Customer Success Manager

The CompanyA leading fintech provider in the heart of BirminghamOur client is a fast‑growing fintech business transforming how organisations manage payments, financial workflows, and customer experience. With a reputation for innovation, reliability, and exceptional service, they’re scaling rapidly — and investing heavily in their customer success function to support that growth.The RoleChampioning customer success across a modern fintech ecosystemAs Customer Success Manager, you’ll be the trusted partner for a portfolio of clients, ensuring they get maximum value from the platform. You’ll blend relationship management, product expertise, and commercial awareness to drive adoption, retention, and long‑term satisfaction. This is a hybrid role, giving you the flexibility to split your time between home and their Birmingham office.What You’ll Be DoingThe day‑to‑dayManaging customer relationships — acting as the primary point of contact for your portfolioDriving product adoption through onboarding, training, and proactive engagementIdentifying growth opportunities and supporting upsell conversationsMonitoring customer health and intervening early to prevent churnGathering customer feedback to influence product developmentCollaborating with internal teams including Product, Sales, and SupportWhat Does Success Look Like?Clear impact, strong relationships, and measurable growthYou’ll be successful when your customers see you as an extension of their team — someone who understands their goals, anticipates their needs, and helps them unlock the full value of the platform.High customer satisfaction and engagementStrong retention and renewal outcomesIncreased product usage across accountsClear communication between customers and internal teamsA reputation for being proactive, solutions‑focused, and commercially awareWhat’s In It for You?Competitive salary of £35,000–£40,000Hybrid working (Birmingham HQ)Clear progression opportunities within a scaling fintech25 days holiday + bank holidaysOngoing professional development and product trainingA supportive, collaborative culture with modern tools and processes