Customer Success Manager in London

This range is provided by Your Next Hire. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range Direct message the job poster from Your Next HireSenior Customer Success Manager – B2B FinOps PlatformLocation: London (in-office, with regular customer visits across the UK)Reports to: FoundersTeam: Customer SuccessType: Full-time, Senior RoleSalary: Up to £65k + bonus + equityAbout the CompanyWe\’re working with a fast-growing, early-stage B2B financial operations platform designed to simplify and streamline complex financial workflows for merchants in heavy industries. The platform integrates with ERP and payment systems to help businesses manage credit, collections, and payments more efficiently.The company is scaling rapidly and looking for a hands-on, strategic Customer Success leader to own the end-to-end customer experience and build a high-performing team. You\’ll be joining a high-performance, ownership-driven environment, where your impact is visible from day one.The RoleThis is a senior, hands-on Customer Success Manager role. You\’ll be embedded with customers, working closely with credit controllers, finance directors, and business owners to deliver measurable outcomes. You\’ll help shape the customer success strategy, improve adoption, and scale processes while building and leading a team.You\’ll combine execution with strategy, solving problems in real time while setting up frameworks to ensure long-term customer success.Key Responsibilities Customer ExecutionSpend time on site with merchants, building relationships and understanding workflowsPersonally manage onboarding and adoption for key accountsLead QBRs, training sessions, and escalationsCapture customer feedback and translate it into product and process improvementsDefine and own Customer Success strategy to drive retention, expansion, and advocacyBuild and lead a high-performing CS teamEstablish and track key metrics: NRR, GRR, time-to-value, adoption ratesSegment the customer base and tailor engagement modelsLead by example and foster a customer-first cultureCustomer Lifecycle ManagementOversee the full customer journey from onboarding to renewal and expansionDevelop scalable playbooks for adoption, renewals, and advocacyIdentify at-risk accounts and intervene proactivelyBuild advocacy programs with satisfied customersProcess & CollaborationImplement scalable CS processes and toolsBuild feedback loops across Sales, Product, and MarketingCreate dashboards to track health scores, churn risk, and expansion opportunitiesLead internal reviews to improve consistency and deliveryWhat You\’ll BringMust-Haves:5+ years experience in Customer Success, Account Management, or similar roles in SaaS or fintechProven track record of hands-on customer engagement and measurable outcomesExperience leading or scaling Customer Success teamsStrong commercial acumen and comfort owning revenue-related metrics (NRR, retention, expansion)Builder mindset: thrives in fast-moving, ambiguous environmentsExcellent communication and presentation skillsDeep empathy for customers and understanding of their workflowsNice-to-Haves:Experience with ERP-integrated software or payment automation toolsPrior experience in fintech, SaaS, or heavily regulated industriesWhy This Role is InterestingHigh-impact, hands-on senior role in a fast-growing fintech startupDirectly shape the Customer Success strategy and team from the ground upWork closely with merchants, credit controllers, and business leadersExposure to enterprise customers and complex financial workflowsLondon HQ, with regular travel to customer sites across the UKApply or email your CV to Del@ynh.group to find out moreSenior Customer Success Manager (12 month ftc) London, England, United Kingdom 6 days agoLondon, England, United Kingdom 6 days agoWe\’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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