Principal Customer Success Manager (Banking)

Location: Remote, Leeds, United Kingdom; occasional travel up to 25% of the time.

Company

hirify.global is a global data, analytics, and technology company helping financial institutions, employers, employees, and government agencies make critical decisions.

What you will do

• Manage banking client portfolios by aligning business objectives, maintaining engagement, and acting as a trusted advisor.
• Drive adoption, customer satisfaction, retention, and revenue expansion through value presentations, Quarterly Business Reviews, and best-practice education.
• Monitor customer health, product usage, issues, and success metrics; provide transparency and lead escalations through resolution.
• Identify upsell opportunities and coordinate handoffs with Account Executives.
• Collaborate with technology, sales, marketing, finance, product, and other internal teams to solve client pain points and relay trends.
• Support the customer lifecycle from prospecting through renewal, including account changes, product setup, billing corrections, training, and CSM programme improvements.

Requirements

• Strong experience in Customer Success, Account Management, or another client-facing role.
• Bachelor’s degree or higher, or equivalent years of industry experience.
• Ability to troubleshoot and solve business and basic technical problems, with a foundational understanding of banking regulations such as GDPR and FCA guidelines.
• Ability to manage daily client communications, escalations, and problem-management situations.
• Ability to build consensus across IT, Information Security, Legal, Procurement, and business-line users while working autonomously and collaboratively.
• Exceptional patience and project management skills to maintain momentum through a 12-to-18-month adoption process in regulated financial institutions.

Nice to have

• Strong analytical, process improvement, and project management capabilities.
• Excellent verbal and written communication skills, including formal and informal client and internal presentations.
• Confidence and composure under pressure.
• Understanding of the end-to-end banking customer journey, from acquisition and loan origination to account management and collections.
• Working knowledge of FCA guidelines, GDPR, KYC/AML rules, and Fair Lending practices.

Culture & Benefits

• Remote work with occasional travel and standard full-time employment benefits.
• Contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay.
• 26 days of holiday plus a birthday day off, with the ability to buy and sell holiday.
• Flexible benefits including cycle-to-work, discounted travel, gym, dining and leisure discounts, financial plans, and mobile discounts.
• Learning opportunities through a global online learning platform, alongside Inclusion and Diversity, Wellbeing, and Employee Engagement forums.