Customer Success Manager

Customer Success Manager

Financial Services SaaS

London / Hybrid

£75,000 - £100,000 + Bonus + Benefits

This is a newly created role within a newly formed Customer Success function, designed to support the next phase of growth for a well-established financial-services technology platform.

The team will scale in three clear phases:

1. Build the foundation - establish trusted, senior client relationships and embed best-practice platform usage
2. Drive adoption and value - ensure clients are using the platform correctly, consistently, and in line with their operating model
3. Commercial growth - identify and execute upsell and cross-sell opportunities as accounts mature and usage deepens

You will sit post-implementation, owning the long-term client relationship and acting as a trusted advisor across business, operational, and technical stakeholders.

This role has genuine influence: shaping how Customer Success operates today, and how the function evolves as the business scales.

The Role

• Own and manage a portfolio of financial-services clients post go-live
• Develop a deep understanding of each client's operating model, workflows, and success criteria
• Drive platform adoption, value realisation, and long-term retention
• Act as a strategic partner to clients as their requirements evolve
• Lead regular client reviews, health checks, and success planning sessions
• Monitor usage, adoption, and risk signals to proactively address issues
• Own renewals and identify value-led expansion opportunities
• Work closely with Implementation, Product, Support, and Sales to deliver a joined-up client experience
• Feed structured customer insight back into Product and Engineering teams

Building the Function

• Help define Customer Success processes, playbooks, and best practice
• Contribute to success metrics, reporting, and tooling
• Act as the voice of the customer internally
• Support the evolution of the function as the team grows in size and scope

Required Experience

• Strong background in financial services
• Proven experience in Customer Success, Account Management, Relationship Management, or Consulting
• Demonstrable experience owning long-term client relationships in a B2B SaaS or enterprise technology environment
• Solid understanding of fund managers, fund administrators, and settlement processes
• Comfortable engaging with senior, technical, and operational stakeholders
• Able to translate complex platforms into clear commercial and operational value
• Structured, proactive, and outcome-focused approach
• Comfortable operating in a scaling business where processes are still being defined

Compensation & Benefits

• Base salary: £75,000 - £100,000
• Performance-linked bonus
• Comprehensive benefits package
• Flexible, hybrid working
• Strong investment in learning, development, and career progression

Please contact Ian Bailey at Harrington Starr for full details