Founding Customer Success Manager

Jack & Jill/External ATS; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading fintech startup in London is seeking a Founding Customer Success Manager to shape the customer success function from the ground up. You will work directly with founders and finance teams, defining processes that enhance customer value and drive engagement. The ideal candidate should have proven experience in fintech or B2B SaaS, excellent analytical and communication skills, and a proactive approach to solving challenges. This is a unique opportunity to join a well-funded startup at an early stage.

Benefits

Meaningful equity

Direct impact on product development

High-ownership environment

Qualifications

• Proven experience in 0→1 environments, scaling customer success or account management in fintech or B2B SaaS.
• Exceptional analytical skills to simplify complex financial challenges.
• Strong communication skills to convey insights effectively.

Responsibilities

• Design and manage customer success processes including onboarding and retention strategies.
• Collaborate with founders and finance teams to enhance platform value.
• Establish key success metrics like activation and NPS.

Skills

Customer success management

Analytical skills

Communication skills

Experience in fintech

Proactive mindset

Job description

Founding Customer Success Manager

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.