Customer Success Manager

Position: Customer Success Manager – UK

Location: United Kingdom (100% remote)

Position Overview

Our client is seeking a Customer Success Manager (CSM) to join their growing team in the UK. The CSM will serve as a strategic partner to their clients, ensuring they derive maximum value from their platform. This role is focused on building long-term customer relationships, driving adoption, and proactively identifying opportunities for expansion and optimization.

Key Responsibilities

• Act as the primary point of contact for customers, fostering strong relationships to drive satisfaction, retention, and advocacy
• Partner with customers to understand their business needs and proactively recommend solutions to maximize value
• Conduct regular check-ins, business reviews, and training sessions to ensure continued engagement and product utilization
• Collaborate with internal teams (Sales, Product, and Engineering) to escalate customer feedback, resolve issues, and drive product improvements
• Analyze customer usage data and trends to identify expansion opportunities, upsell/cross-sell potential, and risks of churn
• Educate customers on industry trends, regulatory requirements, and best practices to optimize their use of platform
• Serve as the customer’s advocate, ensuring their voices are heard and their needs are met
• Represent Company at industry events, conferences, and customer meetings to strengthen relationships and promote their solutions

Qualifications

• Proven experience in Customer Success, Account Management, or Client Services within a SaaS, fintech, or financial services company
• Strong knowledge of capital markets, trade surveillance, and regulatory compliance is preferred
• A technical background with a curious, self-driven problem-solving approach to ensure focus on rapid client issue resolution is preferred
• An AI-forward approach with demonstrated experience or ideas for scaling the Customer Success using AI solutions is highly desirable
• Analytical mindset with experience using data-driven insights to drive customer engagement and success
• Excellent interpersonal and communication skills, with the ability to engage with stakeholders at all levels
• Ability to manage multiple accounts, prioritize tasks, and work in a fast-paced, high-growth environment
• Experience working within the US financial market and understanding of regulatory requirements preferred
• Willingness to travel occasionally for customer meetings and industry events

Benefits & Perks

• Fully Remote Company
• Competitive Compensation
• Health, Dental, Vision & Disability Coverage
• Unlimited PTO
• Flexible Work Environment