Principal Customer Success Manager (Financial Services)

TL;DR

Principal Customer Success Manager (Financial Services): Partner with financial services clients to drive product adoption, retention, and revenue expansion with an accent on building relationships, monitoring health metrics, and identifying upsell opportunities. Focus on delivering business insights through Quarterly Business Reviews, acting as a trusted advisor, and coordinating cross-functional solutions to client pain points.

Location: Remote (London / Nottingham / Leeds, United Kingdom)

Company

Global data, analytics, and technology company helping financial institutions and others make decisions with confidence through credit and identity solutions.

What you will do

• Develop strong client relationships through high engagement and alignment on business objectives
• Maintain deep knowledge of solutions and best practices to act as trusted advisor
• Monitor customer health via usage, issues, and metrics; provide insights through QBRs and presentations
• Identify growth/upsell opportunities and hand off to sales
• Liaise between clients and internal teams (tech, sales, product) to resolve issues and drive escalations
• Facilitate training, account changes, billing, and participation in customer lifecycle

Requirements

• Strong experience in Customer Success, Account Management, or client-facing roles
• Bachelor’s degree or equivalent industry experience
• Self-starter able to troubleshoot business/technical problems and manage communications/escalations
• Proficient in interfacing with production, tech, sales, and clients
• Autonomous worker who collaborates in teams; passionate about customer experience
• Ability to travel occasionally (up to 25%)

Nice to have

• Strong analytic skills, process improvement, project management
• Excellent verbal/written communication for presentations
• Confidence and calm under pressure

Culture & Benefits

• Contributory pension, life cover, income protection, healthcare
• Enhanced maternity/sick pay, 26 days holiday + birthday off, buy/sell holiday
• 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
• Free credit checks