Senior Customer Success Manager

Salt Fintech are on the search for a Senior Customer Success Manager to join a growing team of professionals at a market-leading regtech business based in London. The business has a state of the art technological product designed to help clients to allow their businesses to be free from fraud, corruption and money laundering, disrupting the compliance industry through Machine Learning.

The client is of the believe that the key to future growth and success revolves around customer success and retention. Therefore, this role spans across the entire company, working with every department to ensure that every customer contact/interaction is tailored to maximise customer success.

After securing Series A in a funding round led by a well-known Fintech VC, as well as tripling their revenue each year, the business is now scaling globally into international markets.

Your responsibilities

• Ensure that an implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams
• Provide proactive support to our clients by helping them to increase adoption, improve utilisation and take responsibility for minimising churn and ensuring renewal
• Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems
• Manage relationships with senior stakeholders at our clients (e.g. banks, FinTechs, insurance companies, etc.)
• Drive cross-sell and up-sell and expanding contract revenue in conjunction with the sales/account management team
• Play a primary role in shaping the product roadmap based on customer feedback
• Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
• Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements

About you

• A true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
• Proactive self-starter that is self-directed and able to solve problems and execute independently
• Strong team spirit and able to coordinate across teams and build consensus
• Minimum of 4 years sales/customer success/account management experience, ideally from other cloud/SaaS solutions
• Good understanding of technology and familiarity with concepts such as APIs, cloud solutions a benefit

What this company offers you

• Competitive salary
• 25 days holiday
• Flexible working hours
• Company pension scheme
• Company health care plan
• Season ticket loan
• Cycle to work scheme
• Childcare vouchers

If you want to join a buzzing business filled with strong positive energy, and you have substantial experience in Customer Success from another business, then I’d love to hear from you. Please contact nkennedy@welovesalt.com for more information.

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