Customer Success Manager
4 weeks ago
Job Title: Customer Success Manager (Consultant)
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 looking for a proactive and skilled Customer Success Manager to join our growing FinTech team in Manchester. Reporting directly to the Head of Customer Success, this role focuses on maintaining high levels of client satisfaction, supporting growth opportunities, and delivering excellent service across all accounts.
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.
- Client Relationship Management: Manage relationships across a range of accounts, from junior stakeholders to senior decision-makers, ensuring consistent and positive engagement.
- Account Maintenance & Growth: Identify and support growth opportunities across client accounts by understanding and assessing client needs and preparing insights and recommendations to the Head of Customer Success.
- Project Support & Coordination: Work alongside the Head of Customer Success and team members to facilitate the implementation of new client initiatives and paid projects, supporting activities such as:
- Running client meetings
- Maintaining project documentation and tracking progress
- Addressing potential risks and coordinating across teams to resolve issues
- Delivering regular status updates to clients and internal stakeholders
- Client Support & Service: Monitor and provide initial responses to inbound tickets and queries within a 3-hour response time, ensuring a streamlined follow-up process. Collaborate with the team to ensure client queries are addressed efficiently and comprehensively.
- Client Engagement: Coordinate regular client touchpoints based on client categories, ensuring tailored communication strategies, preparation for meetings, documentation, and consistent follow-through on agreed actions.
What You'll Bring:
- Customer Success Experience: Demonstrated experience in a customer success or client services role, ideally within a B2B SaaS or technology-driven environment. You are skilled at building and maintaining strong client relationships and have a track record of contributing to account retention and growth.
- Strong analytical skills: Proven ability to quickly consume and assess new information and apply existing knowledge and problem-solving skills to clearly articulate opportunities and solutions.
- Top STEM/business degree and/or experience working in an analytical role for a top-tier technology, finance or management consultancy business.
- Communication Skills: You are an effective communicator who can adapt to various stakeholders, set up and facilitate client discussions, and convey complex ideas in a clear, concise manner across different channels.
- Organizational Skills: Proven ability to manage multiple tasks and maintain accurate documentation across numerous accounts, ensuring timely and reliable follow-up.
- Project Coordination: Experience in supporting project delivery and collaboration across internal teams and external stakeholders, with strong attention to detail.
- Resilience & Adaptability: Comfortable in a fast-paced environment, you thrive with autonomy and handle challenges with a problem-solving mindset. You are flexible and able to adjust to changing client and business needs.
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
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