Client Success Manager

We are looking for a proactive, analytical and commercially minded Client Success Manager to manage and support a portfolio of clients within a fast-paced FinTech environment.

The role is centred around building strong client relationships, conducting regular client check-ins and ensuring clients remain happy, engaged and well supported. Alongside the relationship-management aspect, the successful candidate will be comfortable working with data, systems, reporting and administrative processes to identify trends, resolve issues and ensure a consistently high level of service.

This is a hands-on role suited to someone who enjoys the combination of client engagement, technology, data analysis and detailed administration, while being confident enough to engage with senior stakeholders and contribute to broader commercial conversations.

Key Responsibilities

Client Success & Relationship Management

• Manage and maintain strong relationships across an assigned portfolio of clients.
• Conduct regular client check-ins to monitor satisfaction, engagement and overall account health.
• Act as a key point of contact for clients, ensuring queries and concerns are addressed effectively.
• Build trusted relationships with stakeholders across different levels of client organisations.
• Confidently engage with senior stakeholders, including HR, payroll, finance and business leaders.
• Identify potential client risks or issues proactively and work with internal teams to resolve them.
• Support client retention and long-term relationship development.

Data, Reporting & Analysis

• Work comfortably with client data, internal systems and technology platforms.
• Analyse information and reports to identify trends, inconsistencies, risks and opportunities.
• Monitor client activity and performance to identify potential issues before they escalate.
• Use data and insights to support client conversations and internal decision-making.
• Maintain a high level of accuracy when working with client and financial information.
• Translate information and data into practical recommendations or actions.

Administration & Operational Support

• Manage the day-to-day administration associated with client accounts.
• Maintain accurate and up-to-date client information across internal systems.
• Complete regular checks, follow-ups, reporting and reconciliations where required.
• Ensure outstanding client actions and queries are followed through to completion.
• Maintain high standards of organisation, attention to detail and client documentation.
• Work closely with internal teams to ensure client requirements are delivered accurately and on time.

Commercial & Cross-Functional Contribution

• Develop a strong understanding of each client’s business and how they use the platform.
• Think beyond immediate client requests and understand the broader commercial impact of decisions.
• Identify opportunities to improve client experience, engagement and processes.
• Collaborate effectively with teams such as Finance, Operations, Technical, Product and Sales.
• Challenge existing processes constructively and contribute ideas for improvement.
• Balance client requirements with the broader commercial objectives of the business.

What We’re Looking For

The successful candidate will be:

• Data and tech savvy, with the ability to confidently work across data, systems and technology.
• Strongly analytical, with the ability to interpret information, identify trends and spot potential issues.
• An experienced client/customer success or account management professional with genuine responsibility for ongoing client relationships.
• Confident engaging and communicating with senior-level stakeholders.
• Commercially minded, with an understanding of how their work impacts the wider business.
• Comfortable completing detailed and sometimes routine administrative tasks as part of managing their client portfolio.
• Highly organised with excellent attention to detail.
• A proactive problem solver who doesn’t simply escalate an issue without first investigating it.
• Curious and willing to ask questions and challenge thinking constructively.
• Collaborative and comfortable working across multiple internal teams.
• Adaptable and comfortable operating in a fast-moving, technology-led environment.

Ideal Background

Experience within one or more of the following environments would be advantageous:

• FinTech
• Payments
• Financial services technology
• Payroll technology
• HR technology
• Financial wellness / employee benefits
• B2B SaaS
• Technology platforms
• Accounting or finance software

Candidates coming from broader B2B SaaS or technology environments will also be considered where they can demonstrate strong Client Success experience, analytical capability, commercial awareness and confidence working with data and technology.