Customer Success Manager

Customer Success Manager

I’m supporting a leading UK financial services customer who are wanting a Customer Success Manager to join them within the next 2-4 weeks. If the below is aligned to you then please reach out right away & apply.

Role Overview

• Senior-level Customer Success Manager / Account Management position with a strong client-facing focus
• Approx. 70% Customer Success / 30% Account Management
• Heavily relationship-led, retention-focused role managing large enterprise clients
• Acts as the main face of Customer Success, owning key client relationships and outcomes

Client Portfolio & Scope

Manage a portfolio of ~20-25 clients, with a core focus on:

• 10-20 key strategic accounts
• Highly hands‑on role with responsibility for:
  • Renewals and retention
  • Managing challenges and difficult conversations
  • Delivering commercial outcomes
  • Regular on‑site client engagement with travel across:
    • London
    • Manchester
    • Birmingham
    • Solihull

Key Responsibilities

• Build strong, trusted relationships at C-level / senior client stakeholders
• Lead client meetings, reviews, and renewal discussions
• Confidently manage complex situations and deliver difficult messages
• Work closely with:
  • Product Management
  • Engineering
  • Technical delivery teams (non‑technical role, but requires strong commercial/engagement skills)

Team & Structure

• Reports into senior leadership
• Works alongside senior stakeholders
• Collaborative, commercially driven environment with shared P&L ownership mindset
• Strong emphasis on retention as the core driver of the business

Candidate Profile

• Senior, confident client‑facing individual who can:
  • Control a room and engage at C-level
  • Handle high‑value, complex accounts
  • Drive retention and commercial conversations
  • Not technical, but able to collaborate effectively with technical teams
  • Strong presence, credibility, and relationship management skills essential

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