Customer Success Manager

REMIUM; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A boutique financial services firm in London seeks a Customer Success Manager to enhance client satisfaction and manage relationships for high-net-worth individuals. This role involves overseeing onboarding journeys, resolving client issues, and coordinating lifestyle management services. Ideal candidates will have over three years of relevant experience and a client-centric approach. The position offers a competitive salary and a hybrid working model.

Benefits

Competitive base salary

Hybrid working model

25 days annual leave + bank holidays

Growth opportunities to Head of Customer Service

Qualifications

• 3+ years in concierge, lifestyle management, private banking, or premium customer-facing role.
• Understanding of high-net-worth and corporate client expectations.
• Ability to manage complex requests and deliver bespoke solutions.

Responsibilities

• Deliver exceptional client service across all interactions.
• Guide onboarding for individual and corporate clients.
• Manage client lifestyle requests effectively.
• Oversee vendor relationships and maintain strong partnerships.
• Monitor client satisfaction and identify engagement opportunities.

Skills

Client-centric approach

Communication skills

Organizational skills

Problem-solving

Job description

About REMIUM

REMIUM is a boutique financial services company built to serve global businesses and high-net-worth individuals (HNWIs) with seamless local and cross-border payment infrastructure. From Family Offices and Financial Institutions to SaaS providers and E-commerce operators, our clients trust us to simplify international payments, FX, treasury, and financial operations within a fully compliant digital ecosystem.

By combining powerful digital tools with high-touch, human-led support, we deliver a service designed for the complex realities of global finance. Headquartered in London, we’re building the next generation of payments infrastructure that empowers ambitious businesses and private clients alike.

This is your chance to join a fast-scaling fintech at the intersection of payments, FX, and private client services, and play a key role in shaping our growth story.

Your Role

As a Customer Success Manager at Remium, you will be the face of our client experience, supporting both the payments and lifestyle sides of the business. You’ll ensure our clients receive exceptional service across every interaction.

You’ll manage onboarding journeys, oversee client accounts, resolve issues efficiently and coordinate lifestyle management services and vendor relationships. Working closely with the CEO and broader team, you’ll help define what “high touch” means in financial services.

This is an opportunity to join REMIUM at a pivotal stage where your contribution will directly shape client satisfaction, retention, and the delivery of our premium lifestyle offering.

Your Challenges & Opportunities

• Deliver exceptional client service: Act as the main point of contact for REMIUM’s individual, corporate and lifestyle management clients, ensuring every interaction reflects our high standards of client services.
• Guide client onboarding: Support smooth onboarding from both individual and corporate clients, ensuring account setup, permissions and expectations are clear.
• Coordinate lifestyle requests: Manage REMIUM Lifestyle Management client requests, from travel and hospitality arrangements to exclusive experiences.
• Manage vendor relationships: Liaise with luxury, travel and hospitality partners to deliver value-added services and maintain strong partnerships.
• Drive customer success: Monitor client satisfaction, resolve issues quickly, and identify opportunities to enhance engagement and brand loyalty.
• Collaborate across teams: Work with Operations, Compliance and Product to improve client processes, feedback loops and service delivery.
• Support marketing initiatives: Contribute to lifestyle communications, product updates, and promotional activities that enhance client engagement.
• Champion client experience: Track service levels, gather feedback, and help shape Remium’s client experience strategy.

Our Expectations

• Proven experience (3+ years) in a concierge, lifestyle management, private client, or premium customer-facing role, ideally within luxury services, private banking, travel, hospitality, or fintech.
• A deep understanding of high-net-worth and corporate client expectations.
• Demonstrated ability to manage complex client requests, anticipate needs, and deliver bespoke solutions quickly and elegantly.
• Strong experience in building and maintaining vendor or partner relationships.
• Solid understanding of payments and financial operations, including international transfers, FX and digital account servicing.
• Confident communication and presentation skills, both written and verbal, with the polish to represent Remium to elite clientele.
• Identify opportunities to strengthen client relationships and enhance the value of Remium’s lifestyle offering.
• Highly organised and composed under pressure, able to handle multiple high-priority client requests simultaneously.
• A naturally service-oriented mindset, combining professional discipline from financial services with the personal finesse of a luxury lifestyle manager.

Why REMIUM?

At REMIUM, we’re not just building a payments company, we’re building a trusted network for global businesses and private clients. Every client you support helps bridge global finance with a human, personal touch.

We believe in empowering our people, celebrating individual contributions, and creating an environment where ambition and collaboration go hand-in-hand. If you want to join a team where your work shapes how our most valued clients experience both financial and lifestyle services, this is the place for you.

Here’s what we stand for

• We Are Client-Centric: Every solution starts with understanding our clients’ needs.
• We Are Collaborative: We achieve more when sales, product, and operations work as one.
• We Are Solution-Focused: Complex problems are opportunities to innovate.
• We Are Supportive: We empower each other to deliver our best.
• We Celebrate Impact: Every role matters, every client counts.

What We offer

• Competitive base salary
• Hybrid working model (4 days in our London office).
• A clear pathway to grow into an Head of Customer Service role as the team scales.
• 25 days annual leave + bank holidays.