Customer Success Manager - Payments - FinTech

We are looking for a Customer Success Manager to join our growing team. Reporting to the Head of Customer Success, you will display a passion for building long term customer relationships which is critical to our growth and retention strategy. As a Customer Success Manager, you will be the trusted partner and primary point of contact for our customers after the initial sale. You will be responsible for customer onboarding, running Proof of Concepts (PoCs), driving implementation projects, and ensuring ongoing success and satisfaction. Your ultimate goal is to make customers love using us and to maximise their lifetime value with us. This is a hugely important role as the successful candidate will represent us in the eyes of our customers as well as the wider Financial Services ecosystem. This requires a highly organised mindset and an ability to successfully liaise with both client teams and internal teams. It would be advantageous to have experience within a SaaS or Financial Services business.

Responsibilities

• Proof of Concepts (PoCs): Lead and coordinate customer PoCs, working closely with Sales, Product, and Engineering teams to define success criteria, manage timelines, and ensure a smooth handover into full production.
• Implementation and Onboarding: Own the customer onboarding experience, setting clear expectations, managing project plans, and ensuring a smooth and successful deployment. Use project management tools (e.g., Jira) to track onboarding tasks. Set up customer configurations including product setup, XML/file imports, and user access. Deliver training (live, remote, or recorded) to new users.
• Customer Relationship Management: Act as the voice of the customer internally, communicating feedback and feature requests to the Product and Development teams. Run regular check-ins with customers to identify pain points, understand goals, and ensure they are deriving maximum value from our platform. Manage customer renewals, expansions, and advocacy programs.
• Service Desk and Support: Monitor service desk queues daily to triage support tickets, questions, feature requests, and escalate bugs or issues appropriately. Ensure swift and clear communication on resolutions and updates.
• Customer Advocacy and Communication: Educate customers about new features, best practices, and upcoming product enhancements. Help customers quantify the value we deliver, supporting them in internal advocacy for continued use or expansion.
• Metrics and Reporting: Track and report on customer health metrics, product adoption, and satisfaction scores. Participate in quarterly customer reviews and internal performance reviews of service delivery.

Post holder skills and qualities

The post holder needs the following characteristics and experience: 3+ years in a Customer Success, Implementation, or Account Management role within SaaS, Fintech, or Payments. Strong project management skills; highly organised and able to manage multiple clients and projects simultaneously. Excellent communication and relationship-building skills – you're comfortable engaging with both technical teams and C-level stakeholders. Semi-technical, with the ability to understand customer data processes, file imports, reconciliation workflows, and product configurations. Proactive problem-solver who thrives in a scale-up environment. Results-driven, empathetic, and passionate about helping customers succeed. Familiarity with service desk platforms, Jira and Slack is a plus.

Your day-to-day roles and responsibilities may change over time, as we grow and you flex to add the most value you can at the time. The role holder can be based anywhere in the UK and must be eligible to work in the UK. Travel across Europe will also be essential as you will be required to attend meetings with our customers.