We’re on a mission to make pensions simple, accessible, and genuinely engaging — helping everyone save enough to be comfortable later in life.
There’s over a trillion pounds sitting in UK pensions, yet the industry is dominated by outdated products and poor customer experiences. Penfold is changing that. We’re dragging pensions into the modern era with technology that demystifies saving and delivers real value to savers and the businesses that support them.
We’re a focused team of ~50 across London and Tallinn, backed by leading FinTech investors. Today, we manage over £1bn in pension assets for 100,000+ savers and thousands of businesses — and we’re growing fast.
As we scale, we’re strengthening our Customer team with a Client Success Manager focused on retention, growth, and long-term customer advocacy.
The Role
As a Client Success Manager, you’ll own a portfolio of employer accounts, ensuring they achieve meaningful value from Penfold.
Your mission: protect and grow revenue by driving adoption, building strong relationships, and turning customers into long-term advocates.
This is not a reactive support role. You’ll proactively identify retention risks, unlock expansion opportunities, and build multi-threaded relationships across HR, Finance, Operations, and People teams.
If you believe retention is revenue and Customer Success is a growth engine — you’ll love this role.
What You’ll Be Doing
- Own a portfolio with clear retention and growth targets
- Identify early warning signs and mitigate churn risk
- Build structured account plans
- Partner cross-functionally to resolve issues early
- Increase employee engagement, contributions & consolidations
- Partner with Sales on expansion opportunities
- Treat every account as a growth opportunity
- Run structured QBRs focused on outcomes & ROI
- Deliver training and education sessions
- Position Penfold as a strategic partner
Build champions & relationships
- Develop multi-threaded stakeholder relationships
- Create executive alignment where appropriate
Own the feedback loop
- Act as the voice of the customer
- Surface structured insights to Product & Ops
Create advocates
- Build a bench of referenceable customers
- Support Sales with references & introductions
- Share insights with the wider business
Must-Haves
- Experience in Customer Success, Account Management, or similar
- Proven track record of retaining & growing accounts
- Experience running QBRs / value reviews
- Highly organised with strong CRM discipline
Nice to Have
- Experience in pensions, fintech, payroll, or benefits
- Exposure to revenue targets
- Experience building advocacy programmes
What Success Looks Like
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