Client Success Manager in Bristol

Salary: up to £50-55k depending on experience

Start date: ASAP

Location: Bristol/Hybrid. At the moment we are only able to accept candidates based in the UK.

Tumelo is a venture-backed, impact-led financial technology firm. We believe every investor should be empowered to use their shareholder voice to create change on issues like climate, gender and human rights at companies where their money is invested. Our mission is to build and scale the technology to make that possible.

We’re a close-knit, fun and dynamic team. We champion autonomy and flexibility. We get stuck in and act strategically. We love food, rounders, board games… and having fun together, from canvas painting to our annual company offsite.

We aim to enable every institutional and retail investor to be an active owner of the companies their money is invested, breaking up the unbalanced influence of fund managers and returning power to true shareholders. Big change takes time but we are patient and ambitious in equal measure; influencing the system, building a movement, empowering the world.

This is an exceptional opportunity to get stuck in at a fast-paced, tech-focused, impact-driven start-up. As Client Success Manager, you will own how our clients experience Tumelo, from the moment a deal is agreed, through onboarding, and into a long-term partnership.

You will work across both of our products, and they will stretch you in different ways. ProxyBeacon is a new product driving change in the market, with clients ranging from the largest institutions to much smaller firms. ProxySphere is established with a queue of the largest financial institutions in the world seeking to use the functionality.

You will partner closely with our stewardship function, who lead on policy and research, while you own the project, the plan and the relationship. This is a hands-on role where you will be improving the process as you run it, and there is real scope to shape what this function becomes.

Reporting to our Head of Operations, as Client Success Manager you will be responsible for:

• Owning client onboarding end to end across ProxyBeacon and ProxySphere
• Being the client's main point of contact from the moment a deal is agreed, and holding that relationship as they move into business as usual
• Coordinating delivery across our stewardship, data, voting operations and engineering teams, keeping everyone working to the same plan
• Partnering with our stewardship lead as deals reach pricing and contracting and ensuring they land safely
• Looking after clients once they are live through governance, regular check-ins, service levels, and making sure they are getting real value from the service
• Spotting and progressing expansion opportunities within existing accounts, working alongside sales and stewardship
• Building onboarding into something repeatable, with templates, playbooks and documentation, so we can serve many more clients without reinventing the process each time
• Bringing what you learn from clients back into the business to shape our product and our proposition

You will be measured on achieving successful outcomes through onboarding for both the client and Tumelo within agreed timeframes, and on realising expansion opportunities alongside sales and stewardship.

Desirable experience:

• You have around 5–10 years' experience in client-facing project or delivery management, and have run complex projects from start to finish
• You have worked in financial services or stewardship alongside: asset management, asset ownership, proxy voting or similar. Adjacent fintech serving these clients would also be of interest
• You are in your natural habitat when working alongside senior stakeholders at large financial institutions, and you hold the room when a project hits turbulence
• You are comfortable with clients of very different sizes, from global institutions to small firms, and adapt how you work accordingly
• You can coordinate people across teams and keep a plan moving with recognition for Tumelo’s priorities
• You enjoy the creativity of creating and enhancing client experiences through onboarding and growing the partnership
• You are commercially minded, and can see where an existing client relationship could grow
• You have experience of delivering positive outcomes through contracting or pricing conversations

We are trying to build a team that can conquer every challenge, speak every language, and understand every user. We have an ambitious mission to change the world so we hope to lead by example with a diverse and inclusive team that reflects the world we want to see. For the time being, you must have the right to work in the UK.

What we offer:

• Competitive salary: up to £55k, dependent on experience.
• Private health insurance - via Equipsme, including 24/7 private GP access, dental, optical, and mental health support.
• Generous company share scheme. We are all owners of Tumelo and beneficiaries of our collective success.
• Great Maternity & Paternity policies. For maternity leave, Tumelo offers the first 26 weeks at 100% pay, followed by Standard Maternity Pay thereafter. For paternity leave, Tumelo offers six weeks at 100% pay.
• Work From Home budget to get you everything you need to be able to work comfortably from home.
• 5% employer pension contribution.
• £50 per month wellness budget. Pick the benefit that works for you, whether that’s a monthly gym membership, a regular massage, career coaching or a regular delivery of healthy food. There are over 1000 things to choose from!
• 33 days holiday. These include bank holidays, but you can take bank holidays off at your discretion, some of the team prefer to work those days and save the holiday for another time, and that’s fine by us! You’ll also get an extra day of holiday when you’ve been with us for 3 years, and another one after 4!
• Flexible hours. We commit to being available to each other on slack/email between 10am and 3pm Monday – Friday (save for lunch), but outside of these hours you can work whenever you feel most productive.
• Tumfests. The team commit to gathering together for a full day at least once per month in Bristol or an off-site location. Travel costs are covered by the business.
• Hybrid working. We ask team members to come in at least two days per week.

Working here, you’ll grow more than you would anywhere else. You will join a team who will appreciate you every day and your contributions will genuinely change our business’ future.

Recruitment Process:

• Stage one: Covering your thoughts on working culture, work history and some technical.
• Stage two: In-person interview involving a task related to the role.
• Stage three: Meet one of our co-founders.