Founding Customer Success Manager

Jack and Jill AI; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A VC-backed fintech startup is seeking a Founding Customer Success Manager to establish the function from scratch. This role involves designing the customer success lifecycle, working directly with startup founders to maximize the AI automation platform's value. The ideal candidate will have experience in fintech or B2B SaaS, with strong analytical and communication skills. Join this exciting startup to make a direct impact on scaling and building a leading financial platform.

Benefits

Meaningful equity

High-ownership environment

Impact on product roadmap

Qualifications

• Proven experience in 0→1 environments within fintech or B2B SaaS.
• Exceptional analytical and communication skills.
• Deep empathy for the startup ecosystem.

Responsibilities

• Design and own the end-to-end customer success lifecycle.
• Partner with startup founders to maximize platform value.
• Define and track key success metrics.

Skills

Customer success management

Analytical skills

Communication skills

Empathy for startups

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

This is a job that Jill, our AI Recruiter, is recruiting for on behalf of one of our customers. She will pick the best candidates from Jack's network.

The next step is to speak to Jack.

Founding Customer Success Manager

Company Description: VC-backed fintech startup

Job Description

Join a high-growth fintech startup building the financial home for European scale-ups. As the first Customer Success hire, you will build the function from scratch, working directly with founders and finance leads at ambitious companies. You will design onboarding processes and translate customer feedback into product improvements alongside a world-class founding team.

Location: London, UK

Why this role is remarkable

• Opportunity to build and lead a foundational function at a well-funded fintech led by industry veterans from Stripe and Wise.
• Direct impact on the product roadmap by serving as the primary voice of the customer for a category-defining AI financial platform.
• High-ownership environment with meaningful equity and a front-row seat to scaling a pre-seed startup into a global unicorn.

What you will do

• Design and own the end-to-end customer success lifecycle, including onboarding, engagement, and retention strategies from scratch.
• Partner directly with startup founders and finance teams to ensure they maximize value from the platform's AI automation tools.
• Define and track key success metrics such as activation, adoption, and NPS while building scalable support and enablement materials.

The ideal candidate

• Proven experience in 0→1 environments, having scaled customer success or account management processes within the fintech or B2B SaaS sectors.
• Exceptional analytical and communication skills, with the ability to turn complex financial pain points into simple, automated product solutions.
• Deep empathy for the startup ecosystem and a proactive mindset for solving the unique challenges faced by high-growth finance teams.

Who are Jack & Jill?

Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.

And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.

Next steps

1. Step 1. Visit our website.
2. Step 2. Click 'Talk to Jack'.
3. Step 3. Talk to Jack so he can understand your experience and ambitions.
4. Step 4. Jack will make sure Jill (the AI agent working for the company) considers you for this role.
5. Step 5. If Jill thinks you're a great fit and her client wants to meet you, they will make the introduction.
6. Step 6. If not, Jack will find you excellent alternatives. All for free.

We never post fake jobs
This isn't a trick. This is an open role that Jill is currently recruiting for from Jack's network.
Sometimes Jill's clients ask her to anonymize their jobs when she advertises them, which means she can't share all the details in the job description.
We appreciate this can make them look a bit suspect, but there isn't much we can do about it.

Give Jack a spin! You could land this role. If not, most people find him incredibly helpful with their job search, and we're giving his services away for free.