Senior Customer Success Manager

Albert Bow Limited; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Albert Bow Limited is seeking a Senior Customer Success Manager in London (Hybrid) to lead post-sales success for enterprise clients in FinTech and digital assets. You will own onboarding, adoption, retention, and renewal strategies, working directly with founders and leadership to scale the CS function.

The role emphasizes strategic account management, cross-functional collaboration with Product and Engineering, and driving adoption and expansion across key accounts.

Qualifications

• 7-10+ years in Customer Success, Strategic/Technical/Enterprise Account Management.
• Experience managing enterprise B2B customers in FinTech, Financial Services, RegTech, Risk or Enterprise SaaS.
• Strong onboarding, adoption, retention and renewal experience.
• Proven ability to manage executive stakeholders and complex enterprise relationships.
• Commercial mindset with renewals, upsell, cross-sell and account growth exposure.
• Collaborates closely with Product, Engineering, and Leadership teams.
• Experience handling escalations and driving outcomes.
• Hands-on, strategic-plus-operational approach in fast-paced environments.
• Excellent communication and relationship management skills.
• Bonus: exposure to Digital Assets, Crypto, Trading, Risk Analytics, or institutional markets.

Responsibilities

• Own the full customer lifecycle from onboarding through renewal and expansion.
• Build trusted relationships with enterprise customers across financial services and digital assets.
• Drive product adoption, customer engagement, and long-term retention.
• Lead onboarding, training, and customer enablement initiatives.
• Conduct regular business reviews and strategic account planning sessions.
• Manage customer support requests and coordinate internal resolutions.
• Partner with Product and Engineering to communicate customer feedback and requirements.
• Identify health risks and drive retention strategies.
• Own renewal readiness and support growth within existing accounts.
• Help establish CS processes, metrics, tooling and best practices as the business scales.

Skills

Customer Success

Strategic Accounts

Executive Stakeholders

Renewals

Upsell / Cross-sell

Cross-functional collaboration

Job description

Customer Success Manager | London (Hybrid) | FinTech / Digital Assets

We're partnered with a venture-backed fintech building risk intelligence and analytics solutions for institutional participants across digital asset and financial markets. Backed by leading investors and operating at the intersection of risk, financial services, and emerging market infrastructure, they're helping sophisticated market participants make better decisions around counterparty exposure and risk management.

The business has already established a growing customer base and is now hiring its first dedicated Customer Success leader. This is a rare opportunity to join at an early stage, work directly with founders and leadership, and help build the Customer Success function from the ground up.

You'll own the full post-sales lifecycle, acting as the primary point of contact for customers while driving adoption, retention, expansion, and long-term success. This is a highly visible role with genuine influence over customer strategy, product feedback, and how Customer Success scales as the company grows.

Responsibilities

• Own the full customer lifecycle from onboarding through renewal and expansion
• Build trusted relationships with enterprise customers across financial services and digital assets
• Drive product adoption, customer engagement, and long-term retention
• Lead onboarding, training, and customer enablement initiatives
• Conduct regular business reviews and strategic account planning sessions
• Manage customer support requests and coordinate issue resolution internally
• Partner closely with Product and Engineering teams to communicate customer feedback and product requirements
• Identify customer health risks and proactively drive retention strategies
• Own renewal readiness and support commercial growth within existing accounts
• Help establish Customer Success processes, metrics, tooling, and best practices as the business scales

Skills / Experience

• 7-10+ years' experience in Customer Success, Strategic Account Management, Technical Account Management, or Enterprise Account Management
• Experience managing enterprise B2B customers within FinTech, Financial Services, RegTech, Risk, Compliance, Market Data, or Enterprise SaaS environments
• Strong customer onboarding, adoption, retention, and renewal experienceProven success managing executive stakeholders and complex enterprise relationships
• Commercial mindset with exposure to renewals, upsell, cross-sell, and account growth
• Comfortable working closely with Product, Engineering, and Leadership teams
• Experience handling customer escalations and driving successful outcomes
• Hands-on approach and willingness to operate as both strategist and operator
• Ability to thrive in a fast-paced startup or scale-up environment
• Excellent communication, relationship management, and problem-solving skills
• Bonus points for exposure to Digital Assets, Crypto, Trading, Risk Analytics, Compliance, or Institutional Financial Markets

This is an excellent opportunity for someone who enjoys building, wants greater ownership, and is excited about helping shape the future of a growing fintech business.