At a Glance
- Tasks: Engage customers, identify upsell opportunities, and provide strategic guidance for success.
- Company: Moss is a dynamic SaaS scale-up revolutionising spend management for SMBs across Europe.
- Benefits: Enjoy top compensation, equity, remote work options, and a generous learning budget.
- Other info: Be part of a diverse team with 250+ members from over 40 nationalities.
- Why this job: Join a fast-paced culture focused on impact, growth, and career acceleration.
- Qualifications: Experience in a commercial role, fluent in English, and a customer-centric mindset required.
The predicted salary is between 36000 - 60000 £ per year.
At Moss, we give finance professionals the power to automate their day-to-day and make forward-thinking decisions.
Our culture is what makes that possible: we play to win, we obsess over quality, and we win as One Moss, and it works. Moss closed a €35 million Series C in August 2026, crossing a €1 billion valuation, and became one of Europe's fintech unicorns. Join us for what's next.
Join our Customer Success team, where you will focus on driving SaaS revenue growth through proactive customer engagement. While leveraging data insights, you will proactively identify upsell opportunities and mitigate churn risks. Your strategic guidance and deep product knowledge will be essential in helping customers unlock new value of our product and set them up for success.
Your responsibilities
Here's a bit more on what you can expect to be doing day-to-day:
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Drive customer engagement - through building and nurturing value-creating and scalable relationships, you develop a deep understanding of your clients’ and their finance goals. You guide and consult with them in order to drive their engagement and the activation of all the spend management features.
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Upsell -you leverage your deep understanding of both the product and your customer's needs to identify new business opportunities, as well as product and feature optimisation initiatives to increase value for existing accounts.
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Measure success and provide data insights - with the use of specific KPIs you aim to achieve and monitor revenue trajectory through, for example, key metrics such as spend engagement, SaaS uplift and renewals.
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Act as Product ambassador - working closely with internal stakeholders, you compile and communicate client feedback and act in an advisory capacity on current and future product features.
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Thrive for process excellence - you aim for continuous improvement, designing and delivering upon the client journey touchpoints that will increase customer satisfaction and contribute towards long-term retention.
About you
We think you’ll need the following experience and qualifications to succeed in the role:
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Proven experience in a proactive commercial-centric role, ideally in a B2B setting.
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Prior experience with upselling products and product features to existing clients.
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Fluent in English (C2)..
In addition, here are the skills and attributes we are looking for:
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Customer obsessed - You empathize with the needs and pain points of the customer and provide a flawless experience.
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Commercially minded - You are able to demonstrate continuous value to customers, leveraging new business opportunities and can confidently negotiate pricing, contracts and add-ons.
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Clear communicator - You are able to communicate complex topics to a range of audiences in a clear, concise and expert manner.
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Analytical mindset - You are able to read, interpret and leverage data to prioritize customers, solve complex problems, identify upsell opportunities and retain customer happiness. You can recognise problems before they arise, and you challenge the status quo.
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Expert Operator -You are able to manage multiple requests at the same time and prioritize accordingly. You have a structured way of working, employing efficiency and effectiveness in your day-to-day tasks.
About Moss
Moss is the Finance AI platform for Europe's mid-sized businesses, giving companies real-time visibility and full control over their spend. By automating card issuing, invoice management and expenses, Moss simplifies financial workflows and frees finance and accounting teams from manual, administrative work.
Founded in Berlin and used by more than 10,000 businesses including Flink, Schufa, n8n and Auto1, Moss has raised €220+ million to date and operates in Germany, the Netherlands, the UK and further EU markets. In August 2026, Moss closed a €35 million Series C led by Portage, crossing a €1 billion valuation and becoming one of Europe's newest fintech unicorns. Moss is backed by investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures, A-Star.
Moss DNA
We're a team of 300+ people from 50+ nationalities across 5 offices in Europe and we hire, reward, and grow people based on Moss DNA: playing to win, obsessing over quality, winning as One Moss.
If that's how you want to work, we want to hear from you.
what else to expect:
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Top-of-market compensation package, including equity.
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Our vibrant offices are at the heart of our culture, where in-person time fuels collaboration and connection over weekly breakfasts and Friday demos.
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Additional benefits include: 20 days 'work from abroad', 600EUR/GBP Learning & Development Budget, and other local benefits.
Unless stated otherwise, benefits apply to full-time positions (interns and working students receive a tailored package).
By applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Policy.
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Customer Success Manager (f/m/d) in London employer: Moss
Moss in Hove is an excellent employer that prioritises the growth and development of its team members, offering comprehensive training and a supportive work environment. With a focus on creating exceptional customer experiences, employees are encouraged to build connections and confidence, making every day rewarding. The competitive salary, performance incentives, and clear career progression opportunities further enhance the appeal of working at Moss, where personality and passion are truly valued.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (f/m/d) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moss. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Moss before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (f/m/d) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Moss:Your cover letter is your chance to shine! Tell us why you want to work at Moss specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Moss!
How to prepare for a job interview at Moss
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
