Customer Success Manager in London

The Role

As our Customer Success Manager, you will own the post-sale relationship with FinregE's customers. This is not a support role. You are accountable for retention, expansion, and ensuring every customer extracts measurable value from the platform.

You will work closely with a regulated customer base, primarily financial services compliance and regulatory affairs teams, so comfort with the language of regulation, risk, and governance is essential. You will be the bridge between the customer and the product, feeding insight back into the roadmap and advocating internally for what customers need.

This role is foundational. You will be one of the first dedicated CS hires, which means you will shape the function, the playbooks, and the approach as we scale.

What You Will Own

Customer Retention and Health

• Manage a portfolio of accounts, owning renewal conversations and tracking customer health proactively.
• Build strong relationships with key stakeholders across compliance, legal, and operations functions.
• Identify at-risk accounts early and execute remediation plans before churn becomes a risk.
• Run regular business reviews (QBRs and EBRs) that demonstrate clear ROI and platform value.

Onboarding and Activation

• Own the customer onboarding journey from contract signature to full activation.
• Develop and iterate onboarding programmes that get customers to value quickly and consistently.
• Create and maintain onboarding documentation, training materials, and self-serve resources.

Expansion and Advocacy

• Identify expansion opportunities within accounts (additional modules, teams, or use cases) and work with commercial colleagues to progress them.
• Build a pipeline of customer advocates willing to participate in case studies, references, and speaking opportunities.
• Collaborate with the content and marketing team on customer evidence and thought leadership.

Product and Feedback Loop

• Act as the voice of the customer internally, synthesising feedback into clear, prioritised product insights.
• Work closely with the product team to communicate upcoming changes to customers and gather input on the roadmap.
• Log and escalate product issues or feature requests in a structured, consistent way.

Who You Are

Experience and background

• 3 or more years in a Customer Success, Account Management, or similar post-sale role, ideally in B2B SaaS.
• Experience working with regulated industry customers (financial services, legal, insurance, or similar) is strongly preferred.
• Comfortable running executive-level conversations with senior compliance or risk stakeholders.
• Track record of owning renewals and expansion targets, not just account management activity.

Skills and qualities

• Highly organised with strong written and verbal communication skills.
• Commercially minded: you understand NRR, GRR, and what drives them.
• Comfortable in ambiguity and able to build structure where little exists.
• Empathetic listener who can translate customer needs into actionable internal priorities.
• Data-driven: you use CRM data, health scores, and product usage to inform decisions, not instinct alone.
• Genuine interest in regulatory technology, compliance, or fintech is a significant advantage.

How You Will Work

FinregE is a high-autonomy environment. You will be trusted to manage your portfolio without close supervision, make judgment calls in customer conversations, and bring structured thinking to problems that do not yet have a playbook. We expect you to be proactive, commercially aware, and genuinely curious about the regulatory challenges our customers face.

You will collaborate closely with the commercial, product, and marketing teams. Because we are small, that collaboration is direct and fast. There is no layers of approval or slow internal process to navigate.

What Success Looks Like in Year One

• Customers renew at or above target net revenue retention.
• A repeatable onboarding programme is in place and documented.
• You have a clear view of account health across the full portfolio.
• You have built trusted relationships with key stakeholders in your top accounts.
• You have contributed at least two customer case studies or advocacy moments to the marketing team.
• Product feedback from customers is being captured and fed into the roadmap in a structured way.