Customer Success Manager - SAAS - Financial Services / 55k London - The Workplace Consultancy : Job Details

My client is a leading financial software company with an award winning SAAS offering. They have a brilliant role for a Customer success manager.

Key Responsibilities

Serve as the primary point of contact for assigned accounts, fostering strong, long-term relationships.

Guide new customers through the onboarding process, ensuring timely and accurate delivery of services.

Liaise with team leads to ensure we are on track to deliver the product within the agreed timeline, providing updates and addressing any potential roadblocks proactively.

Engage key decision makers about upcoming contract renewals, ensuring your client portfolio continues to choose my client as their preferred R&D provider and therefore reduce churn

Collaborate with internal teams to align on timelines, workload, and capacity, ensuring team delivery targets are met and any potential challenges are mitigated early.

Work closely with the sales team to identify and maximise cross-sale and upsale opportunities within your client book, driving additional value for both the client and the business.

Conduct regular check-ins to assess satisfaction and address concerns proactively.

Advocate for customers' needs internally, ensuring they receive optimal value from our services.

Required Skills & Experience

Proven experience in a Customer Success

Experience working in fast-paced environments

Strong understanding of CRM tools (e.g., Pipedrive, Salesforce) and project management software (e.g., Asana, Trello).

Exceptional communication and interpersonal skills.

Highly organised with strong time-management abilities.

Problem-solving mindset with a proactive approach to addressing challenges.

Customer-first attitude with a focus on building trust and delivering results.

Confident working on tight deadlines while maintaining high service levels with keen attention to detail.

Experience in balancing competing priorities.