Senior Client Success Manager

Ophelos; Greater London; Hybrid; GBP 40,000 - 80,000; Full time

Job description

At Ophelos, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals — no matter what they’re going through.

For too long, people in debt have borne the brunt of poor industry practices. Intimidating tactics, time-consuming customer service and a one-size-fits-all approach that overlooks the reasons anyone can fall into debt in the first place. Meanwhile, businesses suffer too. Poor customer experience translates to poor customer satisfaction, high churn rates, bad brand reputation and ultimately missed opportunities.

That’s why we’re taking a radically different approach. Pioneering an industry-first AI-native collections platform, we build products that help individuals clear their debts in a way that suits them, whilst providing businesses with an improved customer experience and game-changing insights into their customer base.

Since our launch in 2021, we’ve worked with some of the UK’s leading companies, including Octopus, Scottish Power and Philips — helping millions of people move toward a more stable, debt-free future. In 2023, we were acquired by Intrum, Europe’s biggest credit management service and have begun the next phase in our growth — expansion into 17 European markets over the next two years.

The Role - Senior Client Success Manager

We are looking for a proactive Senior Client Success Manager to join our high performing Client Success team. You will be responsible for partnering with key enterprise clients across UK and Europe. This will include hypercare and ongoing relationship management across the portfolio. You will be cultivating strong client relationships and data-driven solutions to improve the lives of people in financial difficulty.

In this role, you’ll get to:

• Own large enterprise relationships - partnering and looking for ways to drive long-term strategic partnerships
• Collaborate closely with executive stakeholders to deeply understand their goals and align our solutions to evolving needs
• Use data to foster trusted, value-driven relationships
• Align with Client Market, Engineering, Data and other business units to drive success
• Explore new ways to improve and automate ongoing Client Market processes
• Feedback both internally and externally focussing on data backed proactive solutions and product improvements

About you

We believe that no one is the finished article, however, some experience in the following is important for this role:

• You excel at partnering with enterprise clients and are confident leading both face-to-face and remote sessions (ideally 5+ years experience)
• You have a proven track record of managing large, complex enterprise accounts with high ARR
• You have a strong ability to engage with executive stakeholders and navigate complex business needs
• You are data-driven with an analytical mindset, with experience in QBRs and performance reporting
• You’re a proactive problem solver, who is organised and able to communicate issues internally and externally
• Experience in SaaS, fintech, or enterprise technology solutions is a plus

We are continually evolving our benefits package at Ophelos. We currently offer:

• Private healthcare through Vitality
• £200 Working from home allowance
• Cashback on costs of the dentist, opticians and more
• 25 days holiday
• Flexible Public Holidays (decide when to take time off)
• Free access to counselling sessions through our EAP
• Flexible Working arrangement - work from home or from the office
• Cycle to work scheme
• Company pension

About Our Team

Ophelos launched in June of 2021, backed by investors such as AlbionVC, Connect Ventures and Fly Ventures. In 2023, we were acquired by Intrum, Europe’s biggest credit management service. Our growing team has helped build some of the world’s most successful businesses, including the likes of Monzo, Google, Oracle, ASAPP, IBM and more — in addition to pioneering innovative products, sitting at the intersection of enterprise, financial technology, artificial intelligence and academia, working with institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.

Our Values

Supporting customers and businesses to improve their financial health is a long-term mission. Our company values act as our north star, steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose, even as we continue to grow at a rapid pace.

Customers and Clients first – We exist to help real people move through debt and to get clients paid back. This commitment drives how we design products, deliver services, and interact with customers and clients daily.

Dream big – We have ambition and drive to succeed - we’re not just raising the bar, we’re confidently asserting ourselves as the benchmark.

Get it done – We’re decisive and embrace a sense of urgency; we don’t let opportunities get away from us. We’d rather act quickly and take informed risks, iterating and learning as we go.

Win as one - We work as one team, supporting each other and aiming for shared goals. At Ophelos, the team isn’t just individual departments - it’s all of us together. We challenge and support each other because we care about everyone’s growth and success.

Ophelos is committed to creating a diverse work environment and is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. We are building an environment where every Ophelos team member can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or other protected characteristics as required by law and as a matter of our company values.