Customer Success Lead (UK fintech)

THE OPPORTUNITY

You’ll take ownership of a defined portfolio of Sphere’s long-standing strategic accounts, building the strategy on how we get the most from them, partnering with clients to help them get the greatest value from our platform.  Your mission is to ensure Sphere becomes a trusted and essential part of their technology strategy: fully adopted, deeply embedded, and recognised for delivering real impact.

You’ll be our first Customer Succes hire, so we will be looking to you, to set the functional foundations, and to build strong relationships with senior external stakeholders helping them understand how our technology supports their goals.  You’ll coordinate internally to drive adoption, solve challenges collaboratively, and ensure every user experiences measurable value.

WHAT WE’RE LOOKING FOR IN YOU

• Act as the trusted advisor and main point of contact for your portfolio of strategic accounts, building trusted relationships with internal stakeholders across data, technology, and business operations.
• Map the organisation’s relevant functions and stakeholders (especially within under-engaged departments) and develop engagement plans that strengthen relationships and raise awareness of Sphere’s value.
• Monitor and increase product utilisation: analyse login data, feature adoption, usage trends, and engagement across functions and teams.
• Plan and deliver client-facing activity including training on new features, roadshows (onsite and virtual), QBRs, user forums, and executive briefings.
• Collaborate closely with internal teams (Trading Solutions, Pre-Sales, Integrations, Product) to ensure seamless support, onboarding of new user groups and functions, and removal of blockers to adoption.
• Maintain a detailed account health dashboard in HubSpot (or equivalent CRM) covering usage metrics, stakeholder maps, risk indicators, sentiment, and next steps.
• Advocate for the customer inside Sphere: gather feedback, surface user needs, and collaborate with the product team to ensure our platform continues to meet user requirements and deliver impact.
• Identify early warning signs of disengagement or under-utilisation and work collaboratively with clients and internal teams to re-engage users and maximise value.

YOUR SKILLS & EXPERIENCE

• A demonstrable strategic mindset that can help us build out a successful function from scratch
• Our product isn’t simple in its structure, so we need someone who has previous been able to get under the skin of a product in a CS role and really show a strong understanding of how it works, and articulate its benefits to clients
• Our clients have the highest of expectations, so while we don’t require you to have had experience within the financial markets, you need to be more than comfortable facing off to a range of C-suite leaders within large global orgs
• Demonstrated capability to drive user adoption, engagement, and utilisation of software platforms, especially in multi-department client environments
• Strong stakeholder management and relationship-building skills, comfortable engaging senior leaders across technology, data, and business units
• Excellent delivery skills: training sessions, roadshows, QBRs, and presentations, both virtual and in person
• Analytical mindset, able to interpret usage and engagement data, build dashboards or scorecards, and identify risks and opportunities.
• Proficiency with CRM (HubSpot preferred) and tools such as LinkedIn Sales Navigator and ZoomInfo (or equivalent)
• Willingness and ability to travel for client meetings, workshops, and in-person engagements

WHY JOIN SPHERE

• Innovative Impact: We are fundamentally transforming the commodities trading landscape. By joining Sphere, you will work with cutting-edge technologies and collaborate with some of the largest commodity trading firms globally.
• Career Growth: Experience exponential growth and be part of an organization where your contributions are visible and impactful.
• Competitive Package: Benefit from a competitive remuneration package, including participation in the firm’s equity through our HMRC-approved EMI employee options scheme in a rapidly growing, high-potential business.
• Professional Development: Gain access to continuous learning opportunities and professional development programs tailored to your career growth.
• Flexible Work Environment: Enjoy a flexible working environment that promotes a healthy work-life balance.
• Company Culture: Be part of a supportive and innovative company culture that values diversity, inclusivity, and teamwork.

Here at Sphere, we believe that diversity drives innovation and excellence. We’re proud to be an equal opportunities employer and are committed to fostering a workplace where everyone feels respected, supported, and empowered to be their authentic selves.  All qualified applicants will be considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.