Customer Success Manager

Sanderson Recruitment Plc; City Of London; Hybrid; GBP 42,000 - 50,000; Full time

Job summary

A growing fintech company is seeking a Customer Success professional in London to enhance customer relationships and service. Candidates should have over 5 years of experience in customer-related roles, preferably in financial services or fintech. This hybrid role focuses on delivering exceptional customer experiences and requires strong analytical and communication skills, along with familiarity with CRM tools.

Qualifications

• 5+ years' experience in Customer Success or related fields, ideally within financial services.
• Proven ability to manage relationships and deliver excellent customer outcomes.
• Exceptional communication skills and customer-first mindset.

Responsibilities

• Deliver outstanding customer experience across onboarding and retention.
• Act as a senior escalation point for complex customer queries.
• Analyze customer data to identify trends and service improvements.

Skills

Customer Success

Customer Support

Client Services

Communication Skills

Analytical

Tools

HubSpot

Zendesk

Salesforce

Job description

UK Customer Success Location: Hybrid (UK-based)
Type: Full-time | Permanent

£50,000

About the Company

Our client is an ambitious, high-growth fintech that believes businesses of all sizes deserve better financial and payment solutions. Too often, companies are let down by slow applications, opaque pricing, and outdated technology.

After several years of success supporting tens of thousands of businesses overseas, they're now expanding into the UK market with strong backing from global investors and an experienced leadership team.

This is a rare opportunity to join at the ground floor - helping to shape the UK customer experience and make a real impact in a fast-scaling fintech.

The Role

We're seeking a Customer Success professional who's passionate about building relationships, delivering exceptional service, and ensuring customers get maximum value from innovative financial products.

You'll be the voice of the customer within the organisation - resolving queries, improving processes, and working closely with cross-functional teams to deliver a seamless experience.

This is a hands-on, dynamic role where you'll combine customer empathy with operational know-how to drive satisfaction, loyalty, and continuous improvement.

What You'll Do

• Deliver an outstanding customer experience across onboarding, support, and retention.
• Act as a senior escalation point for complex customer queries or issues.
• Build strong, trusted relationships and proactively drive customer success.
• Analyse customer data and feedback to identify trends and service improvements.
• Collaborate with internal teams - Product, Operations, Compliance, and Sales - to champion the customer voice.

What You'll Bring

• 5+ years' experience in Customer Success, Customer Support, or Client Services, ideally within financial services or fintech.
• Proven ability to manage relationships and deliver excellent customer outcomes.
• Exceptional communication skills and a strong customer-first mindset.
• Experience using CRM and support platforms (eg HubSpot, Zendesk, Salesforce).
• Analytical, adaptable, and comfortable working in a fast-paced, growing environment.

Desirable

• Familiarity with UK financial regulations, including FCA guidelines and Consumer Duty principles.
• Experience handling customer complaints or working in a regulated environment.
• Previous experience helping launch or scale customer operations.
• Ability to coach, mentor, or develop others in a customer-focused team.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.