Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Build strong customer relationships and drive success through hands-on support and strategy.
- Company: Join Ontik, a fast-growing B2B financial operations platform in London.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Make a real impact by helping customers succeed and shaping the future of our product.
- Qualifications: 5+ years in Customer Success with a passion for building relationships.
- Other info: Be part of a high-performance team focused on execution and measurable outcomes.
The predicted salary is between 36000 - 60000 ÂŁ 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.
- 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.
- 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.
- 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.
Customer Success Manager in London employer: Ontik
Contact Detail:
Ontik Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Get to know the company inside out! Research Ontik's values, products, and customer success stories. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions and scenarios related to customer success. Think about how you’d handle onboarding or retention challenges, and be ready to share your real-life experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Ontik.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for helping customers succeed. Share specific examples of how you've built relationships and delivered results in previous roles. We want to know why you're excited about this position!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience that aligns with the Customer Success Manager role. Use keywords from the job description to demonstrate that you understand what we're looking for and how you fit the bill.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and fluff. Focus on your achievements and how they relate to the responsibilities outlined in the job description.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Ontik
✨Know Ontik Inside Out
Before your interview, make sure you research Ontik thoroughly. Understand their product, the industries they serve, and their customer success strategy. This will not only show your genuine interest but also help you tailor your answers to align with their goals.
✨Showcase Your Hands-On Experience
As a Customer Success Manager, being hands-on is key. Prepare examples from your past roles where you've directly engaged with customers, solved problems in real-time, and delivered measurable outcomes. Highlight how these experiences can translate to success at Ontik.
✨Demonstrate Relationship-Building Skills
Since this role involves building trust with customers, be ready to discuss how you've developed strong relationships in previous positions. Share specific strategies you've used to become a trusted advisor and how you’ve managed to turn around at-risk accounts.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and customer management strategies. Think of potential challenges you might face at Ontik and how you would address them. This will demonstrate your proactive mindset and readiness to lead from the front.
