Customer Success Manager
My client is an exciting Fintech start-up who have been at the forefront of innovation and problem solving within the payments space. Their award-winning SaaS platform is trusted by a fast-growing range of companies across the fintech spectrum. As part of a dynamic and collaborative team, you'll enjoy opportunities for rapid growth, innovation, and meaningful work in a supportive, award-winning culture. Having recently secured their Series A funding, they are entering an exciting new phase of growth so this is a great time to be joining them.
They are looking for a Customer Success Manager to join their growing team. Reporting to the Head of Customer Success, you will display a passion for building long term customer relationships which is critical to their growth and retention strategy. As a Customer Success Manager, you will be the trusted partner and primary point of contact for customers after the initial sale. You will be responsible for customer onboarding, running Proof of Concepts (PoCs), driving implementation projects, and ensuring ongoing success and satisfaction.
Responsibilities for the Customer Success Manager
Proof of Concepts (PoCs):
* Leadand coordinate customer PoCs, working closely with Sales, Product, and Engineering teams to define success criteria, manage timelines, and ensure a smooth handover into full production
Implementation and Onboarding:
* Own the customer onboarding experience, setting clear expectations, managing project plans, and ensuring a smooth and successful deployment
* Use project management tools (e.g., jira) to track onboarding tasks.
* Set up customer configurations including product setup, XML/file imports, and user access
* Deliver training (live, remote, or recorded) to new users
Customer Relationship Management:
* Act as the voice of the customer internally, communicating feedback and feature requests to the Product and Development teams
* Run regular check-ins with customers to identify pain points, understand goals, and ensure they are deriving maximum value from our platform
* Manage customer renewals, expansions, and advocacy programs
Service Desk and Support:
* Monitor service desk queues daily to triage support tickets, questions, feature requests, and escalate bugs or issues appropriately.
* Ensure swift and clear communication on resolutions and updates
Customer Advocacy and Communication:
* Educate customers about new features, best practices, and upcoming product enhancements
* Help customers quantify the value our client delivers, supporting them in internal advocacy for continued use or expansion.
Metrics and Reporting
* Track and report on customer health metrics, product adoption, and satisfaction scores
* Participate in quarterly customer reviews and internal performance reviews of service delivery.
Requirements for the Customer Success Manager
* Must have Payments experience (Issuing, Acquiring, Scheme or something similar)
* 3+ years in a Customer Success, Implementation, or Account Management role within SaaS, Fintech, or Payments.
* Strong project management skills; highly organised and able to manage multiple clients and projects simultaneously
* Excellent communication and relationship-building skills – you're comfortable engaging with both technical teams and C-level stakeholders.
* Semi-technical, with the ability to understand customer data processes, file imports, reconciliation workflows, and product configurations
* Proactive problem-solver who thrives in a scale-up environment.
* Results-driven, empathetic, and passionate about helping customers succeed.
Familiarity with service desk platforms, Jira and Slack is a plus