Customer Success Manager

Your Next Hire

England

On-site

GBP 58,500 - 71,500

Full time

14 days+

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Job summary

A fast-growing B2B financial operations platform in London is seeking a Senior Customer Success Manager to lead customer engagement and build a high-performing team. The ideal candidate has 5+ years in Customer Success or Account Management in a SaaS or fintech environment, excellent communication skills, and a strong commercial acumen. This role offers a competitive salary of up to £65k plus bonuses and equity, with opportunities for impactful leadership in a dynamic startup environment.

Qualifications

5+ years experience in Customer Success, Account Management, or similar roles in SaaS or fintech.
Proven track record of hands-on customer engagement and measurable outcomes.
Experience leading or scaling Customer Success teams.

Responsibilities

Spend time on site with merchants, building relationships and understanding workflows.
Personally manage onboarding and adoption for key accounts.
Define and own Customer Success strategy to drive retention, expansion, and advocacy.

Skills

Customer Success Experience

Account Management

Strong Commercial Acumen

Excellent Communication Skills

Empathy for Customers

Tools

ERP-integrated software

Payment Automation Tools

Job description

This range is provided by Your Next Hire. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Your Next Hire

Senior Customer Success Manager – B2B FinOps Platform

Location: London (in-office, with regular customer visits across the UK)

Reports to: Founders

Team: Customer Success

Type: Full-time, Senior Role

Salary: Up to £65k + bonus + equity

About the Company

We’re working with a fast-growing, early-stage B2B financial operations platform designed to simplify and streamline complex financial workflows for merchants in heavy industries. The platform integrates with ERP and payment systems to help businesses manage credit, collections, and payments more efficiently.

The company is scaling rapidly and looking for a hands-on, strategic Customer Success leader to own the end-to-end customer experience and build a high-performing team. You’ll be joining a high-performance, ownership-driven environment, where your impact is visible from day one.

The Role

This is a senior, hands-on Customer Success Manager role. You’ll be embedded with customers, working closely with credit controllers, finance directors, and business owners to deliver measurable outcomes. You’ll help shape the customer success strategy, improve adoption, and scale processes while building and leading a team.

You’ll combine execution with strategy, solving problems in real time while setting up frameworks to ensure long-term customer success.

Key Responsibilities

Customer Execution

Spend time on site with merchants, building relationships and understanding workflows
Personally manage onboarding and adoption for key accounts
Lead QBRs, training sessions, and escalations
Capture customer feedback and translate it into product and process improvements
Define and own Customer Success strategy to drive retention, expansion, and advocacy
Build and lead a high-performing CS team
Establish and track key metrics: NRR, GRR, time-to-value, adoption rates
Segment the customer base and tailor engagement models
Lead by example and foster a customer-first culture

Customer Lifecycle Management

Oversee the full customer journey from onboarding to renewal and expansion
Develop scalable playbooks for adoption, renewals, and advocacy
Identify at-risk accounts and intervene proactively
Build advocacy programs with satisfied customers

Process & Collaboration

Implement scalable CS processes and tools
Build feedback loops across Sales, Product, and Marketing
Create dashboards to track health scores, churn risk, and expansion opportunities
Lead internal reviews to improve consistency and delivery

What You’ll Bring

Must-Haves:

5+ years experience in Customer Success, Account Management, or similar roles in SaaS or fintech
Proven track record of hands-on customer engagement and measurable outcomes
Experience leading or scaling Customer Success teams
Strong commercial acumen and comfort owning revenue-related metrics (NRR, retention, expansion)
Builder mindset: thrives in fast-moving, ambiguous environments
Excellent communication and presentation skills
Deep empathy for customers and understanding of their workflows

Nice-to-Haves: