Customer Success Manager

Harvey Thomas; London; On-site; GBP 70,000 - 75,000; Full time

Job summary

A fast-scaling RegTech company in London is looking for a Customer Success Manager to shape customer experiences. You’ll lead onboarding, implement client projects, and refine engagement processes. Ideal candidates have a strong systems aptitude, customer-focused mindset, and experience in Financial Services. The position offers a competitive salary of £70k – £75k plus bonuses and share options, with a hybrid work model.

Benefits

Share options

Competitive salary

Cutting-edge tools

Career growth opportunities

Qualifications

• Proven track record of delivering exceptional customer outcomes, especially in onboarding.
• Ability to enhance client experience with AI tools.
• Strong communication skills to build trust quickly.

Responsibilities

• Ensure clients are satisfied from onboarding through ongoing support.
• Lead client implementation projects to ensure smooth startups.
• Develop scalable customer engagement processes.
• Drive product adoption and loyalty among clients.
• Provide insights back into product development based on client feedback.

Skills

Strong systems aptitude

Customer outcomes expertise

Excellent communication skills

Detail oriented

Experience in Financial Services

Job description

Customer Success Manager

SaaS | RegTech Scale-Up | UK (Hybrid -1 day in office per week)
£70k – £75k + Bonus + share options

Why this role matters

If you’re excited by the idea of shaping how customers experience a fast-scaling RegTech platform, this role is for you. The company have just re-engineered their platform and are entering a major growth phase. You’ll be at the centre of that journey, leading how clients are onboarded, supported and engaged while helping set the bar for customer success in the industry.

What’s in it for you

• A seat at the table – Work closely with founders who’ve already built and exited a successful consultancy. You’ll influence decisions that shape the customer journey and overall growth trajectory.

• Real ownership – You won’t just run support; you’ll design the function, scale it and make it your own.

• Future upside – Alongside a competitive salary, the generous share option scheme means you’ll share in the company’s success.

• Cutting-edge tools – The company are embedding AI into workflows, giving you the opportunity to shape modern, scalable client engagement processes.

• Career-defining growth – Join at a pivotal stage where your work has visible impact on both clients and the company.

What you’ll be doing

• Ensuring clients love working with you, from onboarding through to everyday support.

• Leading implementation projects that get clients up and running smoothly.

• Building and refining scalable customer engagement processes and resources.

• Driving product adoption and loyalty, spotting opportunities to grow accounts.

• Feeding structured client insights back into product development.

What you’ll bring

We’re looking for someone who thrives at the intersection of people, process and product:

• Strong systems aptitude – SaaS comes naturally and you’re curious about how AI can enhance client experience.

• A track record of delivering exceptional customer outcomes, especially in onboarding and client-facing delivery.

• Excellent communication skills – personable, credible and able to build trust quickly.

• Detail orientated in written communication and documentation.

• Experience in Financial Services, Compliance, RegTech or FinTech is key

Why you’ll love it here

The team are small but very ambitious, with a proven track record in compliance and technology. You’ll get the best of both worlds: the security of an award winning platform and the excitement of scale-up growth. If you’re motivated by impact, influence and the chance to build something lasting, you’ll feel at home.

Customer Success manager, Customer Success Director, Head of Customer Success, Client engagement, client relationship, client success