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- Tasks: Manage client accounts, ensuring high retention and identifying growth opportunities.
- Company: Dynamic recruitment agency connecting top talent with leading businesses.
- Benefits: Hybrid work model, competitive salary, and a focus on professional growth.
- Why this job: Be the voice of the customer and drive impactful relationships in a thriving FinTech environment.
- Qualifications: Experience in customer success or account management with strong stakeholder skills.
- Other info: Join a diverse team committed to inclusion and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Northreach is a dynamic recruitment agency that connects businesses with top talent in financial services, lending, and digital sectors. We specialise in providing a seamless recruitment experience for clients and candidates, fostering innovation and professional growth. We are partnering with a FinTech in the pensions and employee benefits sector who are scaling and looking to increase their market share.
The Client Success Manager will be responsible for a portfolio of accounts and be responsible for the successful maintenance of all relationships and ensuring high levels of customer retention. The role is very proactive commercially focused account management role, strengthening the proposition and identifying opportunities and risks.
Key Responsibilities- Retention & Revenue Protection
- Own a portfolio with clear retention and growth targets
- Identify early churn risks and execute mitigation plans
- Develop structured account plans with defined engagement strategies
- Collaborate cross-functionally to resolve issues before they escape
- Expansion & Adoption
- Increase employee engagement, contribution levels and pension consolidations
- Identify upsell and cross-sell opportunities within accounts
- Partner with Sales on expansion opportunities
- Treat every account as a growth opportunity
- Lead structured Quarterly Business Reviews (QBRs)
- Demonstrate ROI and measurable outcomes to stakeholders
- Deliver training sessions and customer education initiatives
- Position the business as a strategic, long-term partner
- Relationship Management
- Build multi-threaded relationships across HR, Finance, Operations and leadership
- Reduce single-thread risk within accounts
- Develop executive alignment where appropriate
- Advocacy & Feedback
- Act as the voice of the customer internally
- Surface structured feedback to Product and Operations
- Build referenceable customers, case studies and testimonials
- Support Sales with customer introductions and references
- CRM & Reporting
- Maintain accurate CRM records and forecasting
- Track retention, expansion and engagement metrics
- Share insights with leadership to inform strategy
- High retention rates across portfolio
- Clear expansion revenue contribution
- Churn risks identified and mitigated early
- Customers articulate measurable value from Penfold
- Strong pipeline of referenceable customer advocates
Experience in Customer Success, Account Management or a similar B2B role. Proven track record of retaining and growing customer accounts. Experience managing revenue targets tied to retention and expansion. Strong stakeholder management skills across multiple functions. Experience leading QBRs or value-based customer reviews. Strong CRM discipline (HubSpot, Salesforce or similar).
This role is hybrid - Office, Field and remote office 3 x pw. You must have full right to work in the UK.
Northreach is an equal opportunity employer and we do not discriminate against any employee or applicant for employment based on race, colour, religion, sex, national origin, disability, or age. We are committed to promoting diversity, equity, and inclusion in the workplace and hiring practices, therefore only partner with businesses that promote DEI. We strive to create a welcoming and inclusive environment for all employees.
Client Success Manager employer: Northreach
Contact Detail:
Northreach Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Manager
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to client success management. Think about how you can demonstrate your experience in retaining and growing accounts effectively.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Client Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Success Manager role. Highlight your experience in account management and customer retention, and show us how you can bring value to our team.
Showcase Your Achievements: Don’t just list your responsibilities; we want to see your successes! Use specific examples of how you've retained customers or driven growth in previous roles. Numbers speak volumes!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can build relationships and connect with clients, so don’t be afraid to show us who you are!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at Northreach
✨Know Your Accounts Inside Out
Before the interview, make sure you research the company’s existing clients and their needs. Understand the challenges they face in the pensions and employee benefits sector. This will help you demonstrate your proactive approach to account management and show that you’re ready to hit the ground running.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've successfully built and maintained relationships in previous roles. Highlight your ability to engage with various stakeholders, from HR to Finance. This will illustrate your capability to reduce single-thread risk and foster multi-threaded relationships, which is crucial for the Client Success Manager role.
✨Demonstrate Your Commercial Acumen
Be ready to discuss how you’ve identified upsell and cross-sell opportunities in past positions. Share specific strategies you’ve used to protect revenue and drive growth. This will show that you understand the commercial focus of the role and are equipped to contribute to the company's expansion goals.
✨Prepare for QBRs Like a Pro
Since leading Quarterly Business Reviews (QBRs) is part of the job, practice how you would present ROI and measurable outcomes to stakeholders. Think about how you can effectively communicate value and engage your audience. This preparation will set you apart as someone who can lead these important discussions confidently.