Customer Success & Implementation Manager
UK – Remote
Must have Fintech or Payments experience
Join a fast-growing, award-winning FinTech SaaS company helping innovative financial institutions transform how they manage payments, data, and operational reconciliation at scale.
Recognised across the industry for its rapid growth and innovation, including awards such as Europe’s Leading Financial Services / Payments Start-up and selection for Mastercard’s Start Path accelerator, the company is building a leading modular SaaS platform used by some of the most forward-thinking names in financial services.
This is a high-impact Customer Success Manager role at the heart of the business, responsible for shaping long-term client relationships and ensuring customers achieve maximum value from the platform.
You will act as a trusted partner to a portfolio of strategic clients, guiding them through onboarding, driving adoption, and identifying opportunities for growth. This role is central to both customer satisfaction and commercial success.
Key responsibilities:
* Build and maintain strong, trusted relationships with key clients across financial services
* Act as a strategic advisor throughout the customer lifecycle, from onboarding through to renewal
* Lead regular customer engagement, including quarterly business reviews and strategic discussions
* Manage implementation and onboarding of new customers, ensuring smooth and successful adoption
* Proactively identify and resolve client challenges, ensuring an excellent customer experience
* Collaborate closely with internal product, engineering, and data teams to deliver customer outcomes
* Develop deep product knowledge to effectively support and guide customers
* Identify upsell and cross-sell opportunities that support account growth and revenue expansion
* Support account planning and customer success strategy across a portfolio of high-value clients
Skills & Experience
* 3+ years’ experience in Customer Success and/or Implementation, ideally within a SaaS or Financial Services environment
* Proven track record of building, managing, and growing long-term strategic client relationships
* Strong presentation and communication skills, both written and verbal, with the ability to engage confidently across technical and non-technical stakeholders
* Demonstrated ability to manage multiple client priorities simultaneously, effectively triaging and resolving issues based on business impact
* Collaborative approach, with experience working cross-functionally across product, engineering, data, and commercial teams
* Highly personable and confident, with strong networking skills and the ability to build rapport with senior client stakeholders
* Self-motivated and proactive, with the ability to earn trust and credibility both internally and externally