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For Companies At a Glance
- Tasks: Build strong customer relationships and ensure they get the most out of our platform.
- Company: Join a dynamic fintech company revolutionising the investment world.
- Benefits: Competitive salary, health insurance, hybrid working, and generous holiday allowance.
- Why this job: Shape the future of customer success in a fast-growing tech environment.
- Qualifications: Experience in customer-facing roles and a passion for client success.
- Other info: Collaborative culture with continuous learning and development opportunities.
The predicted salary is between 36000 - 60000 Ā£ per year.
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 longāterm 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 goālive, ensuring successful adoption, value realisation, and longāterm retention.
You will act as a trusted advisor to customers, owning the postāimplementation relationship and working closely with Product, Implementation, and Support teams to deliver an excellent endātoāend customer experience.
Key Responsibilities- Own the ongoing relationship with a portfolio of customers postāimplementation.
- 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.
- 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 checkāins, reviews, and success planning sessions.
- Own renewals and identify valueāled expansion opportunities and signals through usage patterns, operational pain points and business outcome.
- 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.
- 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 customerācentric culture.
- Support the evolution of the function as Finbourne scales.
- Experience in Customer Success, Account Management, Consulting, or similar clientāfacing roles.
- Background in B2B SaaS, fintech, financial services, or complex enterprise software environments.
- Experience managing longāterm customer relationships and driving adoption postāgoālive.
- Comfortable working in a fastāgrowing, evolving organisation where processes are still being defined.
- Strong stakeholder management skills, including engagement with senior and technical client contacts.
- Ability to translate complex products into clear value for customers.
- Structured, proactive, and outcomeāoriented approach to customer management.
- Excellent communication and problemāsolving skills.
- Collaborative mindset with the confidence to challenge constructively.
- Interest in building and shaping new functions, not just operating within existing ones.
- Competitive salary plus performance based bonus.
- A competitive health insurance policy that disregards previous medical history, including dental, optical, mental health support and comprehensive cancer cover.
- Cycle to work scheme and Gym discounts.
- Hybrid working environment with flexibility to suit individual needs.
- External training and accreditations supported, along with internal training and development programs.
- Paid maternity, paternity and adoption leave.
- 25 days holiday plus bank holidays.
We are a young, dynamic financial technology company aiming to reāengineer the world of investing to make it clearer, faster and more cost effective for everyone. At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidenceābased solutions. We respect your independent thought, your intellectual curiosity and your opinion.
Our solution is open, API first and developer friendly ā a true first for the asset management industry.
Customer Success Manager in London employer: FINBOURNE Technology
Contact Detail:
FINBOURNE Technology Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Customer Success Manager in London
āØTip Number 1
Network like a pro! Reach out to current or former employees at Finbourne on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that make you stand out.
āØTip Number 2
Prepare for the interview by understanding Finbourne's platform inside out. Familiarise yourself with their customer success metrics and think of ways you can help customers achieve long-term value. Show us youāre not just a fit for the role, but a fit for our mission!
āØTip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. We want to hear about your strategies for building relationships and ensuring customer satisfactionāmake it relatable and engaging!
āØTip Number 4
Donāt forget to apply through our website! Itās the best way to ensure your application gets seen by the right people. Plus, it shows us youāre genuinely interested in being part of the Finbourne family. Letās grow together!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application š«”
Show Your Passion: When writing your application, let your enthusiasm for Customer Success shine through! We want to see how excited you are about helping customers achieve their goals and how you can contribute to our mission at Finbourne.
Tailor Your Experience: Make sure to highlight your relevant experience in Customer Success or similar roles. Weāre looking for specific examples of how you've managed customer relationships and driven adoption, so donāt hold back on the details!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to explain your skills and experiences, as we appreciate a structured approach that makes it easy for us to see your fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. Itās the best way for us to receive your application and ensures youāre considered for this exciting opportunity to shape our Customer Success function!
How to prepare for a job interview at FINBOURNE Technology
āØKnow Your Customer
Before the interview, dive deep into understanding Finbourne's platform and its customers. Familiarise yourself with their business objectives and how they use the platform. This will help you demonstrate your ability to act as a trusted advisor and show that you can drive platform adoption effectively.
āØShowcase Your Relationship Skills
Prepare examples from your past experiences where you've successfully managed long-term customer relationships. Highlight how you identified risks, drove adoption, and ensured customer satisfaction. This will illustrate your stakeholder management skills and your proactive approach to customer success.
āØBe Ready to Collaborate
Since this role involves working closely with various teams, think of instances where you've collaborated cross-functionally. Be prepared to discuss how youāve communicated customer insights to product teams or worked with support to resolve issues. This will show your collaborative mindset and your ability to challenge constructively.
āØDemonstrate Your Problem-Solving Skills
Think of specific challenges you've faced in previous roles and how you overcame them. Be ready to discuss your structured, outcome-oriented approach to problem-solving. This will highlight your ability to translate complex products into clear value for customers, which is crucial for the Customer Success Manager role.
