Customer Success Manager (Fintech)

Location: London, with home-working flexibility and expected attendance at the office or customer sites as required, including travel.

Company

Aiviq is a fintech company providing cloud-based data and analytics solutions for asset managers and financial institutions.

What you will do

• Own business and operational relationships across a portfolio of enterprise investment manager customers.
• Build customer success plans, monitor customer health, and lead regular service and business reviews.
• Coordinate internal teams on prioritisation, implementations, escalations, incident communications, and remediation.
• Represent customer feedback in roadmap discussions and drive release readiness, adoption, and value realisation.
• Partner with Sales on customer intelligence, advocacy, references, and qualified expansion signals.
• Define Customer Success playbooks, health scoring, escalation protocols, review cadences, and reporting.

Requirements

• Substantial experience in customer success, client service, or account management within B2B SaaS, fintech, or data, with ownership of an enterprise customer portfolio.
• Experience building trusted relationships with senior stakeholders and handling difficult conversations.
• Experience in asset or wealth management and with enterprise data platforms.
• Excellent written and verbal communication, negotiation, influencing, and organisational skills.
• Ability to translate technical data concepts into business value and business needs into actionable requirements for services and engineering teams.
• Ability to work independently without an established playbook or team while balancing multiple customers and priorities.

Nice to have

• Experience building a new Customer Success function from the ground up.
• Experience supporting customer advocacy, references, and case studies.

Culture & Benefits

• Opportunity to define a new function with a path toward leading it as the organisation grows.
• Collaborative, open, innovative, and respectful working environment.
• Career growth and development support within a globally expanding fintech.
• Opportunities to work from other global locations as international teams expand.