Customer Success Manager

Role Summary

As Finbourne continues to scale, we are creating a dedicated Customer Success function to complement our existing onboarding, implementation, and customer support teams. This role will play a key part in ensuring customers achieve long‑term value from the Finbourne platform and grow with us over time.

We are hiring a Customer Success Manager to help establish and shape Finbourne’s Customer Success capability. This is a new role and an opportunity to influence how Finbourne partners with customers beyond go‑live, ensuring successful adoption, value realisation, and long‑term retention.

You will act as a trusted advisor to customers, owning the post‑implementation relationship and working closely with Product, Implementation, and Support teams to deliver an excellent end‑to‑end customer experience.

• Own the ongoing relationship with a portfolio of customers post‑implementation
• Develop a deep understanding of each customer’s business objectives, use cases, and success criteria
• Drive platform adoption and ensure customers are realising measurable value from Finbourne
• Act as a strategic partner, helping customers align Finbourne’s capabilities to their evolving needs

• Define and monitor customer health metrics, adoption indicators, and risk signals
• Proactively identify and address risks to customer satisfaction, renewal, or expansion
• Lead regular customer check‑ins, reviews, and success planning sessions
• Own renewals and identify value‑led expansion opportunities and signals through usage patterns, operational pain points and business outcome

• Work closely with Implementation and Delivery Managers to ensure a smooth transition to BAU
• Partner with Customer Support to resolve issues efficiently and communicate trends back to the business
• Provide structured feedback to Product and Engineering based on customer insights and usage patterns
• Align with Sales on customer expectations, success outcomes, and growth opportunities

• Help define Customer Success processes, playbooks, and best practices
• Contribute to the development of success metrics, reporting, and tooling
• Act as a voice of the customer internally, helping shape Finbourne’s customer‑centric culture
• Support the evolution of the function as Finbourne scales

• Experience in Customer Success, Account Management, Consulting, or similar client‑facing roles
• Background in B2B SaaS, fintech, financial services, or complex enterprise software environments
• Experience managing long‑term customer relationships and driving adoption post‑go‑live
• Comfortable working in a fast‑growing, evolving organisation where processes are still being defined

• Strong stakeholder management skills, including engagement with senior and technical client contacts
• Ability to translate complex products into clear value for customers
• Structured, proactive, and outcome‑oriented approach to customer management
• Excellent communication and problem‑solving skills
• Collaborative mindset with the confidence to challenge constructively

• Interest in building and shaping new functions, not just operating within existing ones

• Competitive salary plus performance based bonus.
• Health & Wellbeing: A competitive health insurance policy that disregards previous medical history. This also includes dental, optical, mental health support and comprehensive cancer cover.
• Cycle to work scheme and Gym discounts:
  Buy a bike and cycling accessories out of your pre‑tax salary and spread the cost over 12 months, as well huge discounts off Hussle, KOBOX and Nuffield Health gyms.
• Hybrid:
  We have a mature attitude towards hybrid working. Whether you’re a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we’re committed to helping you be productive and work in a way that is best for you.
• Professional learning and development:
  External training and accreditations are supported, as well internal training and development programs.
• Maternity, paternity and adoption…