Arva AI
Strategic Customer Success
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Location: In person, Central London, 4–5 days in office
Type: Full-Time
NB: We are able to sponsor visas
Arva AI is revolutionising financial crime intelligence with our cutting-edge AI Agents. By automating manual human review tasks, we enhance operational efficiency and help financial institutions handle AML reviews, while cutting operational costs by 80%.
As our first Customer Success hire, you'll own the post-sale relationship with our financial institution clients — ensuring they get maximum value from Arva's platform, driving retention, and feeding real-world insight back into the product. You'll be operating at the intersection of compliance, AI, and enterprise relationships in a fast-moving early-stage environment.
About The Role
As Customer Success, You Will
- Own the end-to-end customer relationship post-onboarding, from initial deployment through to expansion and renewal.
- Become the internal voice of the customer — synthesising feedback from compliance teams and translating it into actionable product insight.
- Partner closely with Sales, Product, and Engineering to ensure customers achieve measurable outcomes and that Arva delivers on its promises.
What You'll Do
- Onboarding & Deployment: Guide new clients through onboarding, ensuring fast time-to-value and a smooth handoff from the sales process.
- Relationship Management: Build trusted, senior relationships within compliance and operations teams at financial institutions.
- Value Delivery: Proactively monitor customer health, identify risks early, and drive adoption of key platform features.
- Feedback Loop: Capture and synthesise structured feedback from customers to inform product prioritisation and roadmap decisions.
- Retention & Expansion: Own renewal conversations and identify upsell and expansion opportunities in partnership with Sales.
- Internal Advocacy: Represent the customer perspective in internal conversations — ensuring the product, support, and engineering teams understand real-world usage and pain points.
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Our Culture
- Deliver Value Fast: Speed starts with clarity. We first understand what value actually means, for the customer, the business, or the system, and then take the shortest credible path to delivering it.
- Outcome Obsessed: We obsess over details and take full ownership of wider outcomes, not just tasks. If something falls short, we fix it properly and prevent recurrence, always raising the bar.
- Relentless Urgency: We move with urgency because time matters. We prioritise what truly moves the outcome, make decisions with imperfect information, and act decisively.
What We're Looking For
We're open to two profiles:
Consulting background:
- 2–3 years at a top-tier consultancy (strategy, financial services, or risk focus), with strong analytical foundations and client-facing experience. Hungry to move into a high-ownership operator role.
Startup CS background:
- 1–2 years in a Customer Success or Account Management role at a B2B SaaS startup, ideally with exposure to fintech, regtech, or compliance tooling.
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In Both Cases, We're Looking For
- Communication: Exceptional written and verbal communication — able to build trust with senior stakeholders in regulated institutions.
- Commercial Acumen: Understanding of retention, expansion, and the business mechanics of enterprise SaaS.
- Curiosity: Genuine interest in financial crime, compliance, and AI — you don't need to be an AML expert on day one, but you should be excited to become one.
- Ownership: Proactive, self-directed, and accountable for outcomes. You don't wait to be told what to do.
- Rigour: Detail-oriented and structured — comfortable operating in a regulated, high-stakes environment.
Why Join Us?
- Be part of an early-stage startup with significant ownership and direct influence over how we serve our customers.
- Work on a product that directly impacts how financial crime is detected and prevented globally.
- Collaborate with a passionate, mission-driven team operating at the intersection of AI, compliance, and enterprise software.
- Work from anywhere in the world for 4 weeks a year, in addition to regular team off-sites.
- Competitive salary and equity package, with bi-annual salary review and yearly performance-based equity refresh.
Ready to Join the Fight Against Financial Crime? If you're excited to own customer relationships at a fast-moving AI startup, we'd love to hear from you. Apply now to become an Arvanaut as our Customer Success Manager.
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