opportunity to design processes, build playbooks, define success metrics, and establish the foundations of a world-class Customer Success function.
What You'll Be Doing
Customer Onboarding & Adoption
- Lead onboarding for new customers, ensuring rapid time-to-value.
- Develop customer success plans aligned to business objectives and use cases.
- Drive product adoption through training, enablement, and proactive engagement.
- Monitor customer health and identify risks before they impact retention.
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Renewals & Account Growth
- Own customer renewals and retention targets.
- Identify expansion opportunities across additional users, teams, and use cases.
- Build strong commercial relationships with key stakeholders and decision-makers.
- Negotiate renewals and expansion opportunities alongside leadership where required.
- Maintain accurate forecasts for renewals and upsell opportunities.
Strategic Account Management
- Act as the primary point of contact for a portfolio of customers.
- Deliver regular business reviews focused on outcomes, ROI, and future opportunities.
- Develop trusted relationships with senior stakeholders and executives.
- Gather customer feedback and translate it into actionable business insights.
Customer Advocacy
- Champion the voice of the customer across the business.
- Work closely with the Product team to influence roadmap priorities.
- Support customer case studies, testimonials, and reference programmes.
- Help shape an exceptional customer experience as the business scales.
Build the Customer Success Function
- Design Customer Success processes and best practices.
- Create scalable onboarding, adoption, renewal, and expansion playbooks.
- Define and track key metrics including retention, Net Revenue Retention (NRR), adoption, and customer health.
- Help establish a high-performing Customer Success organisation from the ground up.
About You
Essential
- 3+ years' experience in Customer Success, Account Management, Customer Growth, or a similar commercial role.
- Proven success owning renewals and driving expansion revenue.
- Experience managing B2B SaaS customers.
- Strong commercial mindset with the ability to identify growth opportunities.
- Excellent communication and stakeholder management skills.
- Comfortable working independently in a fast-paced startup environment.
- Confident partnering directly with founders and senior executives.
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Desirable
- Experience in fintech, financial data, SaaS, capital markets, investment technology, or financial services.
- Experience supporting investment banks, private equity firms, venture capital firms, corporate development teams, or financial advisers.
- Previous experience as an early Customer Success hire within a startup.
- Familiarity with CRM and Customer Success platforms.
Why Apply?
- Be the first Customer Success hire and build the function from the ground up.
- Work directly with the founders and influence company strategy.
- Own meaningful commercial outcomes with a direct impact on revenue growth.
- Join an ambitious AI business transforming how private market intelligence is accessed and used.
- Competitive salary, equity package, and significant opportunities for career progression.
If you're looking for an opportunity to make a genuine impact in a fast-growing technology business where you'll help shape both the customer experience and the future of the Customer Success function, I'd love to hear from you.
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