Customer Success Manager in England

Role Summary
As Finbourne continues to scale, we are creating a dedicated Customer Success function to complement our existing onboarding, implementation, and customer support teams.
This role will play a key part in ensuring customers achieve long-term value from the Finbourne platform and grow with us over time.
We are hiring a Customer Success Manager to help establish and shape Finbourne\’s Customer Success capability.
This is a new role and an opportunity to influence how Finbourne partners with customers beyond go-live, ensuring successful adoption, value realisation, and long-term retention.
You will act as a trusted advisor to customers, owning the post-implementation relationship and working closely with Product, Implementation, and Support teams to deliver an excellent end-to-end customer experience.
Key Responsibilities
Customer Relationship & Value Management
Own the ongoing relationship with a portfolio of customers post-implementation
Develop a deep understanding of each customer\’s business objectives, use cases, and success criteria
Drive platform adoption and ensure customers are realising measurable value from Finbourne
Act as a strategic partner, helping customers align Finbourne\’s capabilities to their evolving needs
Adoption, Health & Retention
Define and monitor customer health metrics, adoption indicators, and risk signals
Proactively identify and address risks to customer satisfaction, renewal, or expansion
Lead regular customer check-ins, reviews, and success planning sessions
Own renewals and identify value-led expansion opportunities and signals through usage patterns, operational pain points and business outcome
Cross-Functional Collaboration
Work closely with Implementation and Delivery Managers to ensure a smooth transition to BAU
Partner with Customer Support to resolve issues efficiently and communicate trends back to the business
Provide structured feedback to Product and Engineering based on customer insights and usage patterns
Align with Sales on customer expectations, success outcomes, and growth opportunities
Building the Customer Success Function
Help define Customer Success processes, playbooks, and best practices
Contribute to the development of success metrics, reporting, and tooling
Act as a voice of the customer internally, helping shape Finbourne\’s customer-centric culture
Support the evolution of the function as Finbourne scales
Skills and Experience
Experience
Experience in Customer Success,