Customer Success Manager

Job Description

Customer Success Manager | UK | RegTech / Enterprise SaaS | 12 Month FTC

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I'm partnering with a fast-growing SaaS business that is trusted by some of the world's largest financial institutions to help navigate complex regulatory and compliance challenges.

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Their platform is used by global banks, insurers and financial services organisations to transform regulatory change into actionable intelligence, helping teams manage risk, compliance and governance more effectively.

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As they continue to support a growing enterprise client base, they're looking for an experienced Customer Success Manager to take ownership of a portfolio of strategic accounts and ensure customers maximise value from the platform.

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You'll become a trusted advisor to senior stakeholders across Compliance, Risk, Legal and Technology functions, driving adoption, engagement, retention and long-term customer success.

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Responsibilities

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• Manage and develop relationships with enterprise financial services clients

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• Act as the primary point of contact and trusted advisor for your customer portfolio

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• Drive product adoption, utilisation and customer engagement across users and stakeholders

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• Lead regular business reviews, success planning sessions and customer check-ins

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• Deliver training, enablement and best-practice guidance to maximise platform value

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• Define and track customer success metrics and demonstrate measurable ROI

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• Monitor customer health and proactively address risks to retention

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• Own renewal strategy and execution across your account portfolio

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• Identify upsell and cross-sell opportunities in partnership with Sales and Account Management

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• Collaborate closely with Product, Support, Professional Services and Marketing teams

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• Gather customer feedback and act as the internal voice of the customer

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• Maintain accurate CRM data, account plans and stakeholder mapping

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Skills & Experience

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• 5+ years' experience in Customer Success, Strategic Account Management or Client Success

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• Strong background working within B2B SaaS environments

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• Experience managing enterprise-level customer relationships

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• Exposure to banking, financial services, compliance, risk or regulatory environments

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• Proven track record of driving customer adoption, retention and renewals

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• Excellent stakeholder management skills, including senior executive engagement

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• Commercial mindset with experience identifying expansion opportunities

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• Strong organisational and project management capabilities

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• Ability to manage multiple accounts and competing priorities simultaneously

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• Experience leveraging AI tools to improve productivity and customer outcomes is advantageous

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If you're a customer-centric SaaS professional with experience supporting enterprise clients in regulated industries and enjoy building strategic relationships that drive measurable business value, I'd love to hear from you.

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Caroline Van Zyl

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