FINBOURNE Technology

Customer Success Manager

FINBOURNE Technology

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Own the ongoing relationship with a portfolio of customers post-implementation
  • Develop a deep understanding of each customer’s business objectives, use cases, and success criteria
  • Drive platform adoption and ensure customers are realising measurable value from Finbourne
  • Act as a strategic partner, helping customers align Finbourne’s capabilities to their evolving needs
  • Define and monitor customer health metrics, adoption indicators, and risk signals
  • Proactively identify and address risks to customer satisfaction, renewal, or expansion
  • Lead regular customer check-ins, reviews, and success planning sessions
  • Own renewals and identify value-led expansion opportunities and signals through usage patterns, operational pain points and business outcomes
  • Work closely with Implementation and Delivery Managers to ensure a smooth transition to BAU
  • Partner with Customer Support to resolve issues efficiently and communicate trends back to the business
  • Provide structured feedback to Product and Engineering based on customer insights and usage patterns
  • Align with Sales on customer expectations, success outcomes, and growth opportunities
  • Help define Customer Success processes, playbooks, and best practices
  • Contribute to the development of success metrics, reporting, and tooling
  • Act as a voice of the customer internally, helping shape Finbourne’s customer-centric culture
  • Support the evolution of the function as Finbourne scales

Requirements

  • Experience in Customer Success, Account Management, Consulting, or similar client-facing roles
  • Background in B2B SaaS, fintech, financial services, or complex enterprise software environments
  • Experience managing long-term customer relationships and driving adoption post-go-live
  • Strong stakeholder management skills, including engagement with senior and technical client contacts
  • Ability to translate complex products into clear value for customers
  • Structured, proactive, and outcome-oriented approach to customer management
  • Excellent communication and problem-solving skills
  • Collaborative mindset with the confidence to challenge constructively
  • Interest in building and shaping new functions, not just operating within existing ones
Benefits
  • A competitive health insurance policy that disregards previous medical history. This also includes dental, optical, mental health support and comprehensive cancer cover.
  • Cycle to work scheme and Gym discounts: Buy a bike and cycling accessories out of your pre-tax salary and spread the cost over 12 months, as well huge discounts off Hussle, KOBOX and Nuffield Health gyms.
  • We have a mature attitude towards hybrid working. Whether you’re a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we’re committed to helping you be productive and work in a way that is best for you.
  • External training and accreditations are supported, as well internal training and development programs.
  • Paid maternity, paternity and adoption leave, which includes 13 weeks full pay for maternity and adoption leave and 6 weeks full pay for paternity leave.
  • 25 days holiday plus bank holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
stakeholder managementcommunicationproblem-solvingcollaborationproactive approachoutcome-orientedcustomer relationship managementstrategic partnershipcustomer success processesfeedback provision