➡️ Job reference code: GWM95

Company Overview

🦄 Job Title: Customer Success Manager

📚 Industry: AI / FinTech

📈 Funding Journey: Venture backed

👩 No of Employees: 25-30

📍 Locations: Remote

📣 Summary: Our client is an innovative AI-powered SaaS business transforming the way financial professionals access and analyse private market data. Their platform enables investors, advisors, corporate finance teams and business leaders to make faster, more informed decisions through intelligent market insights and workflow automation. Following strong commercial growth, they're looking to hire their first Customer Success Manager to build and scale their customer success function.

Job Summary

This is a unique opportunity to become the first Customer Success Manager within a fast-growing SaaS business. Reporting directly to the founders, you'll take ownership of the entire post-sale customer journey, ensuring customers achieve maximum value from the platform while driving commercial outcomes through renewals, account growth and customer advocacy.

This is a commercially focused Customer Success role rather than a traditional support function. You'll be responsible for managing strategic customer relationships, leading onboarding and adoption, identifying expansion opportunities, and owning the renewal process across your portfolio.

As the business scales, you'll also build the foundations of the Customer Success function, developing processes, playbooks, customer health metrics and best practices that will support long-term growth.

Working cross-functionally with Sales, Product and Leadership, you'll become the voice of the customer internally, helping shape product direction while ensuring customers remain engaged, successful and retained.

Key responsibilities include:

• Own the customer lifecycle from onboarding through to renewal.

• Deliver an exceptional onboarding experience and reduce time-to-value.

• Build trusted relationships with key customer stakeholders.

• Drive product adoption and customer engagement through regular reviews and success planning.

• Identify and close expansion opportunities including additional users, teams and product adoption.

• Own commercial renewals and contribute towards Net Revenue Retention (NRR) targets.

• Proactively manage customer health, identifying risks before they impact retention.

• Gather customer feedback and work closely with Product to influence future development.

• Build scalable Customer Success processes, documentation and reporting.

• Establish the foundations of a best-in-class Customer Success function as the business grows.

Experience Required

• 3+ years' experience in Customer Success, Account Management or Customer Growth within B2B SaaS.

• Demonstrable experience managing renewals and driving expansion revenue.

• Strong commercial mindset with experience owning customer relationships.

• Excellent communication and stakeholder management skills, including executive-level engagement.

• Comfortable working in a fast-paced startup or scale-up environment.

• Experience building processes or working as an early Customer Success hire is highly desirable.

• Experience within fintech, financial data, investment technology or AI software would be advantageous.

• Self-motivated, proactive and excited by the opportunity to build a function from the ground up.

The Application Process

• Initial introductory conversation with the recruitment team.

• First-stage interview with the founders.

• Final interview including a short customer success/commercial case study.

• Offer and onboarding.

How to Apply

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