Customer Success Manager

Finova; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client relationships and drive revenue growth. In this hybrid role, you will engage with key clients, ensuring service excellence and identifying upsell opportunities. You will work closely with internal teams to align strategies and foster a customer-first culture. The company offers a flexible working environment, comprehensive benefits, and a commitment to diversity and inclusion. Join a dynamic team where your contributions will directly impact client satisfaction and business success.

Benefits

25 days holiday plus bank holidays

Flexible hybrid working policy

Life Assurance

Private Medical Insurance

Cycle to Work Scheme

Free fresh fruit daily

Paid volunteering day annually

Qualifications

• Experience in software vendor or global enterprise organizations.
• Ability to manage complex accounts in the SaaS sector.

Responsibilities

• Manage client relationships and drive service excellence.
• Identify upsell and cross-sell opportunities to meet sales targets.

Skills

Client Relationship Management

Sales Target Achievement

Account Management

Upselling and Cross-selling

Collaboration

Education

Bachelor's Degree

Tools

CRM Software

Job description

Customer Success Manager (London – Hybrid)

About finova

finova is the UK’s largest cloud-based mortgage and savings software providers, supporting more than 60 leading lenders and 3,000 mortgage brokers. Our award-winning software suite includes origination solutions for mortgages and savings, servicing solutions for mortgages and savings, broker CRM solutions, and a range of solutions that connect lenders, intermediaries and consumers. Fast implementation and open architecture are at the centre of our technology, giving our customers the flexibility to integrate into their existing system or configure solutions to meet the needs of their business.

Core Banking Platform

finova’s Core Banking Platform includes the UK market-leading cloud-based originations software and integrated in-life servicing software. The platform supports mortgages, equity release, specialist lending and savings. Over £75 billion has been originated through the system by our customers and over £27 billion of loans and savings are managed through the servicing platform.

The platform is designed for fast implementation and facilitates day-to-day banking operations. Utilising the latest technology, the API-led platform seamlessly integrates with over 20 third-party applications, enabling financial institutions to self-configure the platform effortlessly and efficiently to meet the rapidly changing demands of the market.

About You:

• You will have experience working for a software vendor/global enterprise organisation, supporting a portfolio of key clients (preferably within the banking/financial services sector)

• A proven track record of building strong relationships with clients up to C-Suite / Executive level

• Ability to oversee and manage complex accounts within the enterprise software solutions (preferably SAAS) sector

• Drive service excellence to your named clients and be the voice of the customer

• Proven track record of upselling / cross selling

• Team player who recognises the importance of collaboration and understanding business needs and challenges

• Can work independently and deliver to set targets in driving revenue growth and customer satisfaction.

What will you be doing?

• This is a quota carrying role, you will be required to report against sales targets, production of account plans and present this to the exec board members

• Identify and convert upsell and cross sell opportunities based on the latest product offering aligning to our client’s business objectives

• Ensuring internal teams focus on providing service excellence, working with internal stakeholders to drive a customer first culture and growing NPS with your named clients

• Establish and nurture executive level engagement with existing clients

• Align both client and finova strategies and achieve “win / win” outcomes.

• Take a lead on contract renewals, ensuring appropriate notice and communication is given to the client

• Consistently advocate and champion finova and our Products & Services to clients & prospects and drive sales to completion

• Internal reporting upon sales targets and pipeline progression

• Be conversant in our products, articulate business benefits clearly in both verbal and written form

• Ensure a clear and focused understanding of client Roadmap to help guide commercial opportunities

• Build a solid relationship with the client to be able to guide and influence the Roadmap and subsequent decisions

What We Offer:

Flexible Working: 25 days holiday plus bank holidays, bank holiday trading and holiday purchase options, the opportunity to work from anywhere in the world for up to 4 weeks per year, and a flexible hybrid working policy.

Looking After You: Life Assurance, Group Income Protection, Private Medical Insurance, a pension scheme via Salary Exchange, an Employee Assistance Programme, and access to a Virtual GP.

Family-Friendly Policies: Enhanced maternity and paternity pay, as well as paid time off for fertility treatments and pregnancy loss.

Extra Perks: Cycle to Work Scheme, discounts on shops, restaurants, and gym memberships, free fresh fruit daily, and opportunities to join colleague networks and social groups.

Giving Back: One paid volunteering day annually and the Give-As-You-Earn scheme to support your favorite charities.

Equal Opportunity Statement

We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out—we’d love to discuss how your skills and experiences align with our needs.