Enterprise Customer Success Manager in London

Trintech is an award-winning AI driven Fintech SaaS organisation seeking an Enterprise Customer Success Manager to be a strategic partner to some of our most complex and high-value customers, owning their outcomes, their growth, and their long-term success on our platform. You will operate at the intersection of commercial acumen, executive influence, and deep product expertise. If you are energised by turning customers into advocates, driving measurable business value, and building the kind of partnerships that make churn a non-conversation, this role was written for you.

Who You Are

• You have 2-3 years of enterprise Customer Success or strategic account management experience in a SaaS environment, with a proven track record of owning complex, multi-stakeholder accounts at significant ARR.
• You are commercially sharp - you understand NRR, GRR, and renewal economics, and you take personal ownership of the revenue outcomes tied to your portfolio without needing to be told why they matter.
• You are a natural executive communicator, equally comfortable presenting ROI to a CFO as you are troubleshooting with an ops lead; you build trust at every level of a customer organisation.
• You think and act like a strategic advisor, not a reactive problem-solver. You anticipate risk before it surfaces, prescribe solutions before customers ask, and consistently operate three steps ahead of the account.
• You are data-driven and structured in how you manage your portfolio. You use health scores, engagement signals, and platform data to make decisions and prioritise your time, not gut feel alone.
• You are a skilled relationship architect. You build multi-threaded relationships deliberately, mapping economic buyers, champions, and end users with equal intention.
• You have domain fluency in Finance, Accounting, or financial close processes, or the intellectual curiosity and track record to develop it fast. You know your customers' world, not just your product.
• Familiarity with Gainsight and Salesforce is a strong advantage - you're comfortable working in a CS platform to manage account health, and in a CRM to track activity.

What You'll Do

• Own the full customer lifecycle for a portfolio of Large Enterprise accounts from onboarding through to renewal and expansion with clear accountability for NRR, GRR.
• Build and execute Joint Success Plans for every account, anchoring every engagement to the customer's strategic business outcomes and ensuring measurable ROI is documented, tracked, and communicated consistently.
• Lead Executive Business Reviews at C-suite level, delivering compelling value narratives that connect platform usage to business impact and that make the renewal and expansion conversation a natural next step, not a negotiation.
• Identify and generate expansion leads by deeply understanding your customers' growth challenges, surfacing expansion opportunities, and partnering with Sales to convert them.
• Proactively manage account health using your CS platform (Gainsight or equivalent), executing risk playbooks early and with urgency, and escalating with clear context and a recommended path forward.
• Build a portfolio of active customer advocates, securing case studies, peer references, G2/Gartner reviews, and EBR-ready success stories that contribute to pipeline, retention, and market credibility.
• Act as the Voice of the Customer internally - synthesising account-level insights into structured product feedback, collaborating closely with Product, Sales, and Support to influence roadmap and remove blockers that threaten retention.

What Success Looks Like in Year One

• You are consistently meeting or exceeding retention targets, with a strong handle on account risk and no major surprises.
• Every account has a live, updated Joint Success Plan.
• You have established C-suite relationships in 80%+ of your accounts.
• You have contributed a meaningful number of expansions.
• At least three of your accounts are active customer advocates.

At our core, Trintechers stand committed to fostering a culture rooted in our core values – Humble, Empowered, Reliable, and Open. Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do. We are an equal opportunity employer dedicated to fostering an inclusive, respectful, and discrimination-free workplace. We ensure fair opportunities in recruitment, development, promotions, and benefits for all, regardless of age, gender, ethnicity, race, religion, culture, sexual orientation.