Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
Maintain a deep understanding of our solutions, client base, and best practices
Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
Educate clients on business value of solutions and application of best practices
Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity
Assess customer health by monitoring product usage, reported issues, and other success metrics
Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points
Identify trends and relay feedback internally to appropriately address underlying issues
Provide clients full transparency on status of issues / requests from submission through resolution
Actively participate in the customer life cycle process, from prospect to renewal
Participate in CSM programme development and improvement activities
Facilitate customer account changes, product set up and billing research/corrections
Work with Sales and other Learning & Development teams to facilitate customer training as needed

Strong experience in a Customer Success, Account Management, or other Client-Facing role
Bachelor’s degree (or higher) required, or the equivalent years of industry experience
Ability to troubleshoot and solve business and basic technical problems
Requirement for a foundational understanding of banking regulations (e.g., GDPR, FCA guidelines)
Ability to effectively manage daily client communications, including escalations and problem management situations
Must be able to work autonomously and collaborate as part of a team
Change moves slowly in financial institutions due to necessary risk and compliance checks, requiring exceptional patience and project management skills
Ability to travel occasionally (up to 25% of the time)

contributory pension
life cover
income protection
healthcare
enhanced maternity and sick pay
26 days holiday and a day off for your birthday
ability to buy and sell holiday
free credit checks
flexible benefits including cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts
personal development support with a range of learning options including global online learning platform
support for Inclusion and Diversity, Wellbeing and Employee Engagement forums

Principal Customer Success Manager

Key skills