Customer Success Manager

Role Overview

The Customer Success Manager is the single operational owner for the customer from the final stages of solution shaping through implementation, go-live, adoption, and ongoing service. The role ensures that FintechOS delivers the outcomes it has committed to, with clear ownership, proactive communication, respectful collaboration, and predictable execution.

What You Will Do

The Customer Success Manager owns the end-to-end customer success plan, covering committed outcomes, implementation, go-live, adoption, live service, and future priorities. They represent the senior leadership in Steering Committees and customer-facing forums, and establish proportionate customer governance.

Why It Might Be a Fit

The ideal candidate is customer-first and outcome-driven, with a strong sense of personal accountability, direct, clear, and respectful communication skills, and the ability to influence cross-functional teams and drive decisions without relying on hierarchical authority.

Requirements

• Proven accountability for complex enterprise software implementations, customer transformations, or managed-service engagements.
• Experience working with banks, insurers, or other regulated financial-services organisations.
• Strong understanding of software delivery across solution design, configuration, integration, testing, go-live, and support.
• Demonstrated ability to recover troubled programmes and manage senior customer escalations.
• Ability to operate credibly with senior business and technology stakeholders, including CIO, COO, and business leaders.
• Commercial awareness, including scope control, services economics, delivery budgets, and margin implications.
• Excellent written and verbal communication, governance, and executive presentation skills.
• Ability to influence cross-functional teams and drive decisions without relying on hierarchical authority.

Benefits

• Competitive salary
• Bonus/commission
• Equity
• Healthcare
• Dental insurance
• Vision insurance
• PTO
• Retirement plan
• Learning budget
• Parental leave
• Wellness program
• Visa/relocation support
• Remote flexibility
• Stipends
• Paid holidays