The Customer Success Manager will oversee onboarding, support, and engagement processes, ensuring a positive customer journey and effective use of the platform.
Are you passionate about delivering exceptional customer experiences and owning end-to-end client support operations? We’re looking for a proactive and customer-centric Customer Success Manager to lead onboarding, support, and ongoing success for our behavioural finance engagement platform.
In this pivotal role, you will manage the full user lifecycle—from onboarding and initial training to long-term care and customer engagement. You'll take ownership of our Help Centre and support channels, ensuring every client interaction is clear, timely, and value-driven. As a member of the product team, you will also help shape the roadmap by championing user feedback and satisfaction.
Key Responsibilities
- Manage the entire customer journey, including onboarding, initial training, and ongoing support.
- Take ownership of customer onboarding post-sales; sending welcome emails, providing login details, user guides, and essential training resources.
- Provide training sessions to new users, ensuring they are well-equipped to navigate and use the platform effectively.
- Configure new customer accounts, including site provisioning, feature configuration, and customisation.
- Understand customer use cases and help them get the most value from our platform.
- Triage and resolve incoming support tickets, managing communications and escalating issues when necessary.
- Independently follow predefined workflows to deliver services to customers and identify refinements to those workflows where possible.
- Proactively identify potential bottlenecks in resolution and ensure timely, transparent updates to clients.
- Create and maintain support content—FAQs, how-to articles, and walkthrough videos–to streamline client assistance.
- Collaborate closely with the Product and Development teams to share user feedback and improve UX based on recurring issues.
- Contribute to testing product updates before release and collecting feedback after release.
What We’re Looking For
- A clear and confident communicator, especially in writing—comfortable producing help content and guides.
- Experience working with ticketing systems, particularly HubSpot and Jira.
- Demonstrated proficiency in Microsoft Excel, with expertise in the use of formulas.
- A strong understanding of B2B customer needs, ideally within a regulated industry.
- Comfortable working in cross-functional and distributed teams across various time zones.
- A client-first mindset and the ability to communicate with users from diverse professional backgrounds.
- A self-starter who thrives in fast-paced environments—ready to build and lead a global support function in the future.
Top Skills
Hubspot
JIRA
Excel
Oxford Risk London, England Office
Print Rooms, 164-180 Union Street, London, United Kingdom, SE1 0LH
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