We are working exclusively with our client to find a Remote Customer Success Manager.
About:
We’re partnering with a high-growth fintech infrastructure company transforming how financial institutions help customers locate and consolidate their pension assets.
Their platform enables banks, wealth platforms, and pension providers to offer pension discovery and consolidation directly within their products. This helps customers recover lost retirement savings while enabling institutions to increase assets under management and deepen customer engagement.
Operating in one of the UK’s largest and most fragmented wealth markets, the business is already powering this capability for several major financial platforms and has built a profitable, fast-scaling commercial model.
With strong enterprise traction and a growing customer base, the company is now hiring a Customer Success Manager to work closely with the CCO and Founder. This role will focus on driving customer value, retention, and expansion across a portfolio of strategic financial services clients.
Key Highlights:
* Customer Success role with high ownership in a founder-led, high-growth fintech infrastructure company.
* Direct exposure to the CCO and Founder, playing a key role in shaping the customer function.
* Angel-invested and profitable (~£10M ARR), growing organically through strong enterprise demand.
* Work with leading UK fintechs, banks, investment platforms, and pension providers.
* Opportunity to build deep, long-term relationships with enterprise customers and directly impact retention and expansion revenue.
* Product delivers clear commercial outcomes for clients by helping them grow assets under management and improve customer engagement.
* ~80 employees (mostly UK-based), with a strong focus on product and operations excellence.
* London office with fully remote working available.
* Ideal for a relationship-driven CSM who enjoys working in a fast-paced, early-stage environment.
Role:
* Own and manage a portfolio of enterprise customers across UK financial institutions, including fintechs, investment platforms, and pension providers.
* Build strong, trusted relationships with key stakeholders, acting as the primary point of contact post-sale.
* Work closely with the CCO and Founder to ensure strategic alignment across key accounts and maximise customer value.
* Drive customer onboarding, ensuring smooth implementation and successful integration of the platform.
* Proactively identify opportunities to increase product adoption, usage, and overall customer engagement.
* Lead regular business reviews with clients, demonstrating ROI and aligning on long-term success plans.
* Identify expansion opportunities within existing accounts, partnering with commercial teams to drive revenue growth.
* Act as the voice of the customer internally, collaborating with product and operations teams to improve the offering.
* Monitor customer health, mitigate risk, and ensure high retention across the customer base.
* Support clients through technical and operational challenges, working cross-functionally to deliver solutions.
Responsibilities:
* 2-3 years’ experience in Customer Success, Account Management, or similar client-facing roles within SaaS or fintech.
* Experience working with enterprise or mid-market customers, ideally within financial services, fintech, or related sectors.
* Strong relationship-building skills, with the ability to engage and influence senior stakeholders.
* Demonstrated ability to drive customer outcomes, including onboarding, adoption, retention, and expansion.
* Commercial awareness, with experience identifying and supporting upsell or cross-sell opportunities.
* Comfortable working closely with senior leadership (CRO/Founder) in a high-growth environment.
* Strong communication and organisational skills, with the ability to manage multiple accounts effectively.
* Proactive and solution-oriented mindset, with a focus on delivering customer value.
* Experience working cross-functionally with product, sales, and operations teams.
* Motivated, adaptable, and comfortable operating in a fast-paced, evolving business.
Benefits:
* £50k - £55k base salary.
* Fully remote working (with optional London office access).
* Equipment provided for a suitable home office.
* 25 days PTO + UK bank holidays.
* Regular team socials.