17 Oct
Venatrix
London
Job Title: Senior Customer Success Manager
Location: London, Shoreditch (Hybrid, 2 days in-office)
Reports To: Head of Customer Success
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Company Overview:
Join a fast-growing fintech/payments company based in the heart of Shoreditch, London. We are transforming the way businesses manage payments, offering innovative financial solutions that simplify transactions and drive growth. We are looking for a dynamic, customer-centric individual to play a critical role in delivering outstanding value to our clients. As a Customer Success Manager, you will be part of a passionate team committed to enhancing customer experiences and ensuring that our clients achieve their business goals.
Position Overview:
As a Customer Success Manager, you will be the primary point of contact for our key clients, responsible for onboarding, training, and ensuring they derive maximum value from our products and services. You’ll proactively manage relationships, resolve issues, and identify opportunities to increase customer satisfaction and retention. This role requires someone with a strong understanding of fintech and payments, excellent communication skills, and the ability to translate customer needs into actionable solutions.
Key Responsibilities
- Client Onboarding Guide: new customers through the onboarding process, ensuring a smooth and efficient experience.
- Account Management: Build and maintain strong relationships with clients, acting as a trusted advisor to help them optimize the use of our payment solutions.
- Customer Success Strategy: Work closely with the Head of Customer Success to develop and execute strategies that enhance customer satisfaction, retention, and growth.
- Customer Support:
Act as the first point of contact for any technical or product-related issues, working with cross-functional teams (Support, Product, Engineering) to resolve them in a timely manner.
- Customer Advocacy: Collect and analyze customer feedback, providing insights to internal teams for continuous product improvement and development
- Product Training: Conduct regular training sessions for clients, ensuring they are fully equipped to use our solutions effectively
- Upsell/Cross-Sell: Identify and act on upselling and cross-selling opportunities to increase account value.
- Performance Monitoring: Track key performance metrics to monitor client success and health, proactively addressing any potential issues before they escalate.
- Collaboration: Liaise with Sales, Marketing,
and Product teams to ensure a seamless customer experience and alignment across departments.
Skills & Qualifications
- Experience: 3-5 years of experience in a customer-facing role, ideally within a fintech, payments, or SaaS environment.
- Industry Knowledge: Strong understanding of fintech, payments, and/or financial services, with the ability to translate technical details into customer-friendly language.
- Client-Focused: Demonstrated ability to build and nurture relationships with clients, understanding their unique needs and providing solutions that drive success.
- Communication: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
- Problem-Solving:
Strong analytical and problem-solving skills, with a proactive and solution-oriented mindset.
- Technical Aptitude: Comfortable working with tech-based products; experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
- Adaptability: Comfortable in a fast-paced, dynamic environment with the ability to manage multiple clients and priorities.
- Team Player: Collaborative, with the ability to work cross-functionally and influence internal teams to improve the customer experience.
Bonus Points:
- Experience working in a startup or high-growth environment.
- Familiarity with payments platforms, APIs, and other fintech technologies.
- Track record of driving customer success and retention through innovative strategies.
Benefits:
- £50,000 - £60,000 + bonus
- Flexible, hybrid working model (2 days per week in Shoreditch office).
- Private healthcare, pension contributions, and wellness initiatives.
- Generous annual leave policy.
- Personal development budget for learning and career growth.
- Collaborative, inclusive work environment in a cutting-edge fintech company.
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If you’re passionate about fintech, customer success, and driving business growth through excellent client relationships, we’d love to hear from you! Apply now to become a part of our exciting journey.
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▶️ Senior Customer Success Manager
🖊️ Venatrix
📍 London