The Mintago Customer Success Manager will play a crucial role in ensuring our clients derive maximum value from our products. You will be the primary point of contact for assigned clients, responsible for fostering strong relationships, understanding their unique business needs, and driving overall customer satisfaction.

This Customer Success Manager will also be responsible for creating playbooks that can be implemented across multiple clients in a scalable and repeatable manner.

Objectives of this role:

Build and nurture strong relationships with customer base (200+ clients)Proactively identify opportunities for growth/expansionManage client renewalsProactively identify risk indicators for churn and implement playbooks where neededDrive customer advocacyShare customer feedback internally to further develop product

What you''ll do:

Develop and maintain strong, long-lasting relationships with key client stakeholdersServe as the main point of contact, addressing inquiries, concerns, and proactively providing solutions timeouslyIdentify opportunities for account expansion and upselling of additional features or servicesLead the renewal process for assigned accounts, ensuring timely contract renewalsDevelop risk and churn strategies to proactively reduce client churn at every stage of the customer lifecycleDevelop and execute playbooks tailored to Mintago customer base and product offeringDevelop customer success collateral such as presentations and reports for both internal and external stakeholdersProactively monitor customer health through data analysis, customer feedback, and check-insDrive completion of NPS score bi annually with clients, escalate and action any negative feedbackGather client feedback on product experiences and share insights with internal teamsEncourage satisfied clients to become advocates through testimonials, case studies, and participation in marketing initiativesRun quarterly business and executive reviews with key stakeholdersSupport Customer Success team with onboarding where requiredWork closely with internal teams to drive end user adoption and engagementSupport in the creation of content for clients and end users such as videos, resources and FAQs

What We''re Looking For

Bachelor''s degree in Business, Marketing, or a related fieldMinimum 3 Years in a Customer Success Management role in a SaaS B2B companyProven experience in a customer-facing role within a SaaS or technology-driven environmentStrong understanding of customer success principles, with a track record of driving customer satisfaction and retentionBackground in establishing systems, building processes and structure where little exists, and demonstrated flexibility to get things doneExperienced in facilitating meetings and virtual workshops with strong written and verbal communication skills, exceptional organisational abilities for managing multiple projects concurrently, and a keen attention to detail in documentation and reportingAnalytical mindset with proficiency in data analysis tools and reportingResults-oriented, with a focus on achieving and exceeding customer success metricsAbility to learn about and communicate financial wellness solutions and understand their implicationsExperience working in fintech/financial wellness preferred

Benefits

Benefits

Your choice of work kit (ThinkPad or MacBook Pro)Hybrid work (2 days in office)Budget for equipment to set up your home officeA flexible company discretionary unlimited leave policy + your birthday offFlexible company hours so you can fit your life commitments - no company fixed hours as we trust you to manage your time and focus on outcomes deliveredA £300 yearly budget for your own learning and developmentMintago matches your pension contributions up to 4%Private medical insurance (provided by Vitality)Life insurance (provided by MetLife)Cash plan (provided by Medicash)Access to retail and travel discountsAccess to salary sacrifice benefits across cycle to work, mobile, gym, tech, groceries and EV

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