Customer Success Growth & Retention Manager
London (Hybrid, 3 days office) | £305pd (PAYE) | Approx. £80,000 | 12-Month Fixed-Term Contract
About the Company
This is a mission-driven global financial platform company, dedicated to empowering prosperity for all. By leveraging innovation and cutting-edge technology, the business addresses financial challenges for millions of individuals and small businesses worldwide.
Role Overview
The organisation is redefining Customer Success—transforming it from a cost center into a true value driver. The function plays a critical role in boosting retention and monetisation by delivering exceptional customer experiences that build trust and confidence at every touchpoint.
This role offers the opportunity to design and execute customer success strategies that directly impact retention and growth. You will focus on scaled customer programs—a blend of digital initiatives and value-added services—extending impact across a customer base of accountants, sole traders, and small businesses.
You’ll report into the Senior Manager of Growth & Retention, working across the UK market and collaborating closely with international teams in London, Sydney, and the US.
Key Responsibilities
* Contribute to the customer success retention and value realisation strategy, aligning with both global and local priorities.
* Deliver against growth and retention goals through onboarding, lead generation, save strategies, and monetisation programs.
* Continuously enhance initiatives such as customer onboarding, AI-driven upsell recommendations, and cancellation save programs.
* Design and execute experiments to measure the impact of growth initiatives prior to full-scale rollout.
* Partner with Customer Experience Design teams to develop playbooks, customer journeys, and process maps.
* Collaborate across internal teams, outsourced partners, and digital platforms to successfully implement programs.
* Define, measure, and report on key success metrics (both leading and lagging indicators) for stakeholders and leadership.
* Build business cases for technology and resource investment to accelerate AI and platform capability development.
* Share best practices and learnings with global peers to foster innovation and consistency.
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