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Customer Success Manager

mallowstreet

Greater London

Hybrid

GBP 40,000 - 60,000

Full time

2 days ago

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Job summary

A leading financial services company in London seeks a Customer Success Manager to enhance client journeys with their AI product, SOFI. The role focuses on client onboarding, relationship building, and proactive engagement to ensure satisfaction and value. Ideal candidates are passionate about client experiences and have a background in customer success or SaaS.

Benefits

Competitive salary

Hybrid working

25 days holiday plus birthday off

Private medical and dental insurance

Critical illness cover

9% company pension contribution

Qualifications

Experience in Customer Success, Account Management, or SaaS is a bonus.
Experience in the financial sector is a plus.

Responsibilities

Manage full onboarding process and provide ongoing support.
Develop strong relationships with clients for trust and support.
Monitor client usage and provide tailored guidance.

Skills

Client Engagement

Relationship Building

Problem Solving

Communication

Direct message the job poster from mallowstreet

Head of Customer Success & Support | Championing Retention, Growth & Scalable Client Journeys | Strategic in Partnerships, Team Leadership & SaaS…

Customer Success Manager – SOFICompany Overview

Serving the institutional investment community, mallowstreet is a dynamic and purpose-led financial services company based in London. Our mission is to empower the industry to make better decisions for superior long-term outcomes. Our influential community of over 4,000 professionals manages a combined £1.8 trillion in assets, representing the individual pensions savings of more than 19 million people in the UK. Our offerings include an online community portal, in-person events, industry research, and our AI product, SOFI.

SOFI is a groundbreaking AI system designed to unlock insights from any meeting within the financial services industry. Built with the sector in mind, SOFI provides analysis based on thousands of hours of real meetings and presentations. Clients use it to gain detailed, consistent feedback across key metrics. SOFI is 'Meetings Reimagined'.

Role Overview

As a Customer Success Manager, you will be the main point of contact for clients once they join SOFI. You will take full ownership of their journey, from onboarding to long-term engagement. Your goal is to make sure they are confident using SOFI, getting value from it, and feel supported throughout.

You will be proactive in checking in with clients, sharing feature updates, listening to their feedback, and helping shape their experience. This is a people-first role, focused on building trust, providing helpful support, and driving adoption of our platform.

You will report to the Senior Customer Success Manager and work closely with the SOFI team to ensure clients have a smooth, engaging, and effective experience.

What You'll Do

Client Onboarding: Manage the full onboarding process. Provide setup, training, and ongoing support to help clients get started with SOFI confidently.
Client Ownership: Take ownership of your assigned clients to ensure they are actively using SOFI, are happy with their experience, and understand new features. Gather feedback on what improvements or ideas they would like to see.
Relationship Building: Be a trusted advisor. Develop strong relationships where clients feel they can rely on you for support, updates, and advice.
Proactive Engagement: Regularly check in with clients to ensure they are engaged, confident, and seeing value. Don’t wait for them to reach out. Be one step ahead.
Usage Monitoring: Monitor platform activity, spot patterns, and provide tailored guidance to help drive adoption.
Visit Clients: Where possible, get out and visit clients. We strongly believe face-to-face time goes a long way in strengthening relationships and understanding their needs.
Project Management Updates: Use Monday.com to keep client information up to date. SOFI automates much of this, but it is your job to ensure accuracy and track progress.
Support: Respond to queries quickly and clearly, escalating anything that needs technical input.
Feedback Loop: Capture client feedback and share it with the product and development teams. Your insight will help shape the future of SOFI.
Internal Collaboration: Work closely with sales, product, and leadership to ensure each client’s goals are fully supported.

Who You Are

Passionate about delivering great client experiences.
Proactive, empathetic, and relationship-focused.
Comfortable working independently and managing your own accounts.
A confident communicator who thrives on solving problems and helping others.
Excited about AI and its potential in financial services and beyond.
You have a thirst for technology, a willingness to learn, and a genuine belief that AI is the future.
Previous Customer Success, Account Management, or SaaS experience is a bonus.
Experience working in the financial sector is also a plus.

What We Offer

Competitive salary.
Hybrid working (three days in the office) with flexibility.
25 days holiday plus your birthday off.
Private medical and dental insurance.
Critical illness cover.
9% company pension contribution (with 4% minimum from you).
A collaborative and supportive team that genuinely enjoys what they do.

Why Join Us?

At SOFI, every client journey is different. You will work with a wide variety of companies including Asset Managers, Banks, Legal firms, Events companies, and more. We give you the tools and support to focus on what matters. Building relationships, solving problems, and making clients happy. There is little to no admin. Our AI handles the heavy lifting, so you can spend your time where it counts.

We also believe in getting out and meeting people. Whether it is a rooftop catch-up with the team or a client check-in across the UK, we encourage our Customer Success Managers to be present, visible, and valued.

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

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