Job Description
The Manager, Customer Success is responsible for player-managing the clients and CSM team who form the Large Business Unit at Dynamic Planner.
To ensure that you are fully integrated within each of your clients and work with them in a true partnership approach – we need to know the impact we make to them, but also it needs to be beneficial for us.
To work across Dynamic Planner with a diverse range of people to ensure that we are working effectively with your aligned clients. Use your skills to influence, but also to manage
Responsible for the retention of revenue across your clients but also growth in the revenue level YoY.
Job Requirements
Competencies (knowledge/skills/experience):
* Proven track record of leading Customer Success Management teams within a SaaS b2b organization ideally enterprise FinTech
* Experience of successfully implementing value based upselling methodology in major accounts and across your teams
* Strong commercial skills
* Exceptional Client relationship management skills especially at senior levels
* Self-motivated with a focus on client engagement via face-to-face or Teams meetings.
* Account Planning skills to drive growth of your aligned accounts
* Strong skills in creating meeting materials to ensure alignment between customers and Dynamic Planner
* Exceptional presentation and communication/influencing skills through multiple media to drive regular customer meetings
* Ability to understand and influence key decision makers – using your emotional intelligence to optimise situations
* Ability to manage client expectations
* Exceptional focus on delivery
* Ability to manage multiple clients and track/report on status/development. You must be able to manage your time – prioritising key activities
* Project Management skills working with customers and internal stakeholders
* Ability to organise resources to deliver on adoption requirements
* Analysis skills
Education & Qualifications
* First-hand experience of Wealth Management/Financial Planning sector
* Track record of key account engagement and influencing at all organisational levels
* Managed the rollout and adoption of software solutions across organisations – preferred but not essential
* Knowledge and understanding of financial planning tools, front office and back office systems
* A working knowledge of regulatory matters that impact adviser firms and Dynamic Planner solutions
Job Responsibilities
Strategic Relationship Management & Account Ownership
* Serve as the day-to-day contact and relationship owner for assigned strategic accounts.
* Build trusted advisor status with stakeholders across the client’s business (not just the original buyer).
* Ensure consistent client engagement, including running regular check-ins, QBRs, and planning sessions.
* Create high quality material for client meetings and present these with clarity and professionalism in your regular customer engagements.
Revenue Growth & Expansion
* Work closely with the Customer Success Director to deliver against the YoY growth target.
* Identify and qualify upsell/cross-sell opportunities, in collaboration with Sales, Product, Support and Customer Success.
* Maintain and execute detailed strategic account plans aligned to each client’s business objectives but also focused on growth opportunities. An in depth understanding of regulatory requirements is also key at this point
Solutioning & Insight Delivery
* Understand the client’s business model, goals, and challenges to position the SaaS solution as critical infrastructure.
* Translate product capabilities into tangible business value for the client.
* Bring insights and recommendations to clients that help them gain more value from the platform.
Team Management
* Develop and execute on the Customer Success Management strategy across Dynamic Planner.
* Lead, train and mentor your direct reports maintaining the culture of a fast paced, high growth b2b2c SaaS, FinTech organisation, working alongside Operations to ensure maximum efficiency across the team. Liaise with the Customer Success Director to implement an always on training programme for your team.
* Take ownership of all aspects of the Customer Success Management function of the Large space, including driving adoption, utilisation and value the client receives from Dynamic Planner so that the full contracted commercial value is delivered and maximised to the fullest potential.
Internal Collaboration & Escalation
* Act as a key liaison between the client and internal teams (Product, Engineering, Marketing, Support).
* Assist in new business rollouts, working with the Sales team and the Project Manager for optimum delivery, onboarding and adoption
* Surface client needs, feedback, and risks to the Customer Success Director and relevant internal stakeholders.
* Be the ‘voice of the customer’ internally
* Proactively manage issues or blockers, escalating where needed but owning resolution pathways.
* Utilise the Customer Health Scores to identify ‘at risk’ clients
Forecasting & Reporting
* Track and report on account health, usage metrics, growth pipeline, and renewal timelines.
* Maintain up-to-date CRM records and contribute to forecasting and performance dashboards.
Commercial Acumen & Support
* Drive contract renewals, pricing conversations, and proposal development.
* Articulate and justify the commercial value of proposed expansions or renewals.