Customer Success Manager

The Growth Consultants; Birmingham; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Professional development

Product training

Job summary

The Growth Consultants is partnering with a Birmingham-based fintech provider to recruit a Customer Success Manager. This hybrid role lets you split time between home and the Birmingham office, supporting a portfolio of clients to maximise value from the platform.

You will manage relationships, drive product adoption, identify upsell opportunities, monitor health, and collaborate with Product, Sales and Support to deliver measurable outcomes for customers.

Qualifications

• Experience in customer success or account management within a fintech or SaaS environment.
• Strong relationship-building and communication skills.
• Ability to drive product adoption and demonstrate commercial value.

Responsibilities

• Manage customer relationships as the primary contact for your portfolio.
• Drive product adoption through onboarding, training, and proactive engagement.
• Identify growth opportunities and support upsell conversations.
• Monitor customer health and intervene to prevent churn.
• Gather customer feedback to influence product development.
• Collaborate with internal teams including Product, Sales, and Support.

Skills

Relationship management

Product expertise

Commercial awareness

Onboarding

Training

Upsell

Job description

A leading fintech provider in the heart of Birmingham

Our client is a fast‑growing fintech business transforming how organisations manage payments, financial workflows, and customer experience. With a reputation for innovation, reliability, and exceptional service, they’re scaling rapidly — and investing heavily in their customer success function to support that growth.

The Role

Championing customer success across a modern fintech ecosystem

As Customer Success Manager, you’ll be the trusted partner for a portfolio of clients, ensuring they get maximum value from the platform. You’ll blend relationship management, product expertise, and commercial awareness to drive adoption, retention, and long‑term satisfaction. This is a hybrid role, giving you the flexibility to split your time between home and their Birmingham office.

What You’ll Be Doing

• Managing customer relationships — acting as the primary point of contact for your portfolio
• Driving product adoption through onboarding, training, and proactive engagement
• Identifying growth opportunities and supporting upsell conversations
• Monitoring customer health and intervening early to prevent churn
• Gathering customer feedback to influence product development
• Collaborating with internal teams including Product, Sales, and Support

What Does Success Look Like?

Clear impact, strong relationships, and measurable growth

You’ll be successful when your customers see you as an extension of their team — someone who understands their goals, anticipates their needs, and helps them unlock the full value of the platform.

• High customer satisfaction and engagement
• Strong retention and renewal outcomes
• Increased product usage across accounts
• Clear communication between customers and internal teams
• A reputation for being proactive, solutions‑focused, and commercially aware

What’s In It for You?

• Competitive salary of £40,000–£45,000
• Hybrid working (Birmingham HQ)
• Clear progression opportunities within a scaling fintech
• 25 days holiday + bank holidays
• Ongoing professional development and product training
• A supportive, collaborative culture with modern tools and processes