Customer Success Manager I (Fintech)

TL;DR

Customer Success Manager I (Fintech): Managing a book of business for UK and Ireland customers to ensure adoption and growth with an accent on Net Revenue Retention and account expansion. Focus on building C-suite relationships, executing strategic account plans, and mitigating churn risk.

Location: Hybrid (Leeds, UK)

Salary: £27,976 - £33,570

Company

Global bank payment company helping businesses collect and send recurring and one-off payments via direct debit and open banking.

What you will do

• Manage a book of business and ensure delivery against customer lifecycle milestones and KPIs.
• Drive commercial strategies to increase Net Revenue Retention (NRR) and identify expansion opportunities.
• Execute tailored Account Plans to position the company as a trusted partner for each customer's strategic goals.
• Collaborate with Account Management and Sales teams on whitespace analysis and growth strategies.
• Build and maintain strong relationships with key stakeholders, including C-suite executives and champions.
• Mitigate risk by managing renewals and forecasting for the owned book of business.

Requirements

• Must be based in the UK (Hybrid role in Leeds).
• 2+ years of experience in complex end-to-end client-facing environments.
• 2+ years of experience in Sales, Customer Success, or Account Management.
• Strong verbal and written communication skills for high-level stakeholder interaction.
• Ability to manage conflicting priorities in a fast-paced environment.

Nice to have

• Additional languages.
• Experience in the Finance or Payments industry.

Culture & Benefits

• Hybrid working model with flexibility on in-office days.
• Equity sharing for all permanently employed staff.
• Work Away Scheme allowing remote work from anywhere for up to 90 days per year.
• Dedicated wellbeing support and medical cover.
• Annual holiday leave supplemented by 3 volunteer days and 4 wellness days.