Customer Success Manager – Full-Time Location: Canary Wharf, London
Working Hours: Monday to Friday, 9:30 AM – 6:00 PM Salary: Competitive, based on experience
Holiday: 28 days total (including public holidays)
Reference ID: CSM
About SSV SmartPay
SSV SmartPay is a unique, open banking-powered solution that enables customers to make payments and businesses and charities to receive them through a customisable QR & link-based system, both in-store and online. We provide a modern, secure, and cost-effective alternative to traditional payment methods, helping merchants reduce transaction costs, improve operational efficiency, and enhance the customer experience. Our mission is to empower businesses with innovative payment technology that drives growth, reduces friction, and promotes financial inclusion across the UK.
Position Overview We are looking for a driven and customer-focused Customer Success Manager to join our growing team. In this role, you will be responsible for ensuring our clients gain maximum value from our payment platform, building strong relationships, and driving long-term customer satisfaction and retention. You will work closely with sales, product, and technical teams to deliver a seamless onboarding experience, resolve issues proactively, and identify opportunities for account growth.
Key Responsibilities
· Serve as the primary point of contact for assigned clients, building strong, trusted relationships
· Manage onboarding, training, and adoption of our platform to ensure customer success
· Monitor account health and usage, identifying and addressing potential churn risks
· Collaborate with sales to identify upsell and cross-sell opportunities within existing accounts
· Provide feedback to the product team based on customer insights to improve the platform
· Track, analyse, and report on key customer success metrics
· Support customers through proactive communication, ensuring their questions and concerns are addressed promptly.
The Person
· Highly professional and reliable with a customer-first approach
· Self-motivated with a strong work ethic
· Collaborative team player who can also work independently
· Commercially savvy and solutions-oriented
· Committed to learning and continuous professional development
Qualifications & Skills
· Bachelor's degree in Business Administration or a related field
· 3+ years Proven experience in customer success, account management, or related roles within SaaS
· Strong track record in managing client relationships in a fast-paced sales environment
· Excellent communication, negotiation, and problem-solving skills
· Ability to manage multiple priorities and work effectively under pressure
· Proficiency with CRM tools and data analytics platforms
· Commercial awareness with a results-driven mindset
Good to Have
Experience in the following areas will make your application stand out:
· Prior experience working in a fast-paced startup environment
· Background in fintech, with knowledge of the open banking sector highly desirable
What We Offer
· Competitive salary and performance-based incentives
· 28 days holiday including public holidays
· Pension scheme
· Ideal office location in Canary Wharf
· Regular team socials and a collaborative, growth-focused environment
· A real opportunity to grow your career in a fast-moving fintech company
How to Apply
Ready to take your next step and make a real impact with your marketing skills? Apply today and become part of the future of payments at SSV SmartPay.
Please attach a one-page cover letter outlining:
· Why you want to join SSV SmartPay and this role
· What makes you the ideal candidate
Job Type: Full-time
Pay: £30,000.00-£40,000.00 per year
Benefits:
* Company pension
Work Location: In person
Reference ID: CSM