Senior Customer Success Manager

Veladur; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Veladur in London is seeking a Senior Customer Success Manager to drive client satisfaction and long-term value of our fintech platform. You will partner with customers to understand needs, guide adoption, and secure successful outcomes.

The role emphasizes strategic advisory, onboarding leadership, retention growth, and collaboration with product and support teams to deliver proactive service and measurable results for key accounts.

Qualifications

• Minimum of 5 years of experience in customer success, account management, or related client-facing role.
• Strong communication, problem-solving, and analytical skills.
• Ability to translate customer feedback into actionable insights.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Build and maintain strong customer relationships with key accounts.
• Lead onboarding for new customers.
• Drive retention through upselling, cross-selling, and expanding product use.
• Provide insights to internal teams for continuous improvement.
• Troubleshoot challenges and ensure timely resolutions.

Skills

Communication

Problem solving

Analytical skills

Insights from feedback

Account management

Multitasking

Education

Bachelor’s degree in Business/Finance or related field

Equivalent work experience

Job description

Role overview

As a Senior Customer Success Manager, you will play a key role in driving customer satisfaction and ensuring client success within a fast-growing fintech environment. You will work closely with customers to understand their needs, provide strategic guidance, and ensure they receive maximum value from the platform’s solutions. This role requires a trusted advisor mindset, focused on delivering a seamless customer experience while contributing to strong customer retention and long-term growth.

Responsibilities

• Build and maintain strong, long-lasting customer relationships, serving as the primary point of contact for key accounts.
• Lead the onboarding process for new customers, ensuring smooth transitions and effective product adoption.
• Drive customer retention by identifying opportunities for upselling, cross-selling, and expanding product use.
• Provide insights and feedback to internal teams to support continuous improvement and customer-centric development.
• Troubleshoot challenges, troubleshoot issues when required, and ensure resolutions are delivered efficiently and professionally.

Qualifications

• Minimum of 5 years of experience in customer success, account management, or a related client-facing role.
• Strong communication, problem-solving, and analytical skills, with the ability to translate customer feedback into actionable insights.
• Proven ability to manage multiple priorities in a fast-paced environment.
• A Bachelor’s degree in Business, Finance, or a related field is preferred (or equivalent work experience).