Senior Customer Success Manager
Isle of Man
Permanent
Our client seeks an experienced and customer-focused Senior Customer Success Manager to join their team.
You will lead the Customer Success function, managing a small team of Customer Success Specialists, and driving long-term client value and retention.
This role combines classic customer success leadership with commercial awareness. You will act as the key liaison between clients and internal teams, champion customer needs, and support revenue growth through strong account management. You will also represent the company externally at key industry events and help shape the customer-facing strategy.
Key Responsibilities:
- Develop the Customer Success strategy, ensuring alignment with company objectives and customer value goals.
- Set team goals, performance targets, and KPIs, ensuring they are tracked, monitored, and continually improved.
- Lead and mentor a small team of Customer Success Specialists.
- Implement scalable processes, playbooks, and operational frameworks across onboarding, adoption, and retention.
- Analyse customer health metrics, trends, and insights to drive proactive engagement and reduce risk.
- Drive continuous improvement across the customer lifecycle, ensuring consistent and high-quality service delivery.
- Collaborate closely with Sales on renewals and upsell opportunities.
- Maintain strong relationships with merchants, partners, and key decision-makers.
- Serve as the primary liaison to internal and external stakeholders on commercial initiatives.
- Lead multi-stakeholder programmes, ensuring cross-functional alignment, comms, and delivery.
- Drive cross-functional collaboration to support strategic goals.
- Serve as the primary liaison to internal and external stakeholders on commercial initiatives.
- Lead multi-stakeholder programmes, ensuring cross-functional alignment, comms, and delivery.
- Drive cross-functional collaboration to support strategic goals.
Key Skills & Experience:
- 5+ years of experience in Customer Success, Account Management, or a similar client-facing function, with at least 2+ years' operating in a senior-level role.
- Proven people management experience, including mentoring, coaching, or leading a team within a customer-facing or operational environment.
- Commercial experience in fintech, payments, SaaS, or similar industries.
- Strong understanding of digital payments flows, client onboarding journeys, and regulatory/compliance frameworks (e.g., KYC, AML).
- Excellent interpersonal and communication skills - able to translate complex technical topics for commercial audiences and vice versa.
- Comfortable working with data and KPIs; able to analyse trends, flag issues, and act based on insights.
- Proficiency in CRM tools (e.g., Salesforce) and customer engagement platforms would be desirable.
- Highly organised, detail-oriented, and responsive-committed to fast follow-ups and exceptional client service.
- Willingness to travel for client meetings, events, or industry conferences.
Your specialist: Anne Murray
Quote job ref: 16335
Hi, I'm your specialist Anne and I can't wait to hear from you about this job. You can simply submit your CV or call me on 678144 with any questions.
