Customer Success Manager

Role Summary

As Finbourne continues to scale, we are creating a dedicated Customer Success function to complement our existing onboarding, implementation, and customer support teams. This role will play a key part in ensuring customers achieve long-term value from the Finbourne platform and grow with us over time.

We are hiring a Customer Success Manager to help establish and shape Finbourne's Customer Success capability. This is a new role and an opportunity to influence how Finbourne partners with customers beyond go-live, ensuring successful adoption, value realisation, and long-term retention.

You will act as a trusted advisor to customers, owning the post-implementation relationship and working closely with Product, Implementation, and Support teams to deliver an excellent end-to-end customer experience.

Key Responsibilities

Customer Relationship & Value Management

• Own the ongoing relationship with a portfolio of customers post-implementation
• Develop a deep understanding of each customer's business objectives, use cases, and success criteria
• Drive platform adoption and ensure customers are realising measurable value from Finbourne
• Act as a strategic partner, helping customers align Finbourne's capabilities to their evolving needs

Adoption, Health & Retention

• Define and monitor customer health metrics, adoption indicators, and risk signals
• Proactively identify and address risks to customer satisfaction, renewal, or expansion
• Lead regular customer check-ins, reviews, and success planning sessions
• Own renewals and identify value-led expansion opportunities and signals through usage patterns, operational pain points and business outcome

Cross-Functional Collaboration

• Work closely with Implementation and Delivery Managers to ensure a smooth transition to BAU
• Partner with Customer Support to resolve issues efficiently and communicate trends back to the business
• Provide structured feedback to Product and Engineering based on customer insights and usage patterns
• Align with Sales on customer expectations, success outcomes, and growth opportunities

Building the Customer Success Function

• Help define Customer Success processes, playbooks, and best practices
• Contribute to the development of success metrics, reporting, and tooling
• Act as a voice of the customer internally, helping shape Finbourne's customer-centric culture
• Support the evolution of the function as Finbourne scales

Skills and Experience

Experience

• Experience in Customer Success, Account Management, Consulting, or similar client-facing roles
• Background in B2B SaaS, fintech, financial services, or complex enterprise software environments
• Experience managing long-term customer relationships and driving adoption post-go-live
• Comfortable working in a fast-growing, evolving organisation where processes are still being defined

Skills

• Strong stakeholder management skills, including engagement with senior and technical client contacts
• Ability to translate complex products into clear value for customers
• Structured, proactive, and outcome-oriented approach to customer management
• Excellent communication and problem-solving skills
• Collaborative mindset with the confidence to challenge constructively

• Interest in building and shaping new functions, not just operating within existing ones

Just some of our benefits

• Competitive salary plus performance based bonus.
• Competitive private medical insurance which includes health, dental, vision and life insurance
• A 401(K) retirement savings plan
• Holiday: 20 days holiday plus public holidays and the option to purchase an additional 5 days annual leave
• Hybrid working: We have a mature attitude towards hybrid working. Whether you're a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we're committed to helping you be productive and work in a way that is best for you.
• Professional learning and development: External training and accreditations are supported, as well internal training and development programs.

About FINBOURNE

We are a young, dynamic financial technology company aiming to re-engineer the world of investing to make it clearer, faster and more cost effective for everyone.

At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidence-based solutions. We respect your independent thought, your intellectual curiosity and your opinion.

Our solution is open, API first and developer friendly - a true first for the asset management industry. You can see what our team is busy building on Github.

For more information about us please visit our website.

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