Customer Success Manager

Formula.; West of England; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

Hybrid working

33 days holiday

Office two days per week

Job summary

Formula. is seeking a Client Success Manager to lead onboarding, manage client relationships and coordinate across internal teams. You will drive delivery from deal close through go-live and into BAU, developing the function as it scales.

You will oversee governance and regular reviews, identify expansion opportunities and feed client insight to help improve products and processes in a dynamic fintech environment with institutional clients.

Qualifications

• 5–10 years' experience in client-facing project delivery or client success management.
• Proven track record delivering complex projects from start to finish.
• Experience in financial services, fintech, asset management or similar institutional environment.
• Ability to manage senior stakeholders and resolve project challenges.
• Strong commercial awareness and ability to identify expansion opportunities.
• Excellent coordination to align multiple internal teams while maintaining client experience.

Responsibilities

• Own onboarding end to end from deal close through go-live and beyond.
• Coordinate delivery across multiple internal teams to keep plans and timelines.
• Manage client relationships through governance, check-ins and reviews.
• Identify and progress expansion opportunities within existing accounts with sales.
• Feed client insight back to improve products and processes.

Skills

Client-facing

Project delivery

Stakeholder management

Commercial awareness

Job description

We're working with a venture-backed financial technology business operating at the intersection of financial services and responsible investment. The company works with a range of large institutional clients and is growing its client-facing function as the business continues to scale.

This Client Success Manager role will be central to the relationship between the business and its clients. You'll own onboarding from end to end, manage the relationship through implementation and into business as usual, and coordinate delivery across internal teams to keep projects on track. There's significant scope to shape and develop the function as it grows.

What you'll be doing

• Owning client onboarding end to end, acting as the main point of contact from deal close through to go-live and beyond
• Coordinating delivery across multiple internal teams, keeping everyone aligned to the same plan and timeline
• Managing client relationships through regular governance, check-ins and service reviews once clients are live
• Identifying and progressing expansion opportunities within existing accounts, working alongside sales
• Feeding client insight back into the wider business to help improve products, processes and the overall client experience

What we're looking for

• Around 5 -10 years' experience in client-facing project, delivery or client success management
• A track record of managing complex projects from start to finish
• Experience within financial services, fintech, asset management, investment or another relevant institutional environment
• Confidence managing senior stakeholders within large organisations, including when projects encounter challenges
• Strong commercial awareness and the ability to identify opportunities to develop existing client relationships
• Excellent coordination skills, with the ability to keep multiple internal teams aligned while maintaining a strong client experience

What's on offer

• Up to £70,000 depending on experience
• 33 days' holiday with flexibility around bank holidays
• Hybrid working, with two days per week in the office

If you're a Client Success Manager, Client Delivery Manager or Project Manager with a financial services background and a track record of delivering complex client projects, we'd like to hear from you.

Due to the high volume of applications, not all applicants will receive feedback.