Customer Success Manager

ShortList Recruitment Limited; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job summary

An innovative and fast-growing SaaS provider in the financial technology space is seeking a Customer Success Manager. This role is pivotal in driving service excellence during a dynamic growth phase. You will lead the client support function, ensuring timely and professional responses while developing scalable support processes. Your analytical mindset will help in identifying support trends and improving performance. Join a forward-thinking company where your contributions will enhance client relationships and service delivery, making a significant impact in the industry.

Qualifications

• 2+ years’ experience in client support, service delivery, or onboarding.
• Familiar with tools such as CRM systems and support desks.

Responsibilities

• Lead and optimise the client support function for timely responses.
• Develop scalable support processes and manage client onboarding.
• Analyse support trends and suggest improvements.

Skills

Organisational Skills

Detail-oriented

Excellent Communication

Analytical Mindset

Proactive Problem-solving

Tools

CRM Systems

Support Desks

Reporting Dashboards

Job description

ShortList Recruitment Limited provided pay range

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

Base pay range

An innovative and fast-growing SaaS provider in the financial technology space is looking for a Customer Success Manager to drive service excellence during an exciting phase of growth.

About the Role

Lead and optimise the client support function, ensuring timely and professional responses. Develop and maintain efficient, scalable support processes and tools. Manage onboarding for new clients and third-party providers. Coordinate service delivery for new features and platform updates. Communicate key changes and product enhancements to client stakeholders. Analyse support trends, report on performance, and suggest improvements. Support the development of structured client review and relationship management practices. Contribute to business continuity planning and out-of-hours readiness.

Responsibilities

• Lead and optimise the client support function, ensuring timely and professional responses.
• Develop and maintain efficient, scalable support processes and tools.
• Manage onboarding for new clients and third-party providers.
• Coordinate service delivery for new features and platform updates.
• Communicate key changes and product enhancements to client stakeholders.
• Analyse support trends, report on performance, and suggest improvements.
• Support the development of structured client review and relationship management practices.
• Contribute to business continuity planning and out-of-hours readiness.

Qualifications

2+ years’ experience in client support, service delivery, or onboarding (B2B SaaS/tech preferred).

Required Skills

Organised, detail-oriented, and confident managing multiple priorities. Excellent written and verbal communication skills. Analytical mindset with a proactive, solution-focused approach. Familiar with tools such as CRM systems, support desks, and reporting dashboards.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service, Finance, and Information Technology
• Staffing and Recruiting