Customer Success Manager - UK Based Service Delivery · City of London

This is a key strategic role within Pirum's Client Success team, responsible for driving client value and retention across our Collateral Management product line. The position requires deep expertise in collateral management operations combined with strong client-facing skills and the ability to manage competing priorities in a dynamic, fast-paced environment. You will be responsible for ensuring all Collateral clients receive exceptional service while maintaining and growing ARR. This includes oversight of the complete client lifecycle—from onboarding through expansion and renewal—proactively identifying risks to client health, and working cross-functionally with Sales, Business Solutions, and Product teams to deliver solutions that drive business value and adoption.

The role combines technical operations knowledge with strategic account management. Day-to-day responsibilities span service delivery, client support and escalations, relationship management, and representing client needs back into the product development cycle. This is an ideal opportunity for someone with strong collateral management expertise who wants to move from operational roles into strategic, client-facing account ownership. Reporting to the Global Customer Success Director you will manage a portfolio of key Collateral clients and collaborate with a skilled support and onboarding team to deliver outcomes that exceed expectations and build long-term partnerships with Pirum's most strategic accounts.

• You will leverage your expertise to take ownership of, develop, and provide ongoing guidance across a range of areas, including:
• Becoming a Pirum Collateral SME to support our existing clients and grow our adoption across our client base.
• Primary focus on ARR maintenance and ownership of “Path to Green” (PTG) roadmap for each client, covering both existing clients that are live, and new clients that are onboarding the service.
• Create/own reporting of each clients’ Collateral product usage and client RAG rating.
• Act as first point of escalation for internal or external stakeholders including response/resolution of client inquiries/issues, and proactive client communication or escalations during incidents.
• Monitor support queues and contribute to seamless coverage across time zones.
• Own regular service reviews with all Collateral related clients and relevant teams, and join onboarding calls where required.
• Work closely with Sales and Business Solutions teams on handover of new services to be onboarded, and oversee this with the client onboarding team.
• Build relationships with all external parties, such as the triparty agents, to support a grow our customer base.
• Work closely with Business Solutions and Product Development teams to represent voice of the client and initial requirements for enhancements, and be able to articulate the roadmap and statuses of enhancement requests to client at all times.
• Working knowledge of other relevant Pirum products (RQV, exposure connect, RepoConnect, etc.) to direct client inquiries and support cross-sell efforts.
• Primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders & maintaining a focus on driving business value through to renewal.

• Excellent communications and interpersonal skills, with the ability to build rapport and credibility with clients.
• Excellent problem-solving abilities and a proactive, client centric approach.
• Proactively maintain customer relationships, evaluating customer health, promoting adoption and utilization through to renewal.
• Ability and willingness to converse with people at all levels within the business.
• Experience working with Salesforce, Microsoft 365, Excel, Outlook, Word, and PowerPoint.
• Ability to develop successful working relationships with external customers and internal colleagues.
• Creative, with an ability to think out of the box.
• Executive stakeholder management.
• Comfort using AI-powered productivity tools (e.g., Claude, ChatGPT, Microsoft Copilot, generative AI assistants) to enhance efficiency in client communication, reporting, data analysis, and research.
• Ability to apply AI tools responsibly, maintaining appropriate guardrails around data confidentiality, privacy, and security when leveraging AI assistants for work tasks.
• Proactive approach to exploring and evaluating new AI tools that could improve team productivity and streamline client service delivery processes.

Established in 2000, Pirum is a dynamic Fintech that provides a comprehensive set of SaaS based automation solutions facilitating pre-/post-trade processing, regulatory reporting and collateral management for the global securities finance industry. Pirum’s client base includes most of the top-tier financial institutions worldwide and the business is as recognised for its innovative solutions as it is for providing best-in-class customer service. Headquartered in London, and with offices also in New York, Pirum is currently co-owned by two PE firms – Bowmark Capital (since 2019) and Hg Capital (since 2021/22). Under Bowmark’s and Hg’s ownership, Pirum has pursued an ambitious agenda of organic growth, with the investors’ financial services technology credentials and international footprints enabling Pirum to continue its global expansion and investment in additional innovations. Pirum offers the opportunity to work inside a growing, collaborative and entrepreneurial company. Our skilled professionals act with integrity and deliver to the highest standards. We operate as a meritocracy where good work is recognised and rewarded, and a healthy work-life balance is supported. We are committed to sustainability initiatives and the promotion and pursuit of a diversity and inclusion.

Pirum is an Equal Opportunities employer. We see diversity as integral to our success as a company and are committed to providing an inclusive, mutually respectful workplace that is free of discrimination and harassment. We believe in recognising our people based on merit and ability alone and do not discriminate, or tolerate discrimination, whether on the basis of race (including colour, nationality, ethnic or national origins), sex, sexual orientation, age, disability, gender reassignment, marriage and civil partnership status, pregnancy/maternity, religion or belief. We uphold this policy in all aspects of employment, including recruitment, promotion, transfer, training, benefits and compensation.

We are committed to protecting the privacy and security of your personal information. Please read our Candidate Privacy Notice (available on our website) before applying for any role with us. There, we explain how and why we collect your personal data, including how it is processed and shared as part of our recruitment process.

To protect the interests of all parties, Pirum will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Pirum, including unsolicited resumes sent to a Pirum mailing address, fax machine or email address, or directly to Pirum employees, will be considered Pirum property. Pirum will not pay a fee for any placement resulting from the receipt of an unsolicited resume.