Senior Customer Success Manager
New
M
My Money MattersFinancial Wellbeing
UK-based applicants onlyFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisAccount ManagementCustomer SuccessSaaS
Requirements
- Experience in Customer Success, Account Management, or a similar commercial customer-facing role.
- Proven ability to manage a scaled or digital-first portfolio.
- Strong commercial awareness with the ability to spot and support growth opportunities.
- Experience improving Customer Success processes or operational frameworks.
- Hands-on experience with CS platforms for health scoring, engagement, and automation.
- Strong analytical skills.
- Clear, confident communication skills.
- Experience working with public sector organizations is a plus.
- Exposure to financial wellbeing, employee benefits, SaaS, or payroll industries is a plus.
- Experience within a scaling Customer Success environment is preferred.
Responsibilities
- Own and develop a portfolio of Tier 3 partner accounts through a scalable, digital-first engagement model.
- Drive retention and renewals while monitoring customer health data to identify risks and growth opportunities.
- Design and deliver outreach cadences, engagement journeys, and feedback programs like NPS and CSAT.
- Identify and support commercial growth opportunities within existing accounts.
- Improve Customer Success processes, playbooks, reporting, and tooling, including automation and health scoring.
- Act as the internal expert on Customer Success tooling and support lifecycle optimization.
- Support escalations and complex customer conversations while coaching team members.
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