At a Glance
- Tasks: Build strong customer relationships and drive satisfaction through proactive engagement.
- Company: Join a dynamic team in a 100% remote role with a focus on customer success.
- Benefits: Enjoy flexible working, competitive salary, and opportunities for professional growth.
- Other info: Work in a fast-paced environment with opportunities to travel for industry events.
- Why this job: Make a real impact by helping clients maximise their platform value and succeed.
- Qualifications: Experience in Customer Success or Account Management, preferably in SaaS or fintech.
The predicted salary is between 42750 - 52250 £ per year.
Our client is seeking a Customer Success Manager (CSM) to join their growing team in the UK. The CSM will serve as a strategic partner to their clients, ensuring they derive maximum value from their platform. This role is focused on building long-term customer relationships, driving adoption, and proactively identifying opportunities for expansion and optimization.
Key Responsibilities
- Act as the primary point of contact for customers, fostering strong relationships to drive satisfaction, retention, and advocacy.
- Partner with customers to understand their business needs and proactively recommend solutions to maximize value.
- Conduct regular check-ins, business reviews, and training sessions to ensure continued engagement and product utilization.
- Collaborate with internal teams (Sales, Product, and Engineering) to escalate customer feedback, resolve issues, and drive product improvements.
- Analyze customer usage data and trends to identify expansion opportunities, upsell/cross-sell potential, and risks of churn.
- Educate customers on industry trends, regulatory requirements, and best practices to optimize their use of the platform.
- Serve as the customer’s advocate, ensuring their voices are heard and their needs are met.
- Represent the company at industry events, conferences, and customer meetings to strengthen relationships and promote their solutions.
Qualifications
- Proven experience in Customer Success, Account Management, or Client Services within a SaaS, fintech, or financial services company.
- Strong knowledge of capital markets, trade surveillance, and regulatory compliance is preferred.
- A technical background with a curious, self-driven problem-solving approach to ensure focus on rapid client issue resolution is preferred.
- An AI-forward approach with demonstrated experience or ideas for scaling Customer Success using AI solutions is highly desirable.
- Analytical mindset with experience using data-driven insights to drive customer engagement and success.
- Excellent interpersonal and communication skills, with the ability to engage with stakeholders at all levels.
- Ability to manage multiple accounts, prioritize tasks, and work in a fast-paced, high-growth environment.
- Experience working within the US financial market and understanding of regulatory requirements preferred.
- Willingness to travel occasionally for customer meetings and industry events.
Customer Success Manager employer: Paul Murphy Associates
Our client is an exceptional employer, offering a fully remote Customer Success Manager role that empowers you to build meaningful relationships with clients across the UK. With a strong focus on employee growth and a collaborative work culture, you'll have access to ongoing training and development opportunities, while also enjoying the flexibility of working from anywhere in the UK. Join a forward-thinking team that values innovation and customer advocacy, making it a rewarding place to advance your career in the dynamic fintech landscape.
