Senior Customer Success Manager, EMEA

ValidMind; United Kingdom; Hybrid; GBP 110,000 - 150,000; Full time

Job summary

A leading startup in AI risk management seeks a Customer Success Manager to drive client success in London. The role involves managing customer onboarding and developing tailored programs for the Enterprise MRM platform. Candidates should have strong communication and analytical skills, and experience in customer success roles is essential. This full-time position offers a salary of £110-£150k depending on experience, along with excellent career development prospects and a supportive work culture.

Benefits

Total compensation package

Flexible work schedule

Inclusive remote-first culture

Career development prospects

Qualifications

• Rich experience in Customer Success or Account Management.
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong analytical skills and vital emotional intelligence.

Responsibilities

• Manage customer onboarding and implementation of the MRM platform.
• Collaborate with clients to understand their business objectives.
• Monitor client progress and identify opportunities for improvement.

Skills

Customer Success

Communication

Analytical skills

Interpersonal skills

Problem-solving

Tools

Python/R

Jupyter Notebooks

ZenDesk

Notion

Job description

4 weeks ago Be among the first 25 applicants

Location: London, UK - Remote and Client Sites

About ValidMind
ValidMind empowers financial services organizations to bring more trust and transparency to the world’s AI/ML/LLM models. With the rapid evolution of AI, increased regulatory scrutiny, and lack of fit-for-purpose tooling, financial services’ Model Risk Management (MRM) and AI Governance functions are under enormous pressure to ensure compliance. We are passionate about helping these organizations seamlessly and confidently test, validate, and document their business’ AI models while ensuring compliance with domestic and international AI and model risk regulations.

With its activities growing globally, ValidMind is looking for a motivated and talented Customer Success Manager to create content for our growing community of developers.

Customer Success Manager

At ValidMind, a cutting-edge Model Risk Management (MRM) startup, we seek a dynamic and experienced Customer Success Manager/Director to join our team. In this pivotal role, you will be responsible for driving client success and ensuring the widespread adoption of our Enterprise MRM platform.

You will be a strategic partner to our clients, collaborating with them to define their business objectives and develop tailored MRM programs that align with their goals. You will lead an account team of CS Field Engineers and CS MRM Advisors to provide exceptional support and guidance throughout our platform’s onboarding, implementation, and ongoing use.

As a thought leader in the industry, you will stay abreast of best practices and regulatory developments to provide expert insights to our clients. You will also contribute to the development and execution of ValidMind's customer success strategy, ensuring we continue delivering unparalleled value to our clients.

Are you passionate about helping businesses manage model risk? Are you eager to make a significant impact in a rapidly growing field? We encourage you to apply for this exciting opportunity.

What You’ll Be Doing & Your Impact

• Manage customer onboarding and implementation of ValidMind's Enterprise Model Risk Management (MRM) platform.
• Manage multiple customer success programs by tracking and executing CS enablement and enrichment activities.
• Manage customer account teams in executing CS Programs, including CS Field Engineers and CS MRM Advisors.
• Collaborate with clients to understand their business objectives and develop tailored MRM programs.
• Provide ongoing enablement and guidance to clients on using the MRM platform and best practices for model risk management.
• Monitor client progress and identify opportunities for improvement.
• Conduct regular reviews with clients to assess effectiveness and make enhancements recommendations.
• Act as a liaison between clients and ValidMind's product development team to meet client needs.
• Stay abreast of industry best practices and regulatory developments in model risk management.
• Contribute to the development and execution of ValidMind's customer success strategy.

Who You Are & What Makes You Qualified

• Rich experience in Customer Success or Account Management
• Excellent communication, interpersonal, and problem-solving abilities
• Strong analytical skills, vital emotional intelligence, and a data-driven mindset
• EMEA time zone availability is required with flexibility for overlapping US eastern time zone
• Customer-facing role, often requiring regular client meetings and presentations
• Experience with customer-facing content development (e.g., professional-quality slide decks, memos, whitepapers, etc.)
• Willingness to work roughly 3 days a week from a client office
• Willingness to travel roughly quarterly for team events

Nice-to-have(s)

• Exposure to AI Model Development & Model Risk Management (MRM)
• Startup mentality with a desire to assist beyond defined role responsibilities
• Familiarity with Python/R, Jupyter Notebooks, Shortcut, ZenDesk, & Notion is preferred

Are you missing some qualifications? We will consider candidates from diverse backgrounds who can demonstrate that they have the management skills and background needed to succeed.

What does ValidMind offer?

• A total compensation package, including base salary, equity incentive, paid time off, and benefits
• An inclusive, remote-first work culture with regular get-togethers around the world
• Work-life balance with a flexible work schedule
• Great career development prospects

At ValidMind, we create the most efficient solution for organizations to automate testing, documentation, and risk management for AI and statistical models. Working here means being at the forefront of AI risk management, but it’s also more personal than that: we promote an inclusive culture where we value your ideas and creativity. We want you to have a sense of ownership over your work, to build mutual trust with your peers, and to feel supported in everything you do. There is ample room to grow as a VC-backed company in the early stages of growth.

Salary: £110-£150k base salary, depending on experience, location and other qualifying factors (paid in local currency)

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology and Customer Service
• Industries
• Software Development

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