Founding Customer Success Manager, SME & Growth

About This Opportunity

We are representing a confidential fintech organization that is building innovative global payment solutions. Our client is experiencing rapid growth across EMEA and needs a founding Customer Success Manager to establish and scale their SME and mid-market customer success function in London.

This is a unique opportunity to join as the first CSM hire in the region, working in a hybrid environment (3 days per week in their Fitzrovia office). You'll be instrumental in shaping how our client supports and retains their growing customer base across core payment, business account, and spend management solutions.

Responsibilities

• Build and establish the customer success function for EMEA as a founding team member
• Manage end-to-end client onboarding including pricing configuration, vendor forms, and feature validation pre-launch
• Project manage implementation of new features across your account portfolio
• Serve as the primary escalation point for support and technical issues, coordinating with sales, account management, support, billing, and technical teams
• Monitor usage metrics, SLA adherence, and failure rates; consult with clients on optimization strategies
• Develop deep product expertise to troubleshoot complex technical issues and recommend solutions
• Ensure accurate invoice generation and delivery, including custom reporting as needed
• Proactively identify potential issues and maintain transparent, timely communication with clients

What We're Looking For

• At least 5 years of experience in customer success, operations, or account management with enterprise clients
• Previous experience in fintech is advantageous
• Strong relationship-building skills with internal and external stakeholders at all levels
• Exceptional communication abilities across diverse audiences and seniority levels
• Meticulous attention to detail with a focus on error prevention
• Technical aptitude with experience delivering or troubleshooting SaaS solutions
• Payments experience is desirable
• Familiarity with tools such as Google Suite, Salesforce CRM, SQL, Looker, or Zendesk
• Right to work in the UK

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening conversation. If there's a strong match, we'll submit your application to our client with your permission. We ask that you do not contact the client directly, as we manage the introduction process to ensure the best outcome for all parties.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity. We evaluate qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.