Customer Success Manager

Matched; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Matched is seeking a Customer Success Manager to lead strategic relationships with a portfolio of high-value FinTech clients in the EMEA region. You will act as a trusted advisor, driving value realization and ensuring successful upgrades and renewals.

The role requires 5+ years in SaaS customer success, with experience in enterprise accounts and FS sectors. You will collaborate across Sales, Solutions, and Product to optimize the customer journey and outcomes.

Qualifications

• 5+ years of experience in a SaaS Customer Success/Account Management role.
• Experience working with Enterprise/FS customers is highly valued.
• Strong communication and relationship-building skills.

Responsibilities

• Develop strong relationships with executive-level stakeholders and drive ROI.
• Collaborate with Sales, Solutions, Product, and Support to ensure customer success.
• Lead quarterly business reviews and monitor account health metrics.
• Proactively identify expansion opportunities and renewals.

Skills

Customer relationships

Strategic thinking

Communication

Problem solving

Cross-functional collaboration

Education

BS/BA in related discipline

Tools

CRM tools

Job description

Industry: FinTech SaaS – Mid Market & Enterprise

Why: Huge growth potential in EMEA and a scaling business

• Do you have Customer Success experience working with complex high value enterprise clients?
• Do you have experience working with FS companies or Finance Decision Makers?
• Do you want to join a scaling business and global reach?

Our client is a leading Global FinTech SaaS vendor with a reputation for industry leading solutions. You will be joining as they continue to scale their EMEA operation following significant recent investment. You will be joining a business of over 1000 people globally, where people have excellent longevity and a mature autonomous working culture.

Their FinTech solutions are there to support Financial Services companies and is sold at an Enterprise level, so your portfolio of customers will be smaller but with high individual customer value. Their customers rely on them to help protect and scale their financial organisations by streamlining process through technology.

The Customer Success Manager will serve as a key member of the team, providing advice on a wide range of strategic, tactical and operational issues and will have a significant customer-contact. You will be accountable for customer health, successful upgrades and transformations, executive engagement, and net revenue retention through value realisation and broad solution adoption. You will work with a small portfolio of high value customers as well as have the opportunity to have genuine impact and influence over the strategy and CS roadmap within EMEA.

Responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders making sure they are seeing value and ROI from their solutions. In this role, you will liaise with cross-functional internal teams (including Sales, Solutions Consultants, Presales, Product etc.) to help drive customer success and improve customer experience.

You will need to be an experienced CSM with experience of working for Enterprise FinTech Vendor with experience of managing customers with spend of over £500k per year and providing a mission critical software. Experience working with FS customers is highly advantageous.

Role and Responsibilities

• Collaborate with regional leadership team to establish the vision for long and short-term opportunities to develop customer relationships and increase satisfaction
• Work in a consultative manner with clients to make sure they are seeing ROI and value.
• Expand the relationships with existing customers by proposing solutions that meet their objectives
• Relationship Management: Build and maintain strong, long-lasting partnerships with key client stakeholders and executives.
• Customer Success: Proactively engage with customers to ensure they derive maximum value from products.
• Strategic Advisory: Lead quarterly business reviews (QBRs) and participate in steering committee meetings.
• Internal Liaison: Collaborate with Support, Product, and R&D teams to improve customer experience and communicate feedback.
• Track key account metrics and share regular progress reports and forecasts with key stakeholders using key account metrics
• Implementation Support: Communicate implementation processes to customers to build confidence.

Experience Required

• 5+ years of experience within a Customer Success role working for a SaaS organisation. FinTech experience being preferable
• Experience working with Enterprise companies
• BS/BA in related discipline or equivalent experience
• Proven experience as a Customer Success Manager, Relationship Manager, or Account Manager
• Experience in developing relationships and providing solutions based on customer needs
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organisational levels
• Excellent organisational skills
• Demonstrated problem-solving
• Experience working effectively across global teams and stakeholders
• Comfortable navigating ambiguity and being solution-oriented
• Customer focused, results oriented, strategic mindset, and strong critical thinking and problem-solving skills.