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For Companies At a Glance
- Tasks: Manage customer journeys, provide training, and resolve support tickets.
- Company: Join a small, ambitious team at Oxford Risk applying behavioural science.
- Benefits: Collaborative environment with opportunities for growth and learning.
- Why this job: Make a real impact on customer success in the financial sector.
- Qualifications: Strong communication skills and experience with ticketing systems required.
- Other info: Work with an international team focused on improving investor outcomes.
The predicted salary is between 36000 - 60000 £ per year.
Key responsibilities
- Manage the entire customer journey, including onboarding, initial training, and ongoing support.
- Take ownership of customer onboarding post-sales; sending welcome emails, providing login details, user guides, and essential training resources.
- Provide training sessions to new users, ensuring they are well-equipped to navigate and use the platform effectively.
- Configure new customer accounts, including site provisioning, feature configuration, and customisation.
- Understand customer use cases and help them get the most value from our platform.
- Triage and resolve incoming support tickets, managing communications and escalating issues when necessary.
- Independently follow predefined workflows to deliver services to customers and identify refinements to those workflows where possible.
- Proactively identify potential bottlenecks in resolution and ensure timely, transparent updates to clients.
- Create and maintain support content—FAQs, how-to articles, and walkthrough videos—to streamline client assistance.
- Collaborate closely with the Product and Development teams to share user feedback and improve UX based on recurring issues.
- Contribute to testing product updates before release and collecting feedback after release.
What we’re looking for
- A clear and confident communicator, especially in writing—comfortable producing help content and guides.
- Experience working with ticketing systems, particularly HubSpot and Jira.
- Demonstrated proficiency in Microsoft Excel, with expertise in the use of formulas.
- A strong understanding of B2B customer needs, ideally within a regulated industry.
- Comfortable working in cross-functional and distributed teams across various time zones.
- A client-first mindset and the ability to communicate with users from diverse professional backgrounds.
- A self-starter who thrives in fast-paced environments—ready to build and lead a global support function in the future.
Why Oxford Risk?
We’re a small, ambitious team applying behavioural science to the real world of financial decisions. Our work spans investor profiling, engagement tools, and behavioural nudges — all designed to personalise advice and improve long-term outcomes.
You’ll join an international, collaborative team working across research, product, and design to help investors not just decide what to invest in — but how to behave while doing it.
Our values
- Be conscientious – Do the right thing for investors, customers, and colleagues.
- Be clear and make it simple – Understandable, concise, repeatable.
- Be proactive and collaborative – Take action and work well with others.
- Be curious – Open to improvement and learning.
How to apply
To apply, please send your CV and a short cover letter to careers@oxfordrisk.com. We are not accepting any CV's through recruitment agencies for this role. We look forward to hearing from candidates.
The Print Rooms Unit 110 - 164-180 Union St, London, SE1 0LH
Customer Success Manager in City of London employer: Oxford Risk
Contact Detail:
Oxford Risk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer success. Think about how you’d handle onboarding and support scenarios, and be ready to share your past experiences that showcase your skills.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, they want someone who can create help content and guide users effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Success Manager in City of London
Some tips for your application 🫡
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Make sure to highlight your experience in customer success and how it aligns with our values. Keep it concise, clear, and engaging—show us why you're the perfect fit!
Tailor Your CV: Don’t just send a generic CV! Tailor it to reflect the skills and experiences that match the Customer Success Manager role. Use keywords from the job description to catch our eye and demonstrate your understanding of the position.
Showcase Your Communication Skills: Since we value clear communication, make sure your writing is on point. Avoid jargon and keep your language simple and direct. This is your opportunity to show us how well you can convey information—make it count!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates. Plus, it shows you're proactive—just what we like to see!
How to prepare for a job interview at Oxford Risk
✨Know the Customer Journey Inside Out
Make sure you understand the entire customer journey, from onboarding to ongoing support. Familiarise yourself with how to effectively manage each stage and be ready to discuss your approach to ensuring customers get the most value from the platform.
✨Showcase Your Communication Skills
As a Customer Success Manager, clear communication is key. Prepare examples of how you've created help content or guided users through complex processes. Be ready to demonstrate your writing skills during the interview, perhaps by discussing a piece of content you've produced.
✨Familiarise Yourself with Tools
Since experience with ticketing systems like HubSpot and Jira is essential, brush up on these tools before your interview. If you have specific examples of how you've used them to resolve issues or improve workflows, be sure to share those.
✨Emphasise Your Proactive Mindset
Prepare to discuss instances where you've identified potential bottlenecks or areas for improvement in customer support processes. Highlight your ability to take initiative and collaborate with cross-functional teams to enhance user experience.