Principal Customer Success Manager

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

📋 Description

• Cultivate robust relationships with our clients by ensuring high engagement levels, aligning business goals, and delivering exceptional service.

• Maintain an in-depth knowledge of our solutions, client demographics, and industry best practices.

• Serve as a trusted advisor and advocate for the client, ensuring their success and maximizing value as they transition to a new platform or service.

• Educate clients on the business value of our solutions and the application of best practices.

• Deliver business insights through client value presentations, Quarterly Business Reviews, and other methodologies.

• Identify potential growth and upselling opportunities to enhance revenue, engaging the Account Executive at the appropriate moment to facilitate the handoff.

• Evaluate customer health by tracking product usage, reported issues, and various success metrics.

• Act as a liaison between internal COE teams to ensure client needs are met and develop solutions to alleviate client pain points.

• Recognize trends and communicate feedback internally to address underlying issues effectively.

• Ensure clients receive full transparency regarding the status of their issues/requests from submission to resolution.

• Actively engage in the customer lifecycle process, from initial prospecting to renewal.

• Participate in the development and enhancement of the Customer Success Management program.

• Facilitate customer account modifications, product setup, and billing inquiries or corrections.

• Collaborate with Sales and other Learning & Development teams to provide customer training as required.

⛳️ Requirements

• Significant experience in a Customer Success, Account Management, or other client-facing role.

• A Bachelor’s degree (or higher) is required, or equivalent years of industry experience.

• Capacity to troubleshoot and resolve business and fundamental technical issues.

• A foundational understanding of banking regulations (e.g., GDPR, FCA guidelines) is necessary.

• Proficient in managing daily client communications, including escalations and problem-solving scenarios.

• Must possess the ability to work independently while also collaborating effectively within a team.

• Change progresses slowly within financial institutions due to essential risk and compliance checks, necessitating exceptional patience and project management skills.

• Willingness to travel occasionally (up to 25% of the time).

🏝️ Benefits

• Contributory pension.

• Life cover.

• Income protection.

• Healthcare.

• Enhanced maternity and sick pay.

• 26 days of holiday plus an additional day off for your birthday.

• Option to buy and sell holiday.

• Complimentary credit checks.

• Flexible benefits including cycle to work scheme, discounted travel options, gym membership, dining and leisure discounts, financial and savings plans, and mobile discounts.

• Personal development support with a variety of learning options, including access to a global online learning platform.

• Support for Inclusion and Diversity, Wellbeing, and Employee Engagement forums.