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 culture with opportunities for growth and learning.
- Other info: Work with an international team focused on improving financial decisions.
- Why this job: Make a real impact on customer success in a dynamic environment.
- Qualifications: Strong communication skills and experience with ticketing systems required.
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 employer: Oxford Risk
At Oxford Risk, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. As a Customer Success Manager, you'll be part of a small, ambitious team dedicated to applying behavioural science to enhance financial decision-making, with ample opportunities for personal and professional growth. Located in the heart of London, we offer a dynamic environment where your contributions directly impact our clients and the broader financial landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨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 effectively communicate with clients and team members alike.
✨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
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 mission. Keep it concise, engaging, and tailored to the role.
Showcase Your Communication Skills:Since we're looking for clear and confident communicators, don’t shy away from demonstrating your writing prowess. Use simple language, avoid jargon, and make your points easy to understand.
Highlight Relevant Experience:Make sure to mention any experience you have with ticketing systems like HubSpot or Jira. If you've worked in B2B customer support, share those stories to show us you understand our customers' needs.
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’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Oxford Risk
✨Know the Customer Journey Inside Out
Familiarise yourself with the entire customer journey, from onboarding to ongoing support. Be ready to discuss how you would manage each stage and share examples of how you've successfully supported customers in the past.
✨Showcase Your Communication Skills
As a Customer Success Manager, clear communication is key. Prepare to demonstrate your writing skills by discussing how you would create help content or guides. Bring examples of any previous work that highlights your ability to communicate complex information simply.
✨Be Ready to Tackle Support Scenarios
Expect questions about handling support tickets and resolving issues. Think of specific situations where you triaged support requests effectively and be prepared to explain your thought process and the outcomes.
✨Demonstrate Your Proactivity
The role requires a proactive mindset. Come prepared with ideas on how you would identify potential bottlenecks in customer support and suggest improvements. Show that you're not just reactive but also forward-thinking in enhancing the customer experience.
