Customer Success Manager

Role Overview

You will be the primary advocate for customers using our digital banking platform, ensuring each interaction—from onboarding to ongoing support—feels seamless and valued. Day to day, you’ll resolve complex account issues, gather user feedback to influence product improvements, and track satisfaction metrics that directly reduce churn and deepen trust. This role matters because loyal customers are the foundation of our digital-first bank, and your efforts will directly shape retention and brand reputation.

Key Responsibilities

• Own the entire post-signup experience for new digital banking users, guiding them through feature adoption and troubleshooting login, transaction, or security concerns
• Analyze customer feedback from surveys, support tickets, and app reviews to identify recurring pain points and propose actionable fixes to product and engineering teams
• Proactively reach out to at-risk accounts to understand dissatisfaction and offer tailored solutions, reducing voluntary churn
• Collaborate with the compliance and operations teams to resolve disputed transactions or account freezes within regulatory timelines while keeping the customer informed
• Develop and maintain a library of help articles, video walkthroughs, and in-app messaging that empowers users to self-serve common questions
• Monitor real-time metrics like first-contact resolution time, customer effort score, and Net Promoter Score, reporting monthly trends to leadership
• Onboard corporate or high-value individual clients by conducting personalised walkthroughs of treasury management, budgeting tools, and integration features
• Coordinate with the fraud prevention team to handle suspicious activity alerts with speed and empathy, minimising false positives while protecting accounts

Requirements & Qualifications

• Bachelor’s degree in Business, Finance, Marketing, or a closely related field
• At least three years of hands-on experience in customer success, account management, or client relations, preferably in a B2B or B2C fintech environment
• Demonstrated ability to simplify complex financial concepts (e.g., ACH transfers, FDIC insurance, interest calculations) for non-expert customers
• Strong written and verbal communication skills, with a track record of de-escalating frustrated users and turning detractors into promoters
• Proficiency in CRM platforms (Salesforce, HubSpot, or similar) and experience using data dashboards to track customer health scores
• Exceptional problem-solving mindset: you can triage a multi-step technical issue without relying solely on scripts, and you know when to escalate
• Familiarity with digital banking security protocols, regulatory requirements (e.g., KYC, AML), and common mobile app usability standards