My Money Matters
Senior Customer Success Manager
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Senior Customer Success Manager
Senior Customer Success Manager @ My Money Matters
Remote-first | UK-based applicants only
At My Money Matters, we believe financial wellbeing should be accessible to everyone, especially the people who keep our public services running. Right now, 72% of public sector workers are just one bad month away from financial difficulty. We exist to change that. Through innovative financial products, education, and our digital money coach, we help people take control of their financial future, whether that’s buying their first home, boosting their pension, or planning for retirement.
Already trusted by major organisations including the NHS, we’re growing quickly and building a team of ambitious, commercially minded people who want their work to genuinely matter.
The Role
You’ll own a portfolio of approximately 200 Tier 3 partner accounts through a scalable, digital-first model, with organisations having up to 1,000 employees. Your focus will be on driving retention, renewals, and commercial growth, while also helping shape the processes, tooling, and frameworks that make the Customer Success function outstanding.
We’re looking for someone who brings energy, strong communication skills, and is comfortable challenging constructively. This role suits a highly adaptable, hands-on individual who thrives in a fast-moving environment and wants to shape our operation, not just follow a prescribed process.
What You’ll Be Doing
- Owning and driving the growth of a Tier 3 partner account portfolio using a digital-first engagement model
- Retention and renewals: Monitoring customer health data to spot risks and growth opportunities early
- Designing and delivering outreach cadences, engagement journeys, and feedback programmes (NPS, CSAT)
- Identifying and supporting commercial growth opportunities within existing accounts
- Improving Customer Success processes, playbooks, reporting systems, and tooling, including:
- Automation workflows for efficiency
- Health scoring systems for proactive intervention
- Acting as the internal expert on Customer Success tooling (currently using Vitally) and contributing to strategic initiatives:
- Lifecycle optimisation
- Segmentation strategies
- Supporting escalations and complex customer conversations across the wider CS team
- Coaching junior colleagues informally to raise performance standards
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What We’re Looking For
A candidate who combines strong customer relationship skills, commercial awareness, operational thinking, and a passion for delivering exceptional customer experiences.
Essential:
- Experience in Customer Success, Account Management, or a similar commercial customer-facing role
- Proven ability to manage a scaled or digital-first portfolio
- Strong commercial mindset with experience spotting and enabling growth opportunities
- Hands-on experience in improving Customer Success processes or operational frameworks
- Familiarity with CS platforms for health scoring, engagement, and automation (experience with Vitally is a plus)
- Analytical skills with clear, confident communication across all stakeholders
Nice-to-Have:
- Experience working with public sector organisations, particularly NHS or local government
- Exposure to financial wellbeing, employee benefits, SaaS, payroll, or service-led industries
- Experience in a fast-growth Customer Success environment
- Familiarity with renewals/upsell processes or commercial collaboration with Sales
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Why Join My Money Matters?
We Build Something Meaningful, Ambitious & People-Focused
You’ll join a business where your work truly matters:
- Real ownership – Manage your portfolio using your own forward-thinking methodology; you shape how things work.
- Genuine impact – Witness daily how our products transform the financial lives of public sector workers.
- A seat at the table – Customer Success influences product strategy, commercial direction, and allowed to go beyond reactive support.
- A team that gives a damn – Disruptive, collaborative people who fix problems and care deeply about their impact.
Benefits
- Fully remote – Work from the location that suits you best
- 25 days’ annual leave, including the option to buy up to 5 additional days
- Your birthday off
- Collaborative team bonus (non-commission roles)
- Pension benefits: Salary sacrifice contributions, plus AVC options and contributions on bonus earnings
- Salary sacrifice schemes via Perkbox: car leasing, gym memberships, tech purchases
- Medical cashback scheme
- Enhanced parental leave (additional to statutory)
Recruitment Process
Stage 1
- People & Culture Call: Explore your experience, motivations, and cultural fit
Stage 2
- Hiring Manager Interview (competency-based):
- Assess your Customer Success experience
- Evaluate your commercial mindset
- Review your customer engagement approach
Stage 3
- Panel Interview + Practical Exercise:
- Collaborate with other team members through a practical task
- Demonstrate your approach to solving customer success scenarios and overcoming complex challenges
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