Customer Success Manager

About the role

The Customer Success Manager is the operational owner for FintechOS customers from the final stages of solution shaping through implementation, go‑live, adoption and ongoing service. The role drives the customer success plan, makes decisions, resolves issues and ensures agreed outcomes are delivered.

Key responsibilities

• Own the end‑to‑end customer success plan, translating contractual commitments into outcome‑based milestones with clear owners.
• Lead implementation and upgrades, set priorities, remove blockers and ensure delivery against scope, budget and quality expectations.
• Establish governance structures such as steering committees and operational reviews, providing concise evidence‑based reporting.
• Manage the transition from implementation to live support, prioritise incidents, communicate during service issues and drive root‑cause remediation.
• Track adoption, usage and benefit‑realisation, lead value reviews and identify expansion opportunities for renewals.

Required profile

• Proven accountability for complex enterprise software implementations or managed‑service engagements.
• Experience working with banks, insurers or other regulated financial‑services organisations.
• Strong understanding of software delivery across design, configuration, integration, testing, go‑live and support.
• Demonstrated ability to recover troubled programmes and manage senior customer escalations.
• Excellent written and verbal communication, governance and executive presentation skills.

Required skills

• Commercial awareness of scope control, service economics, delivery budgets and margin implications.
• Ability to influence cross‑functional teams and drive decisions without hierarchical authority.