Role Summary As Finbourne continues to scale, we are creating a dedicated Customer Success function to complement our existing onboarding, implementation, and customer support teams. This role will play a key part in ensuring customers achieve long-term value from the Finbourne platform and grow with us over time. We are hiring a Customer Success Manager to help establish and shape Finbourne’s Customer Success capability. This is a new role and an opportunity to influence how Finbourne partners with customers beyond go-live, ensuring successful adoption, value realisation, and long-term retention. You will act as a trusted advisor to customers, owning the post-implementation relationship and working closely with Product, Implementation, and Support teams to deliver an excellent end-to-end customer experience. Key Responsibilities Customer Relationship & Value Management Own the ongoing relationship with a portfolio of customers post-implementation Develop a deep understanding of each customer’s business objectives, use cases, and success criteria Drive platform adoption and ensure customers are realising measurable value from Finbourne Act as a strategic partner, helping customers align Finbourne’s capabilities to their evolving needs Adoption, Health & Retention Define and monitor customer health metrics, adoption indicators, and risk signals Proactively identify and address risks to customer satisfaction, renewal, or expansion Lead regular customer check-ins, reviews, and success planning sessions Own renewals and identify value-led expansion opportunities and signals through usage patterns, operational pain points and business outcome Cross-Functional Collaboration Work closely with Implementation and Delivery Managers to ensure a smooth transition to BAU Partner with Customer Support to resolve issues efficiently and communicate trends back to the business Provide structured feedback to Product and Engineering based on customer insights and usage patterns Align with Sales on customer expectations, success outcomes, and growth opportunities Building the Customer Success Function Help define Customer Success processes, playbooks, and best practices Contribute to the development of success metrics, reporting, and tooling Act as a voice of the customer internally, helping shape Finbourne’s customer-centric culture Support the evolution of the function as Finbourne scales Skills and Experience Experience Experience in Customer Success, Account Management, Consulting, or similar client-facing roles Background in B2B SaaS, fintech, financial services, or complex enterprise software environments Experience managing long-term customer relationships and driving adoption post-go-live Comfortable working in a fast-growing, evolving organisation where processes are still being defined Skills Strong stakeholder management skills, including engagement with senior and technical client contacts Ability to translate complex products into clear value for customers Structured, proactive, and outcome-oriented approach to customer management Excellent communication and problem-solving skills Collaborative mindset with the confidence to challenge constructively Interest in building and shaping new functions, not just operating within existing ones Just some of our benefits Competitive salary plus performance based bonus. Health & Wellbeing: A competitive health insurance policy that disregards previous medical history. This also includes dental, optical, mental health support and comprehensive cancer cover. Cycle to work scheme and Gym discounts: Buy a bike and cycling accessories out of your pre-tax salary and spread the cost over 12 months, as well huge discounts off Hussle, KOBOX and Nuffield Health gyms. Hybrid: We have a mature attitude towards hybrid working. Whether you’re a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we’re committed to helping you be productive and work in a way that is best for you. Professional learning and development: External training and accreditations are supported, as well internal training and development programs. Maternity, paternity and adoption leave: Paid maternity, paternity and adoption leave, which includes 13 weeks full pay for maternity and adoption leave and 6 weeks full pay for paternity leave Holiday: 25 days holiday plus bank holidays About FINBOURNE We are a young, dynamic financial technology company aiming to re-engineer the world of investing to make it clearer, faster and more cost effective for everyone. At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidence-based solutions. We respect your independent thought, your intellectual curiosity and your opinion. Our solution is open, API first and developer friendly – a true first for the asset management industry. You can see what our team is busy building on Github. For more information about us please visit our website.