Principal Customer Success Manager

TL;DR

Principal Customer Success Manager (Banking): Partnering closely with banking clients to drive product adoption, satisfaction, retention, and revenue expansion with an accent on navigating complex regulated environments and extended adoption cycles. Focus on building strong relationships, delivering business insights through QBRs, identifying upsell opportunities, and coordinating cross-functional solutions to client pain points.

Location: Remote (London, United Kingdom), occasional travel up to 25%

Company

Global data, analytics, and technology company helping financial institutions, employers, and governments make critical decisions with confidence.

What you will do

• Develop strong client relationships through high engagement, objective alignment, and exceptional service
• Maintain deep knowledge of solutions, client base, and best practices to act as trusted advisor
• Educate clients on business value, facilitate adoption, and provide insights via presentations and QBRs
• Monitor customer health, identify growth/upsell opportunities, and hand off to sales
• Liaise between internal teams (tech, sales, product) to resolve issues and create solutions
• Participate in customer lifecycle, programme development, training, and account management

Requirements

• Strong experience in Customer Success, Account Management, or client-facing roles
• Bachelor’s degree or equivalent industry experience
• Foundational understanding of banking regulations (e.g., GDPR, FCA guidelines)
• Ability to troubleshoot business/technical problems, manage communications/escalations
• Skills in building consensus across siloed bank departments and project management for long cycles
• Ability to travel occasionally (up to 25%)

Nice to have

• Strong analytical skills, process improvement, and project management
• Excellent communication for presentations
• Knowledge of end-to-end banking customer journey and financial regulations (KYC/AML, Fair Lending)

Culture & Benefits

• Contributory pension, life cover, income protection, healthcare, enhanced maternity/sick pay
• 26 days holiday + birthday off, buy/sell holiday option, free credit checks
• Flexible benefits: cycle to work, gym, dining discounts, financial plans, mobile discounts
• Global online learning platform, personal development support
• Inclusion & Diversity, Wellbeing, Employee Engagement forums