Senior Customer Success Manager

1 hour, 3 minutes ago
Full-time
Senior
Customer and Technical Support
My Money Matters

My Money Matters

My Money Matters offers a comprehensive financial wellbeing platform that provides employees with tailored financial education, tools, and resources to enhance their financial security and support them on their journey to long-term financial stability.

Internet Software & Services

Description

  • Own and develop a portfolio of approximately 200 Tier 3 partner accounts through a scalable, digital-first engagement model.
  • Drive retention and renewals while monitoring customer health to identify risks and growth opportunities early.
  • Design and deliver outreach cadences, engagement journeys, and feedback programmes such as NPS and CSAT.
  • Identify and support commercial growth opportunities within existing accounts.
  • Improve Customer Success processes, playbooks, reporting, tooling, automation workflows, and health scoring.
  • Act as the internal expert on Customer Success tooling, including Vitally, and support lifecycle optimisation and segmentation initiatives.
  • Support escalations and complex customer conversations across the wider Customer Success team.
  • Informally coach colleagues and help raise the standard of the Customer Success function.

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 Customer Success platforms for health scoring, engagement, and automation.
  • Vitally experience is a plus.
  • Strong analytical skills and clear, confident communication.
  • Experience working with public sector organisations, including the NHS or local government, is preferred.
  • Exposure to financial wellbeing, employee benefits, SaaS, payroll, or service-led industries is preferred.
  • Experience within a scaling Customer Success environment is preferred.
  • Exposure to renewals, upsell activity, or commercial collaboration with Sales is preferred.

Benefits

  • Fully remote working with flexibility to work from where you perform best.
  • 25 days of annual leave, increasing with tenure, plus the option to purchase up to 5 additional days.
  • Your birthday off.
  • Collaborative team bonus for non-commission roles.
  • Pension with salary sacrifice contributions, AVC options, and pension contributions on bonus earnings.
  • Salary sacrifice schemes through Perkbox, including car leasing, gym memberships, and tech purchases.
  • Medical cashback scheme.
  • Enhanced parental leave.

Interested in this position?

Apply directly on the company website

Apply Now

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