Customer Success Manager

CRS; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job summary

Join a dynamic Fintech start-up as a Customer Success Manager, where you'll play a pivotal role in nurturing customer relationships and driving satisfaction. This innovative firm is at the forefront of the payments space, offering a collaborative environment that fosters growth and creativity. You'll lead customer onboarding, manage Proof of Concepts, and ensure clients maximize their use of the award-winning SaaS platform. With a strong focus on project management and communication, you'll be the trusted partner for clients, helping them navigate their journey with the platform. This is a fantastic opportunity to make a real impact in a rapidly growing company.

Qualifications

• 3+ years in Customer Success, Implementation, or Account Management roles.
• Strong project management skills and ability to manage multiple clients.

Responsibilities

• Lead customer onboarding and manage project plans for successful deployments.
• Act as the voice of the customer, ensuring they derive maximum value.

Skills

Payments experience

Customer Success Management

Project Management

Communication Skills

Problem-solving

Tools

Jira

Slack

Job description

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

Director of Fintech and Payments at CRS Ltd

Customer Success Manager

My client is an exciting Fintech start-up who have been at the forefront of innovation and problem solving within the payments space. Their award-winning SaaS platform is trusted by a fast-growing range of companies across the fintech spectrum. As part of a dynamic and collaborative team, you'll enjoy opportunities for rapid growth, innovation, and meaningful work in a supportive, award-winning culture. Having recently secured their Series A funding, they are entering an exciting new phase of growth so this is a great time to be joining them.

They are looking for a Customer Success Manager to join their growing team. Reporting to the Head of Customer Success, you will display a passion for building long term customer relationships which is critical to their growth and retention strategy. As a Customer Success Manager, you will be the trusted partner and primary point of contact for customers after the initial sale. You will be responsible for customer onboarding, running Proof of Concepts (PoCs), driving implementation projects, and ensuring ongoing success and satisfaction.

Responsibilities for the Customer Success Manager

Proof of Concepts (PoCs):

• Leadand coordinate customer PoCs, working closely with Sales, Product, and Engineering teams to define success criteria, manage timelines, and ensure a smooth handover into full production

Implementation and Onboarding:

• Own the customer onboarding experience, setting clear expectations, managing project plans, and ensuring a smooth and successful deployment
• Use project management tools (e.g., jira) to track onboarding tasks.
• Set up customer configurations including product setup, XML/file imports, and user access
• Deliver training (live, remote, or recorded) to new users

Customer Relationship Management:

• Act as the voice of the customer internally, communicating feedback and feature requests to the Product and Development teams
• Run regular check-ins with customers to identify pain points, understand goals, and ensure they are deriving maximum value from our platform
• Manage customer renewals, expansions, and advocacy programs

Service Desk and Support:

• Monitor service desk queues daily to triage support tickets, questions, feature requests, and escalate bugs or issues appropriately.
• Ensure swift and clear communication on resolutions and updates

Customer Advocacy and Communication:

• Educate customers about new features, best practices, and upcoming product enhancements
• Help customers quantify the value our client delivers, supporting them in internal advocacy for continued use or expansion.

Metrics and Reporting

• Track and report on customer health metrics, product adoption, and satisfaction scores
• Participate in quarterly customer reviews and internal performance reviews of service delivery.

Requirements for the Customer Success Manager

• Must have Payments experience (Issuing, Acquiring, Scheme or something similar)
• 3+ years in a Customer Success, Implementation, or Account Management role within SaaS, Fintech, or Payments.
• Strong project management skills; highly organised and able to manage multiple clients and projects simultaneously
• Excellent communication and relationship-building skills – you're comfortable engaging with both technical teams and C-level stakeholders.
• Semi-technical, with the ability to understand customer data processes, file imports, reconciliation workflows, and product configurations
• Proactive problem-solver who thrives in a scale-up environment.
• Results-driven, empathetic, and passionate about helping customers succeed.

Familiarity with service desk platforms, Jira and Slack is a plus

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Project Management

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