At a Glance
- Tasks: Build strong customer relationships and drive success with hands-on support and strategy.
- Company: Join Ontik, a fast-growing B2B financial operations platform in London.
- Benefits: Competitive salary, dynamic work environment, and the chance to shape customer success.
- Other info: Opportunity to lead a high-performing team and grow within a rapidly scaling startup.
- Why this job: Make a real impact on customers' success and help define the future of financial operations.
- Qualifications: 5+ years in Customer Success or Account Management, with strong relationship-building skills.
The predicted salary is between 59400 - 72600 £ per year.
Location: London (in office mainly, with regular on-site customer visits across the UK)
Reports to: Founders
Team: Customer success
Type: Full-time, Senior Role
About Ontik
Ontik is an ambitious, early-stage B2B financial operations platform designed to streamline and simplify complex financial workflows for heavy duty industries. We’re scaling rapidly and looking for top‑tier engineers to join our team. You’ll have the chance to work in a high‑performance, ownership‑driven environment, where you can make a direct impact on the product and help shape its future.
The Role
We’re looking for a Customer Success Manager who’s an executer first and foremost — someone who loves being close to customers, building trust on site, and delivering real results before scaling the playbook. This is a hands‑on senior role. You’ll be in‑branch with merchants, sitting alongside credit controllers, understanding how they work, and helping them succeed with Ontik day to day. You’ll use those experiences to shape our onboarding, adoption, and retention strategy, then build the team and processes around it. You’ll lead from the front — rolling up your sleeves, solving problems in real time, and ensuring that every customer sees measurable outcomes from Ontik.
Key Responsibilities
- Hands‑On Customer Execution
- Spend time on site with customers, building relationships and understanding their workflows.
- Personally oversee key merchant onboarding and adoption phases — ensuring smooth integrations and quick time‑to‑value.
- Act as the face of Ontik for our customers: lead QBRs, training sessions, and support escalations where needed.
- Build deep relationships with credit controllers, finance directors, and business owners — becoming a trusted advisor, not just a vendor.
- Capture feedback directly from the field and translate it into clear product and process improvements.
- Strategy & Leadership
- Define and own Ontik’s Customer Success strategy to drive retention, expansion, and advocacy.
- Build and lead a high‑performing CS team focused on execution, relationship‑building, and measurable outcomes.
- Establish clear metrics (NRR, GRR, time‑to‑value, adoption rates) and ensure they’re owned by the team.
- Create segmentation and engagement models tailored to different merchant profiles.
- Lead by example — set the tone for a customer‑first, action‑oriented culture.
- Customer Lifecycle Management
- Oversee the full customer journey from onboarding through renewal and expansion.
- Develop scalable playbooks for adoption, renewals, and growth — grounded in real customer experience.
- Identify at‑risk accounts early and deploy hands‑on interventions to turn them around.
- Build advocacy programs with customers willing to champion Ontik through case studies and referrals.
- Work closely with Product to influence roadmap priorities based on real usage insights.
- Process, Tools & Collaboration
- Implement the systems and processes needed to scale Customer Success efficiently as we grow.
- Build feedback loops across Sales, Product, and Marketing to ensure alignment around customer value.
- Create reporting dashboards for leadership to monitor health scores, churn risk, and expansion opportunities.
- Lead regular internal reviews to surface learnings and improve consistency across the customer base.
What You’ll Bring
- 5 years + experience in Customer Success, Account Management, or similar roles within SaaS or fintech.
- Proven record of being in front of customers — building relationships, managing rollouts, and driving measurable success.
- Experience leading and scaling CS teams, ideally across onboarding, adoption, and renewals.
- Strong commercial acumen with comfort owning revenue‑related metrics (retention, NRR, expansion).
- A builder mindset: thrives in fast‑moving environments and loves turning process gaps into scalable systems.
- Excellent communication and presentation skills — equally confident in a merchant’s branch or a boardroom.
- Deep empathy for customers and a genuine interest in how their businesses run.
- Experience with ERP‑integrated software or payment automation tools is a plus.
Why Join Ontik
At Ontik, we embrace a high‑performance, ownership‑driven culture where every team member plays a critical role in our success. We move quickly, take responsibility for our work, and continually strive for excellence. As a Customer Success Manager, you’ll have the opportunity to take ownership of our customer success function, work with brilliant colleagues, and make a tangible impact on the future of our platform. If you’re ready to solve challenging problems, build innovative solutions, and contribute to a fast‑growing startup, Ontik is the place for you.
Sound exciting? If you’re excited to help define the future of financial operations with a world‑class product, Chris, our Co‑Founder, would love to chat: chris.smith@ontik.io
Customer Success Manager employer: Ontik
Ontik is an exceptional employer that fosters a high-performance, ownership-driven culture where every team member's contributions are valued. Located in London, this role offers the unique opportunity to engage directly with customers across the UK, allowing you to build meaningful relationships and drive impactful results. With a focus on employee growth and innovation, Ontik provides a dynamic environment for those looking to make a significant difference in the financial operations landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ontik. 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 Ontik 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
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 Ontik:Your cover letter is your chance to shine! Tell us why you want to work at Ontik 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 Ontik!
How to prepare for a job interview at Ontik
✨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.
