Customer Success Manager (Enterprise Software)

About Financial Cloud

We are a team of passionate innovators building technology that enhances consumer experience in financial services. We hate clunky online portals, inefficient customer service processes, and the time it seems to take to get anything done in financial services.

That’s why we created Financial Cloud, a Financial CRM built to empower businesses to deliver seamless, intuitive, and efficient interactions—whether for consumers managing their accounts, call centre agents providing support or back-office staff delivering results.

Join us in shaping the future of financial services with intelligent, impactful technology.

Role Overview

As a Customer Success Manager (CSM) at Financial Cloud, you will be responsible for ensuring our customers derive maximum value from the platform—effectively onboarding, adopting best practices, and continually expanding their use of our services. You will act as a strategic advisor and a customer advocate, guiding high-profile and enterprise-level clients toward achieving desired business outcomes. Additionally, you will collaborate closely with our product team to help standardise and optimise the product.

Key ResponsibilitiesOnboarding and Implementation

• Coordinate new customer onboarding, including data migration, system configuration, and initial account setup.
• Work alongside cross-functional teams (technical, product, implementation) to ensure seamless deployments and address any adoption challenges early.
• Create and maintain project plans, deadlines, and milestones for customer implementations.

Training and Enablement

• Conduct product demos, training sessions, and workshops, highlighting best practices and key features for various user groups.
• Contribute to developing self-service educational resources such as knowledge bases, webinars, and help articles.
• Tailor training materials and sessions to each customer’s unique use cases and organisational goals.

Technical Relationship Management

• Serve as the primary point of contact and advocate for assigned customers, handling escalations and ensuring timely issue resolution.
• Monitor platform usage and performance to proactively identify and address challenges or underutilised features.
• Communicate product updates, new releases, and enhancements to customers; gather and channel feedback to relevant teams.

Cross-Functional Collaboration

• Work closely with Sales, Product, Support, and Marketing teams to share customer insights and feedback.
• Coordinate with Support to resolve complex or time-sensitive issues, especially for key enterprise accounts.
• Collaborate with the product team to standardise product configurations, optimise features, and prioritise platform improvements.

Strategic Guidance and Consultation

• Conduct regular business reviews with executive sponsors and key stakeholders to evaluate ROI, usage trends, and future objectives.
• Provide data-driven recommendations on how customers can leverage the CRM to meet evolving business needs and stay ahead of industry best practices.
• Identify opportunities for expansion within the client’s environment—whether through additional modules, feature add-ons, or professional services.

Qualifications and RequirementsEducation: Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience).

Experience:

• 3–5 years’ experience in a Customer Success, or related customer-facing role, ideally within an enterprise SaaS environment.
• Proven track record of managing enterprise-level CRM or software implementations.

Technical Skills:

• Solid understanding of CRM systems, data management, and SaaS technologies.
• Experience with project management tools and methodologies.
• Ability to quickly learn and effectively communicate complex technical concepts.

Soft Skills:

• Exceptional communication and presentation skills; comfortable speaking with both technical and executive-level audiences.
• Strong problem-solving abilities with a proactive and resourceful mindset.
• Relationship-building and stakeholder management expertise.
• Analytical and data-driven; able to interpret usage metrics to inform strategic decisions.

Collaboration and Leadership:

• Demonstrated experience working cross-functionally—particularly with product, support, and technical teams.
• Ability to influence without direct authority and align teams toward shared objectives.
• Experience collaborating with product-focused stakeholders (e.g., configuration architects, product managers) to drive improvements and standardisations.

What We OfferCompetitive Compensation and Benefits

• Competitive Salary
• 28 days holiday + 2 days per year of service unlimited
• Private Health Care
• Private Dental Care
• Life Insurance
• Choose your equipment
• Flexi-time
• Remote Working

Professional Growth and Development

• Opportunity to shape the evolution of a market-leading CRM platform.
• Ongoing training, certifications, and career development pathways.

Collaborative Culture

• Work in a diverse, inclusive environment where innovation and customer success are top priorities.
• Regular team-building events, a supportive leadership team, and innovative, industry-leading clients.