Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage a portfolio of client accounts after the sale process.

• Serve as the primary contact for clients.

• Gain a thorough understanding of each client’s business model, operational objectives, and major challenges.

• Address client inquiries and issues promptly, professionally, and proactively.

• Promote product adoption among large user groups.

• Monitor usage analytics across thousands of active end-users.

• Recognize engagement gaps and collaborate with the Enablement team to address them.

• Implement and enhance Customer Success playbooks.

• Conduct regular check-ins and Executive / Quarterly Business Reviews (QBRs).

• Showcase tangible value, ROI, and progress to clients.

• Spot opportunities for expansion and upselling.

• Work in conjunction with commercial, Enablement, and Implementation teams.

⛳️ Requirements

• Proven track record as a Customer Success Manager in a B2B SaaS environment.

• A structured, clear, and repeatable method for account management and process execution.

• Demonstrated experience with software products used by large, distributed end-user populations.

• Excellent rapport-building, executive presence, and communication abilities.

• Highly motivated with a desire to continuously learn, adapt, and advance your career in a dynamic setting.

• Willingness and flexibility to travel regularly to client locations across the UK.

• Experience in wealth management, financial planning, or broader Financial Services sectors (preferred).

• Previous experience in a high-growth scale-up or start-up environment (preferred).

• Direct involvement in commercial renewals or account expansion discussions (preferred).

• Must reside in the United Kingdom.

• Must be legally authorized to work in the United Kingdom.

🏝️ Benefits

• Remote-first culture across the UK, with access to co-working spaces.

• 34 days of holiday plus your birthday off (including bank holidays).

• Share options scheme.

• Private medical and dental insurance.

• Life insurance.

• Income protection.

• 24/7 Employee Assistance Programme (EAP).

• Matched pension contributions up to 5%.

• Personal development support.

• Cycle-to-work scheme.

• Retailer discount perks.