Strategic customer success manager, financial services

About this role

We're looking for a Strategic customer success manager to drive AI powered transformation for our Fortune 50 Financial services customers. This role is designed for an experienced professional who thrives on building and navigating complex customer relationships within the financial sector, from investment banking and asset management to insurance and fintech. The ideal candidate is deeply interested in integrating AI solutions into core financial services, driving transformation through tangible business value, and fostering strong partnerships within a regulated environment.

As our Strategic customer success manager for Financial services, you'll be on the ground floor helping us refine our processes for onboarding, adoption, and retention for the financial sector. Our NRR is +130%, and GRR is +95%, so you'll be building from a world-class foundation.

You'll be reporting to the Director of customer success and be working very closely with our other customer success managers in building a world class CS org.

Your responsibilities:

• Act as the strategic partner and main point of contact for leading financial institutions

• Build and manage senior level relationships, including C suite engagements; developing new and existing relationships across your customers

• Develop tailored success plans that align AI adoption with business goals

• Meticulously project manage programs that will help customers drive adoption, business value and renew usage of WRITER

• Own the full customer renewal process, including forecasting, negotiating, and proposal creating
• Be accountable for Gross and net dollar retention rate targets for your customers
• Collaborate with Sales to identify and execute expansion opportunities
• Advocate for customer needs internally, especially around regulated use cases
• Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities

Is this you?

• 7+ years experience in financial services, with experience in banking, asset management, fintech, or management consulting
• 3-5+ years experience in a customer facing saas or consulting role with a focus on transformation, strategy, or enablement

• Proven ability to manage and influence executive stakeholders, including C-level decision makers

• Deep understanding of the financial services landscape, including its specific challenges, regulatory environment, and communication standards

• Skilled at leading complex projects, aligning on KPIs, and driving adoption at scale
• Analytics thinker with business acumen; you can link product value to business impact
• Excellent communicator; incredibly curious and active listener
• Proactive, self-motivated, and highly organized in a fast paced environment
• A natural affinity to our values of Connect, Challenge, Own

Preferred skills

• Background in management consulting
• Experience driving AI or operational transformation in regulated industries
• Experience supporting or leading large scale rollouts or change management programs
• Strong storytelling and presentation skills for executive audiences

Benefits & perks (UK full-time employees):

• Generous PTO, plus company holidays
• Comprehensive medical and dental insurance
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Competitive pension scheme and company contribution

• Annual work-life stipends for:

• Home office setup, cell phone, internet

• Wellness stipend for gym, massage/chiropractor, personal training, etc.
• Learning and development stipend
• Company-wide off-sites and team off-sites
• Competitive compensation and company stock options