Founding Customer Success Manager, SME & Growth

Overview

As a Customer Success Manager in EMEA, you will lead onboarding, activation and ongoing success for SME/Mid Market clients. You’ll work cross-functionally with sales, solutions engineering, and operations to implement features, manage go-live and resolve issues. You’ll be a technology-minded fintech advocate focused on delivering exceptional customer experiences and driving adoption. This role offers impact in a fast-growth environment with a mission to revolutionize global banking for businesses.

Pay / Benefits

• hybrid work environment
• London office 3 days/week
• growth opportunities in a fast-growing fintech
• collaboration with global teams
• equal opportunity employer

Responsibilities

• Founding member of the CSM team in EMEA to help build out the function
• Manage onboarding steps, including pricing configuration and vendor onboarding forms, and pre-launch feature validation
• Project manage feature implementations across assigned accounts
• Serve as escalation point for technical or support issues, coordinating with Sales, AM, Support, Billing and technical teams
• Monitor usage, SLA adherence and failure rates; advise on improvements with the account manager
• Develop product expertise to diagnose issues and identify resolution paths
• Ensure client invoices are generated and delivered, with necessary reporting
• Maintain best-in-class customer experience through proactive issue identification and timely communication

Key requirements

• Minimum 5 years in customer success, operations or account management with enterprise clients (fintech experience advantageous)
• Strong relationship-building abilities
• Exceptional communication across diverse stakeholders
• Detail-oriented with focus on preventing downstream issues
• Technically minded with experience delivering/troubleshooting SaaS or technical solutions
• Payments experience desirable
• Experience using Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk

• relationship-building
• exceptional communication
• collaboration
• SaaS delivery/troubleshooting
• payments domain knowledge
• familiarity with Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk

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