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:
Build the foundation – establish trusted, senior client relationships and embed best-practice platform usage
Drive adoption and value – ensure clients are using the platform correctly, consistently, and in line with their operating model
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
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