Customer Success Manager

Role purpose

The Customer Success Manager is the single operational owner for the customer from the final stages of solution shaping (in presales) 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.

This is not a passive coordination or reporting role. The CSM leads the customer success plan, drives decisions and issue resolution across FintechOS and the customer, and remains accountable until the agreed outcome is achieved. The Account Partner owns the overall commercial relationship; the CSM owns operational success.

What success looks like

• Customers know who owns the outcome and receive clear, timely answers without navigating FintechOS internally.
• Implementations and upgrades achieve agreed milestones, budgets and quality expectations.
• Risks are identified early, communicated openly and resolved through practical recovery plans.
• Live solutions remain stable, support issues are progressed to resolution and recurring problems are eliminated.
• Customers adopt the platform, realise measurable business value and have confidence to renew and expand.

Key responsibilities

Customer outcomes and operational ownership

• Own the end-to-end customer success plan, covering committed outcomes, implementation, go-live, adoption, live service and future priorities.
• Join during late-stage Presales to understand customer objectives, commitments, scope, assumptions and delivery dependencies before execution begins.
• Translate contractual commitments into a clear, outcome-based plan with named owners, milestones, decisions and success measures.
• Act as the primary point of operational accountability across implementation, upgrades and ongoing services.
• Keep ownership of material customer issues until the outcome has been confirmed with the customer, regardless of which internal team performs the work.
• Represents the senior leadership in Steering Committees and customer facing forums such as QBRs and Service Reviews.

Delivery leadership and predictability

• Run the implementation and direct the cross-functional delivery effort, with authority to set priorities, drive decisions and remove blockers within the agreed scope.
• Maintain one integrated view of scope, milestones, budget, quality, dependencies, risks and customer actions.
• Challenge unrealistic plans or commitments early and escalate decisions that require additional investment, contractual change or Product roadmap approval.
• Identify delivery risks before they become escalations and lead measurable mitigation or recovery plans.
• Ensure readiness for testing, go-live and stabilisation, including clear acceptance criteria and transition into support.
• Communicate progress, risks and decisions directly and respectfully, avoiding defensive behaviour, blame or late surprises.

Customer engagement and governance

• Establish proportionate customer governance, including operational reviews, steering committees and executive engagement.
• Provide concise, evidence-based reporting that explains progress, decisions, risks and corrective actions.
• Build trusted relationships with senior stakeholders across business, technology and operations.
• Own operational customer satisfaction, turn feedback into actions and confirm that concerns have been resolved.
• Partner with the Account Partner so the customer receives one coherent view of delivery, value, commercials and future priorities.

Live service and support

• Ensure a clean transition from implementation into support, with operational readiness, responsibilities and service procedures agreed before go-live.
• Maintain a single operational view when a customer has both active delivery and live solutions.
• Ensure incidents and service requests are prioritised according to customer and business impact and progressed through resolution.
• Lead customer communication during significant service issues and ensure root causes and preventive actions are addressed.
• Monitor support performance, recurring problems and platform stability, escalating systemic issues to the appropriate technical leaders.

Adoption value and growth

• Define and track adoption, usage and benefit-realisation measures connected to the customer's business case.
• Lead regular value reviews and QBRs, demonstrating outcomes achieved, priorities, risks and the forward roadmap.
• Act as the voice of the customer in Product and roadmap discussions, while avoiding unapproved commitments.
• Identify expansion opportunities and bring them to the Account Partner, who retains commercial ownership.
• Support renewals and extensions through demonstrated value, delivery credibility and strong customer relationships.

Measures of success

• Time to Value - achievement of contracted customer outcomes and agreed success milestones
• GRR – Gross Revenue Retention
• Implementation and upgrade milestone predictability
• Time to go-live, stabilisation and measurable value
• Delivery performance against agreed budget and margin expectations
• Customer satisfaction and completion of improvement actions
• Adoption, usage and live-volume progression
• Service performance, issue ageing and reduction of recurring problems
• Renewal risk identified early and supported by an evidence-based success plan

Experience and capabilities

Essential:

• 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.

Desirable

• Experience with enterprise SaaS, cloud platforms, digital banking, lending or insurance technology.
• Background in a fintech, product company, systems integrator or financial institution.
• Experience working with implementation partners and distributed international teams.
• Familiarity with regulated production environments, service management and platform upgrades.
  

Personal attributes

• Customer-first and outcome-driven, with a strong sense of personal accountability
• Direct, clear and respectful, particularly when communicating difficult news
• Calm under pressure and effective in complex, multi-stakeholder situations
• Pragmatic and decisive, able to distinguish urgent action from unnecessary process
• Collaborative, low-ego and willing to challenge constructively
• Commercially astute and comfortable balancing customer value with sustainable delivery

The FintechOS expectation

• Customers should never need to navigate FintechOS to find an answer or resolve a problem. The CSM owns the operational outcome, mobilises the right people and stays accountable until the customer confirms the issue is resolved or the agreed value has been delivered.