Customer Success Manager

About the company Auquan builds autonomous AI agents that eliminate repetitive work across institutional finance. Our agents power workflows across credit, investment, ESG, and compliance for firms like MetLife, T. Rowe Price, BC Partners, and ERM. We’re a Series A company defining a new category: agentic AI for institutional workflows. Today, 40% of the world’s top 50 financial institutions use Auquan. Our constraint is no longer demand — it's how quickly we can turn initial deployments into deep, multi-team platform relationships. Customer Success is central to whether that happens. The Role We're hiring our first dedicated UK Customer Success Manager to own post-sale relationships across UK/EMEA enterprise accounts. Your job is to ensure customers are getting the full value from their accounts, and to translate usage patterns into signals that drive retention and growth. You’ll own adoption, account health, and the feedback loop between clients and the rest of the business. You'll also build the CS function from scratch: playbooks, health scoring, QBR frameworks, renewal processes. What You'll Do Running a structured account health cadence: knowing which accounts are healthy, drifting, or at risk well before renewal Driving adoption post-delivery: ensuring clients independently use what's been built and see measurable impact in their workflows Observing usage patterns to identify where workflows are underused, where friction exists, and where adjacent opportunities are emerging — and surfacing that to Sales and Outcomes Building relationships across each account at multiple levels, from day-to-day users to executive sponsors Running QBRs tied to client investment processes and strategic priorities — the kind that deepen relationships and surface new conversations Owning client escalations end-to-end from basic access and technical issues through to complex workflow problems: building triage and response patterns so issues are resolved once and don't recur Providing subject matter expertise in the domains you support (e.g. ESG, credit) so you can translate client feedback into precise, actionable signal for Product, Research, and Outcomes Feeding structured signal to Product on recurring friction, adoption gaps, and where clients are pulling hardest Building the CS function: health scoring models, renewal playbooks, Sales handover standards, onboarding frameworks What We're Looking For Must-haves 5–7 years in B2B SaaS Customer Success managing enterprise accounts with five- and six-figure ACVs Demonstrated retention metrics: specific GRR, NRR, account values managed Enterprise relationship management at senior levels: CIOs, COOs, MDs, Partners, investment and ops leaders Strong instinct for reading usage patterns and translating them into actionable signal for Sales and Product Experience in ESG workflows for institutional investors: you understand how private equity, credit, or asset management teams actually use ESG data, what they're accountable for, and what good output looks like AI-first operator: you actively use AI tools in your own work as a baseline and you’ve driven adoption with your team. You know what good looks like and how to automate processes for it. Nice-to-haves Experience in multi-workflow or multi-product environments Familiarity with HubSpot, Slack, Google Workspace What Success Looks Like In your first 90 days: You've completed structured onboarding across your full account book You've run your first round of QBRs and have a clear view of health across the portfolio You've meaningfully advanced the first version of the CS health scoring model and renewal playbook Over time: Accounts renew because usage is deep and value is visible Your signal on usage patterns and friction consistently informs Sales and Product decisions You help define what good CS looks like at Auquan, and the function reflects it This is a London or Bangalore, hybrid role; we work together in the office 3 anchor days per week, with flexibility. You should also be comfortable collaborating across time zones (US, UK, India). We offer a competitive package designed to support you both inside and outside of work: Base Salary: Factors that may impact the agreed upon salary within the range for a particular candidate include years of experience, level of education obtained, skill set, and other external factors. Performance Bonus: Target range Equity: Meaningful stock options so you share in our growth Time Off: Flexible PTO Health & Wellbeing: Private Medical Insurance (UK) Retirement: Options depending on jurisdiction