Job Title: Customer Success Manager- FinTech (Intermediated Lending)
Location: Manchester, with hybrid working available (2-3 days per week onsite in Manchester)
Industry: Financial Technology (FinTech)
Job Type: Full-Time
The Role:
We are seeking a Customer Success Manager (CSM) to join a fast-growing fintech start-up. This role focuses on implementation and delivery, requiring a strong project manager and stakeholder manager who can independently handle complex deliveries and elevate customer engagement from support to a strategic partnership.
What You’ll Do:
As a Customer Success Manager, you will work directly with clients to ensure they get the most value from our products and services. You will manage day-to-day client communications, support project initiatives, and play an active role in the success of our customer accounts. Your focus will be on enhancing client satisfaction, supporting upsell initiatives, and ensuring seamless collaboration between teams.
- Implementation & Delivery: Own the onboarding and implementation process for B2B SaaS clients, ensuring seamless delivery and client satisfaction.
- Project Management: Manage end-to-end delivery timelines, resource planning, and issue resolution, going beyond basic project tracking.
- Client Engagement: Act as the primary point of contact for clients, fostering strong relationships, identifying needs, and unlocking growth opportunities.
- Stakeholder Management: Work effectively with internal and external stakeholders to manage expectations, resolve conflicts, and ensure alignment.
- Commercial Capability: Spot and act on upsell or cross-sell opportunities while maintaining a client-first approach.
- Process Improvement: Contribute to the improvement of implementation and customer success processes to streamline operations and enhance client outcomes.
What You’ll Bring to the Table:
- Experience: 3-5 years in a customer-facing role, ideally in B2B SaaS implementation or project management.
- Skills: Proven expertise in project management and stakeholder management with a track record of independent delivery in complex environments.
- Domain Expertise: A financial services background, particularly with brokers, lenders (track record in intermediate lending), or paper-based processes
- Customer Success: Prior experience in customer success is advantageous but not mandatory.
- Capabilities: Commercially savvy, with the ability to identify client needs and growth opportunities.
- Technical Acumen: Comfortable working with B2B SaaS products, with the ability to understand technical integrations and workflows.
If you’re ready to support impactful client relationships in a dynamic and growing company, we encourage you to apply and be part of our journey.
Contact: Elvis Eckardt