Paul Murphy Associates
Customer Success Manager
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Customer Success Manager – UK
Location: United Kingdom (100% remote)
Position Overview
Our client is seeking a Customer Success Manager (CSM) to join their growing team in the UK. The CSM will serve as a strategic partner to their clients, ensuring they derive maximum value from their platform. This role is focused on building long-term customer relationships, driving adoption, and proactively identifying opportunities for expansion and optimization.
Key Responsibilities
- Act as the primary point of contact for customers, fostering strong relationships to drive satisfaction, retention, and advocacy
- Partner with customers to understand their business needs and proactively recommend solutions to maximize value
- Conduct regular check-ins, business reviews, and training sessions to ensure continued engagement and product utilization
- Collaborate with internal teams (Sales, Product, and Engineering) to escalate customer feedback, resolve issues, and drive product improvements
- Analyze customer usage data and trends to identify expansion opportunities, upsell/cross-sell potential, and risks of churn
- Educate customers on industry trends, regulatory requirements, and best practices to optimize their use of platform
- Serve as the customer’s advocate, ensuring their voices are heard and their needs are met
- Represent Company at industry events, conferences, and customer meetings to strengthen relationships and promote their solutions
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Qualifications
- Proven experience in Customer Success, Account Management, or Client Services within a SaaS, fintech, or financial services company
- Strong knowledge of capital markets, trade surveillance, and regulatory compliance is preferred
- A technical background with a curious, self-driven problem-solving approach to ensure focus on rapid client issue resolution is preferred
- An AI-forward approach with demonstrated experience or ideas for scaling the Customer Success using AI solutions is highly desirable
- Analytical mindset with experience using data-driven insights to drive customer engagement and success
- Excellent interpersonal and communication skills, with the ability to engage with stakeholders at all levels
- Ability to manage multiple accounts, prioritize tasks, and work in a fast-paced, high-growth environment
- Experience working within the US financial market and understanding of regulatory requirements preferred
- Willingness to travel occasionally for customer meetings and industry events
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Benefits & Perks
- Fully Remote Company
- Competitive Compensation
- Health, Dental, Vision & Disability Coverage
- Unlimited PTO
- Flexible Work Environment
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