Client Success Manager in London

Hi, we're Penfold. We're on a mission to help everyone save enough to be comfortable in later life by making pensions accessible and engaging. There's over a trillion pounds in UK pensions, but the industry is full of traditional providers with outdated products and poor customer service. Penfold is dragging the pension industry out of the dark ages with a platform built on modern technology. We're demystifying pensions to make pension saving easy to understand, simple to manage, and genuinely valuable for savers and the businesses that support them.

We're a focused team of 70 based primarily across London and Tallinn, and have raised significant funding from some of the most successful FinTech investors in the world. We manage over £1bn of pension assets for over 100,000 savers and thousands of businesses, working with a growing network of accountants and financial intermediaries. We're scaling fast, and partnerships are a huge part of how we grow.

As we scale, we're strengthening our Customer team with a dedicated Client Success Manager focused on driving retention, expansion, and long-term customer advocacy.

The role

As a Client Success Manager, you'll own a portfolio of employer accounts and be responsible for ensuring they achieve meaningful value from Penfold. Your goal is simple: protect and grow revenue by driving adoption, building deep relationships, and turning customers into long-term advocates. This isn't a reactive support role. You'll proactively identify retention risks early, create expansion opportunities, and build multi-threaded relationships across HR, Finance, Operations, and People teams. You'll run structured QBRs, surface product feedback, and create a strong bench of referenceable customers supporting sales and brand credibility. This is a commercial, relationship-led role that's ideal for someone who understands that retention is revenue, and that customer success is a growth engine.

Core responsibilities

• Drive retention and revenue protection
• Own a portfolio of employer accounts with clear retention and growth targets
• Proactively identify early warning signs (e.g. low engagement, stakeholder changes)
• Build account plans to mitigate churn risk and protect revenue
• Partner cross-functionally to resolve issues before they escalate
• Drive increased employee engagement and pension contributions and consolidations
• Work closely with sales on expansion opportunities within larger employer groups
• Treat every account as a growth opportunity, not just a renewal
• Lead regular QBRs focused on measurable outcomes and ROI
• Help customers clearly understand the value that Penfold delivers
• Deliver training sessions and educational content for HR teams and employees
• Position Penfold as a strategic partner, not just a pension partner
• Build internal champions and multi-threaded relationships
• Develop strong relationships across HR, Finance, Operations, and People teams
• Reduce single-thread risk by building multiple engaged stakeholders
• Create executive alignment where appropriate
• Ensure Penfold is embedded in employer workflows and decision-making
• Act as the voice of the customer internally
• Surface structured feedback to Product and Operations teams
• Identify common themes across accounts to inform roadmap priorities
• Create referenceable advocates
• Build and maintain a bench of referenceable customers
• Secure testimonials, case studies, quotes, and review platform feedback
• Support sales with warm introductions, reference calls, and social proof
• Turn satisfied customers into active promoters of Penfold
• Maintain accurate CRM records, account plans, and forecasting
• Share insights from customer conversations with the wider business
• Continuously refine how we deliver Customer Success as we scale

Who this role is right for

The role is ideal for a commercially minded relationship-builder who believes Customer Success is about growth, not just support. You'll thrive here if you like:

• Owning commercial outcomes, not just activity
• Building trust with senior stakeholders
• Running structured, value-led conversations
• Spotting risk early and acting decisively
• Turning happy customers into vocal advocates

Must-haves

• Proven experience in Customer Success, Account Management, or a similar B2B client-facing role
• Experience managing and growing employer or B2B accounts
• A track record of retaining and expanding revenue
• Strong stakeholder management skills across multiple functions
• Experience running QBRs and value-led reviews
• Highly organised with strong CRM discipline and forecasting ability

Nice-to-haves

• Experience in pensions, financial services, payroll, or workplace benefits
• Experience in a high-growth SaaS or Fintech business
• Commercial mindset with exposure to revenue targets
• Experience building customer advocacy or reference programmes

What success looks like

• Your accounts consistently renew with high retention rates
• Expansion revenue becomes a meaningful growth lever
• Churn risks are identified early and mitigated effectively
• Customers clearly articulate the value Penfold provides
• Sales regularly leverage your referenceable customers
• Penfold is seen as a strategic partner, not just a provider

Our Hiring Process

• Intro Call – A quick chat to introduce you to Penfold, learn about your experience and aspirations, and answer any questions.
• Task – A practical task that we'll complete together to determine how you'd approach a similar scenario to the role.
• Culture Fit Session – Meet one of our Co-Founders and team members to see if we're a great fit for each other.

We're 100% committed to building a diverse and representative team. Whatever your background, gender, race, age, or ability – we'd love to hear from you. If you have any questions, feel free to ask (even anonymously). We're all about giving every candidate the best chance to shine. If you require any reasonable adjustments to the job description, application, or selection process, just let us know — we'd be happy to help. When it comes to hiring, we focus only on your skills, experience, and how you live our values.

As part of our hiring process, we may record your interview and use AI tools to generate notes. This helps us capture details accurately and ensures a fair review by our hiring panel. By attending an interview with Penfold, you consent to the use of recording and AI-generated notes for this purpose. If you have any concerns or would prefer not to be recorded, please let us know in advance.

Our Benefits

We're working hard to create a workplace where people feel empowered to do their very best work, make a big impact, and enjoy what they do. Here's what we offer:

• Competitive salary – we proactively review salaries to ensure fairness and progression
• Meaningful share options – you'll own a part of Penfold and share in our success
• 10% pension contribution each month that you don't need to match (on top of your salary)
• Medical insurance – through Vitality, including private GPs, physio, counselling, and great discounts (think 50% off PureGym memberships, free Apple Watches, and more)
• Unlimited holidays – we trust you to get the work done and take breaks when needed
• Great office space – our private office is run by the Ministry of Sound
• Free company lunch every week (think Borough Market and Mercato Metropolitano)
• Top-tier MacBook and WFH equipment to set you up for success
• Cycle to work scheme – buy a bike tax-free and spread the cost
• Learning & professional development – we support courses, events, and coaching to help everyone reach their goals
• Quarterly company socials – plus plenty of regular team meetups

Excited to join us? Apply now.