Customer Success Manager

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Senior Customer Success Manager – B2B Fin Ops Platform

Location: London (in-office, with regular customer visits across the UK)

Reports to: Founders

Team: Customer Success

Type: Full-time, Senior Role

Salary: Up to £65k + bonus + equity

About the Company

We’re working with a fast-growing, early-stage B2B financial operations platform designed to simplify and streamline complex financial workflows for merchants in heavy industries. The platform integrates with ERP and payment systems to help businesses manage credit, collections, and payments more efficiently.

The company is scaling rapidly and looking for a hands-on, strategic Customer Success leader to own the end-to-end customer experience and build a high-performing team. You’ll be joining a high-performance, ownership-driven environment, where your impact is visible from day one.

The Role

This is a senior, hands-on Customer Success Manager role. You’ll be embedded with customers, working closely with credit controllers, finance directors, and business owners to deliver measurable outcomes. You’ll help shape the customer success strategy, improve adoption, and scale processes while building and leading a team.

You’ll combine execution with strategy, solving problems in real time while setting up frameworks to ensure long-term customer success.

Customer Execution

• Spend time on site with merchants, building relationships and understanding workflows
• Personally manage onboarding and adoption for key accounts
• Lead QBRs, training sessions, and escalations
• Capture customer feedback and translate it into product and process improvements
• Define and own Customer Success strategy to drive retention, expansion, and advocacy
• Build and lead a high-performing CS team
• Establish and track key metrics: NRR, GRR, time-to-value, adoption rates
• Segment the customer base and tailor engagement models
• Lead by example and foster a customer-first culture

Customer Lifecycle Management

• Oversee the full customer journey from onboarding to renewal and expansion
• Develop scalable playbooks for adoption, renewals, and advocacy
• Identify at-risk accounts and intervene proactively
• Build advocacy programs with satisfied customers

Process & Collaboration

• Implement scalable CS processes and tools
• Build feedback loops across Sales, Product, and Marketing
• Create dashboards to track health scores, churn risk, and expansion opportunities
• Lead internal reviews to improve consistency and delivery

What You’ll Bring

Must-Haves:

• 5+ years experience in Customer Success, Account Management, or similar roles in SaaS or fintech
• Proven track record of hands-on customer engagement and measurable outcomes
• Experience leading or scaling Customer Success teams
• Strong commercial acumen and comfort owning revenue-related metrics (NRR, retention, expansion)
• Builder mindset: thrives in fast-moving, ambiguous environments
• Excellent communication and presentation skills
• Deep empathy for customers and understanding of their workflows

Nice-to-Haves:

• Experience with ERP-integrated software or payment automation tools
• Prior experience in fintech, SaaS, or heavily regulated industries

Why This Role is Interesting

• High-impact, hands-on senior role in a fast-growing fintech startup
• Directly shape the Customer Success strategy and team from the ground up
• Work closely with merchants, credit controllers, and business leaders
• Exposure to enterprise customers and complex financial workflows
• London HQ, with regular travel to customer sites across the UK

Apply or email your CV to Delup to find out more

London, England, United Kingdom 6 days ago

London, England, United Kingdom 6 days ago

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