Customer Success Manager

Harvey Thomas; City Of London; Hybrid; GBP 70,000 - 75,000; Full time

Job summary

A RegTech scale-up in the UK is seeking a Customer Success Manager to shape customer experiences and lead client onboarding in a hybrid role. You'll ensure clients are supported effectively and help build scalable engagement processes. Ideal candidates have strong SaaS aptitude and excel in delivering exceptional customer outcomes.

Benefits

Generous share option scheme

Work closely with founders

Opportunity for career-defining growth

Cutting-edge tools

Qualifications

• Thrives at the intersection of people, process and product.
• Experience in onboarding and client-facing delivery.
• Personable and credible communication skills.

Responsibilities

• Ensure clients love working with you from onboarding to support.
• Lead implementation projects for smooth client onboarding.
• Build scalable customer engagement processes.

Skills

Strong systems aptitude

Exceptional customer outcomes

Excellent communication skills

Detail oriented

Experience in Financial Services

Job description

Customer Success Manager

SaaS | RegTech Scale-Up | UK (Hybrid -1 day in office per week)
£70k – £75k + Bonus + share options

Why this role matters

If you’re excited by the idea of shaping how customers experience a fast-scaling RegTech platform, this role is for you. The company have just re-engineered their platform and are entering a major growth phase. You’ll be at the centre of that journey, leading how clients are onboarded, supported and engaged while helping set the bar for customer success in the industry.

What’s in it for you

• A seat at the table – Work closely with founders who’ve already built and exited a successful consultancy. You’ll influence decisions that shape the customer journey and overall growth trajectory.

• Real ownership – You won’t just run support; you’ll design the function, scale it and make it your own.

• Future upside – Alongside a competitive salary, the generous share option scheme means you’ll share in the company’s success.

• Cutting-edge tools – The company are embedding AI into workflows, giving you the opportunity to shape modern, scalable client engagement processes.

• Career-defining growth – Join at a pivotal stage where your work has visible impact on both clients and the company.

What you’ll be doing

• Ensuring clients love working with you, from onboarding through to everyday support.

• Leading implementation projects that get clients up and running smoothly.

• Building and refining scalable customer engagement processes and resources.

• Driving product adoption and loyalty, spotting opportunities to grow accounts.

• Feeding structured client insights back into product development.

What you’ll bring

We’re looking for someone who thrives at the intersection of people, process and product:

• Strong systems aptitude – SaaS comes naturally and you’re curious about how AI can enhance client experience.

• A track record of delivering exceptional customer outcomes, especially in onboarding and client-facing delivery.

• Excellent communication skills – personable, credible and able to build trust quickly.

• Detail orientated in written communication and documentation.

• Experience in Financial Services, Compliance, RegTech or FinTech is key

Why you’ll love it here

The team are small but very ambitious, with a proven track record in compliance and technology. You’ll get the best of both worlds: the security of an award winning platform and the excitement of scale-up growth. If you’re motivated by impact, influence and the chance to build something lasting, you’ll feel at home.

Customer Success manager, Customer Success Director, Head of Customer Success, Client engagement, client relationship, client success