Customer Success Consultant

Customer Success Consultant

Department: Customer Success

Employment Type: Permanent - Full Time

Location: London

Reporting To: Head of Customer Support

Compensation: £50,000 - £55,000 / year

Description

We're looking for a strategic Customer Success Consultant to partner with financial advice firms and drive measurable client outcomes.

Role Overview:

As a Customer Success Consultant, you will act as a trusted adviser to a portfolio of high value, strategically important customers within the financial advice sector. You will be responsible for building strong, senior level relationships, driving adoption of Defaqto's adviser products, and ensuring clients achieve measurable business outcomes.

This role combines strategic account management, insight led consultancy, and cross functional collaboration, with a strong focus on delivering impact for clients while modelling company values and contributing to a high performance, customer centric culture.

What you'll do

Strategic portfolio management:

• Own and grow relationships with high value customers, ensuring they derive maximum value from our products.

Consultative engagement:

• Use a consultative approach to understand customer goals and challenges, to then build bespoke engagement plans that drive adoption and success.

Onboarding & education:

• Deliver advanced onboarding and training sessions tailored to complex customer needs.

Data driven insights:

• Analyse engagement data and provide actionable recommendations to improve adoption and outcomes.

Collaboration with Sales:

• Identify potential up sell opportunities, support renewals, and strengthen retention strategies.

Influence and advocacy:

• Act as the voice of the customer internally, championing feedback to Product and Marketing teams.

Culture and leadership:

• Serve as a role model for company values, champion better ways of working, and contribute to a positive, collaborative culture.

What you'll need to succeed:

Qualifications/training

• Degree educated, or able to demonstrate equivalent intellectual ability.

Knowledge

• Deep understanding of Customer Success principles and consultative methodologies.
• Strong knowledge of the UK financial services industry, including regulatory changes and advice firm structures.
• High level of IT literacy, including MS Office and CRM systems.

Skills

• Exceptional relationship building and stakeholder management skills at senior levels.
• Ability to influence and drive strategic conversations with decision makers.
• Strong analytical and problem solving skills; able to interpret data and present insights.
• Excellent communication and presentation skills across all mediums.
• Highly organised with the ability to manage complex projects and priorities.

Experience

• Proven experience managing high value accounts and delivering measurable improvements in engagement and retention.
• Track record of consultative selling or influencing change within customer organisations.
• Experience collaborating cross functionally with Sales, Product, and Tech teams.

Your approach to work

• Act as a role model for company values and champions a positive culture.
• Comfortable working in ambiguity and driving clarity through collaboration.
• Proactive, resilient, and solutions focused.
• Committed to continuous learning and personal development.
• Data driven and results oriented, with a strong focus on impact.

It's also important that you live our values as these are fundamental to our purpose as an organisation, so be sure to Think Big, Be Bold, Own It, Team Up and Be A Star.

Important to know

Location:

This is a hybrid working role - you'll spend 2 days a week in our London office (Herbal Hill) working with colleagues and the other days from home.

Right to Work:

Applicants must already hold a legal right to work in the UK without time restrictions and without the need for future sponsorship. We are unable to provide Skilled Worker visa sponsorship.