Customer Success Manager

Seccl

Customer Success Manager at Seccl managing customer relationships and portfolios. Responsible for escalation, communication, and operational improvements to enhance customer experience.

Posted 7/6/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £50,000 - £65,000 per yearWebsite

About the role

Key responsibilities & impact

Managing a portfolio of assigned customer firms, making sure they feel informed, supported and set up to succeed
Owning operational relationships with key firm teams, building trust and understanding how each firm works
Leading escalations with confidence, investigating complex issues and keeping communication clear across customers and internal teams
Digging into systems, data and workflows to understand root causes and support the right fix
Acting as the bridge between customer firms and internal teams, helping everyone stay aligned on the right priorities
Identifying opportunities to improve how firms use our UI, tools and processes, including training, workshops and self-service support
Monitoring customer health, sentiment, support tickets and recurring issues to spot risks early and drive action
Reviewing operational workflows, sharing best practice and suggesting smarter ways of working

Requirements

What you’ll need

Solid knowledge of fintech or adviser platforms and understand operational processes in financial services
Comfortable with technical detail, including systems, APIs, integrations, data and operational workflows
Confident handling escalations and thrive on solving complex problems
Can turn patterns, trends and raw data into clear insights and practical recommendations
Build strong relationships and can lead open, sometimes challenging conversations with customers and stakeholders
Highly collaborative and enjoy working across different teams to get things done
Curious, proactive and always looking for ways to improve the customer experience
Comfortable balancing multiple customer firms, priorities and moving parts at once

Benefits

Comp & perks

27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave
Two volunteering days per year
Option to work abroad for up to six weeks a year
Secclbrate - our recognition programme that offers a mix of flexible rewards including extra pay, additional holiday and increased learning budget
Length of service award – one month paid sabbatical at eight years
6% employer pension contribution, and life assurance
Private medical insurance with AXA Health
Enhanced Parental leave
MacBook and up to £500 home office set up budget
£750 per person learning budget
Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace
Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy
Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts
Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

APIsIntegrationsOperational WorkflowsData InsightsSystems Understanding

Soft Skills

Relationship BuildingProblem SolvingCollaborationProactivityCommunication