Customer Success Manager - FinTech (Implementation & Delivery Focus)

Customer Success Manager - FinTech (Implementation & Delivery Focus)

Manchester Hybrid (3-4 days onsite per week)

Full-Time £35k-£40k per annum

Sector: FinTech (B2B SaaS)

We're hiring on behalf of a high-growth fintech start-up that's transforming how lenders, brokers, and intermediaries manage loans. We're looking for a Customer Success Manager (CSM) who thrives in implementation-heavy roles and is confident in taking ownership of complex client onboarding and delivery.

It's a hands-on opportunity for someone with strong SaaS delivery experience who can lead client implementations, manage internal and external stakeholders, and drive long-term client success. Lending industry experience is a plus, but not a must.

What You'll Be Doing:

• Implementation & Delivery (Core Focus): Lead client onboarding and implementation from start to finish, ensuring a smooth, on-time rollout and outstanding client satisfaction.
• Project Management: Coordinate resources, manage delivery timelines, and proactively solve issues before they escalate.
• Customer Engagement: Act as the go-to person for your clients. Build strong relationships, understand their business needs, and be their trusted advisor.
• Stakeholder Management: Align internal teams and external clients to keep everyone moving in the same direction.
• Commercial Awareness: Spot upsell or cross-sell opportunities that genuinely benefit the customer.
• Process Optimisation: Suggest and implement improvements to onboarding and success workflows.

What We're Looking For:

• 3-5 years of experience in a customer-facing role, ideally in B2B SaaS with a strong focus on project delivery and implementation.
• A self-starter who can independently manage complex projects and build rapport with both technical and non-technical stakeholders.
• Excellent communication and organisational skills.
• Previous experience in intermediated lending, financial services, or working with brokers/lenders is helpful, but not essential.
• A genuine customer-first mindset with commercial awareness.

Why Join?

This is a fantastic opportunity to work at the heart of an ambitious fintech business that values autonomy, customer success, and innovation. You'll play a critical role in ensuring customers get real value from the platform, from day one through to long-term growth.

Contact: Elvis Eckardt