Customer Success Manager

General Description

• Do you possess previous Customer enagagmenent experience in a SAAS environment?
• Are you motivated to work in a fast-paced customer centric environment?

About Our Client

A dynamic and purpose-led financial services company based in London, with a mission is to empower the industry to make better decisions for superior long-term outcomes. With over 4,000 professionals currently working, a unique opportunity for a Customer Success Manager to join the vibrant and thriving team in London.

Job Description

As a Customer Success Manager, the role is extremely diverse and working as a part of a vibrant and engaging team:

Sales Handoff & CRM Management

• Oversee smooth transition from Sales to Customer Success
• Create client accounts and maintain accurate CRM records

2. Understanding Client Needs

• Capture the client’s goals and reasons for choosing the in-house platform

3. Client Onboarding

• Deliver structured onboarding with training and follow-ups
• Ensure clients are set up for success from day one

4. Product Engagement & Adoption

• Monitor usage and encourage active engagement
• Provide guidance on new features and ongoing training

5. Client Relationship Management

• Own a portfolio of clients, conducting regular check-ins
• Address concerns and provide strategic support
• Act as a trusted advisor and voice of the customer

6. Internal Communication & Feedback Loop

• Share insights, issues, and feature requests with senior management
• Act as a liaison between clients and the development team

7. Client Support & Documentation

• Respond promptly to client inquiries via email or phone
• Keep all client-facing materials, guides, and videos updated

8. Process Improvement

• Assist the Senior Manager in refining Customer Success processes
• Contribute to CRM workflow setup and usage mapping

The Successful Applicant

A successful ‘Customer Success Manager’ should have:

• Experience in customer service, client engagement, or account management.
• Technical understanding particularly with payment platform, ideally in SAAS environment would be beneficial
• Strong communication, interpersonal, and negotiation skills.
• Proven track record of driving customer satisfaction and retention.
• Ability to translate client requirements into actionable product improvements.
• Skilled in relationship-building, with strengths in empathy, communication, and development of others.
• Enthusiastic with a passion to in transformation data to see continued growth.
• Hungry with a drive to learn and grown individually and within a team

What’s on Offer

• An attractive salary package plus bonus.
• Excellent benefits including comprehensive dental and critical medical
• Birthday leave
• Clear career path and growth set out within the company
• A chance to work in a supportive and professional environment.
• An inclusive company culture that encourages collaboration and innovation.

We invite qualified candidates to apply and join our team of experts in the insurance sector. This is a fantastic opportunity for those looking to make a significant impact and contribute to our ongoing success