Customer Success Manager- FinTech (Intermediated Lending)
Job Title: Customer Success Manager- FinTech (Intermediated Lending)
Location: Manchester, with hybrid working available (2-3 days per week onsite in Manchester)
Industry: Financial Technology (FinTech)
Job Type: Full-Time
The Role:
We are seeking a Customer Success Manager (CSM) to join a fast-growing fintech start-up. This role focuses on implementation and delivery, requiring a strong project manager and stakeholder manager who can independently handle complex deliveries and elevate customer engagement from support to a strategic partnership.
What You’ll Do:
* Implementation & Delivery: Own the onboarding and implementation process for B2B SaaS clients, ensuring seamless delivery and client satisfaction.
* Project Management: Manage end-to-end delivery timelines, resource planning, and issue resolution, going beyond basic project tracking.
* Client Engagement: Act as the primary point of contact for clients, fostering strong relationships, identifying needs, and unlocking growth opportunities.
* Stakeholder Management: Work effectively with internal and external stakeholders to manage expectations, resolve conflicts, and ensure alignment.
* Commercial Capability: Spot and act on upsell or cross-sell opportunities while maintaining a client-first approach.
* Process Improvement: Contribute to the improvement of implementation and customer success processes to streamline operations and enhance client outcomes.
What You’ll Bring to the Table:
* Experience: 3-5 years in a customer-facing role, ideally in B2B SaaS implementation or project management.
* Skills: Proven expertise in project management and stakeholder management with a track record of independent delivery in complex environments.
* Domain Expertise: A financial services background, particularly with brokers, lenders (track record in intermediate lending), or paper-based processes.
* Customer Success: Prior experience in customer success is advantageous but not mandatory.
* Capabilities: Commercially savvy, with the ability to identify client needs and growth opportunities.
* Technical Acumen: Comfortable working with B2B SaaS products, with the ability to understand technical integrations and workflows.
If you’re ready to support impactful client relationships in a dynamic and growing company, we encourage you to apply and be part of our journey.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Consulting
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