Location: London (in office mainly, with regular on-site customer visits across the UK)
Reports to: Founders
Team: Customer success
Type: Full-time, Senior Role
Customer Success Manager
About Ontik
Ontik is an ambitious, early-stage B2B financial operations platform designed to streamline and simplify complex financial workflows for heavy duty industries. We’re scaling rapidly and looking for top‑tier engineers to join our team. You’ll have the chance to work in a high‑performance, ownership‑driven environment, where you can make a direct impact on the product and help shape its future.
The Role
We’re looking for a Customer Success Manager who’s an executer first and foremost — someone who loves being close to customers, building trust on site, and delivering real results before scaling the playbook.
This is a hands‑on senior role. You’ll be in‑branch with merchants, sitting alongside credit controllers, understanding how they work, and helping them succeed with Ontik day to day. You’ll use those experiences to shape our onboarding, adoption, and retention strategy, then build the team and processes around it.
You’ll lead from the front — rolling up your sleeves, solving problems in real time, and ensuring that every customer sees measurable outcomes from Ontik.
Key Responsibilities
Hands‑On Customer Execution
- Spend time on site with customers, building relationships and understanding their workflows.
- Personally oversee key merchant onboarding and adoption phases — ensuring smooth integrations and quick time‑to‑value.
- Act as the face of Ontik for our customers: lead QBRs, training sessions, and support escalations where needed.
- Build deep relationships with credit controllers, finance directors, and business owners — becoming a trusted advisor, not just a vendor.
- Capture feedback directly from the field and translate it into clear product and process improvements.
Strategy & Leadership
- Define and own Ontik’s Customer Success strategy to drive retention, expansion, and advocacy.
- Build and lead a high‑performing CS team focused on execution, relationship‑building, and measurable outcomes.
- Establish clear metrics (NRR, GRR, time‑to‑value, adoption rates) and ensure they’re owned by the team.
- Create segmentation and engagement models tailored to different merchant profiles.
- Lead by example — set the tone for a customer‑first, action‑oriented culture.
Customer Lifecycle Management
- Oversee the full customer journey from onboarding through renewal and expansion.
- Develop scalable playbooks for adoption, renewals, and growth — grounded in real customer experience.
- Identify at‑risk accounts early and deploy hands‑on interventions to turn them around.
- Build advocacy programs with customers willing to champion Ontik through case studies and referrals.
- Work closely with Product to influence roadmap priorities based on real usage insights.
Process, Tools & Collaboration
- Implement the systems and processes needed to scale Customer Success efficiently as we grow.
- Build feedback loops across Sales, Product, and Marketing to ensure alignment around customer value.
- Create reporting dashboards for leadership to monitor health scores, churn risk, and expansion opportunities.
- Lead regular internal reviews to surface learnings and improve consistency across the customer base.
What You’ll Bring
- 5 years + experience in Customer Success, Account Management, or similar roles within SaaS or fintech.
- Proven record of being in front of customers — building relationships, managing rollouts, and driving measurable success.
- Experience leading and scaling CS teams, ideally across onboarding, adoption, and renewals.
- Strong commercial acumen with comfort owning revenue‑related metrics (retention, NRR, expansion).
- A builder mindset: thrives in fast‑moving environments and loves turning process gaps into scalable systems.
- Excellent communication and presentation skills — equally confident in a merchant’s branch or a boardroom.
- Deep empathy for customers and a genuine interest in how their businesses run.
- Experience with ERP‑integrated software or payment automation tools is a plus.
Why Join Ontik
- At Ontik, we embrace a high‑performance, ownership‑driven culture where every team member plays a critical role in our success. We move quickly, take responsibility for our work, and continually strive for excellence. As a Customer Success Manager, you’ll have the opportunity to take ownership of our customer success function, work with brilliant colleagues, and make a tangible impact on the future of our platform. If you’re ready to solve challenging problems, build innovative solutions, and contribute to a fast‑growing startup, Ontik is the place for you.
Sound exciting?
If you’re excited to help define the future of financial operations with a world‑class product, Chris, our Co‑Founder, would love to chat: chris.smith@ontik.io
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