Customer Success Manager

Who you are

• 3+ years in a customer-facing role in B2B SaaS or a regulated industry (legal, financial services, or similar), with a track record of portfolio growth and retention
• Experience with KYC/CDD/AML
• You're a product expert. You pick up technical concepts quickly and translate them into plain language without losing the detail. You're comfortable sitting in complexity and you’re always pushing to understand things at a deeper level to provide the most value for your customers and team, whether troubleshooting reactively or working on platform adoption proactively
• Experience transitioning customers between products or platforms
• You're a trusted advisor. You take the time to genuinely understand your customers: their business, their pressures, and what success actually looks like for them. You're an exceptional communicator and trust builder who bats for their customers internally
• Prior experience in a scaling SaaS startup where you've had to build as well as deliver
• You're an owner. The portfolio is yours and that motivates you. You don't wait to be told - you see what needs doing, hold yourself accountable for results, find creative solutions when the path isn't clear, and you don't let things fall through the cracks
• Experience discussing APIs
• You're a contributor. You think beyond your own lane. You bring ideas, share what you're learning, communicate clearly, and make the people around you better. You're reliable, collaborative, and someone others can depend on

What the job involves

• You'll own a portfolio of customers across industries and tiers, and the relationships, insight, and commercial outcomes that come with it. Success here is trust at depth: customers who see you as a genuine partner, a clear picture of where your book is heading, and the judgment to know when to push, when to listen, and when to escalate. You'll guide customers from onboarding into long-term value, spot and convert expansion opportunities, and represent the customer voice in the forums that shape what we build next. You won’t be a middleman in this role, you are the customer’s technical consultant and advisor
• Develop genuine product expertise so you can diagnose problems, challenge assumptions, and give customers a clear path forward rather than just a signpost
• Build and execute strategic plans for your portfolio: adoption, health, retention, and growth. You'll always know where you personally move the needle
• Identify and progress expansion opportunities through deep customer knowledge, stakeholder relationships, and well-timed commercial conversations
• Monitor health signals proactively and act on them early, whether that's mitigating risk or unlocking latent value
• Run platform transition projects end-to-end for legacy managed service customers moving to First AML, so they land smoothly and experience one coherent journey
• Collaborate closely with customer delivery, sales, and senior leadership, and bring back what you learn so the broader team gets smarter

The application process

• Apply via Welcome to The Jungle.
• Virtual meet and greet.
• Formal Interview (Including a role play presentation & technical activity).
• Meet our UK Country Manager & a founder.
• Background & reference checks.
• Offer!

Benefits

• Extra leave: Additional 5 days of leave for our team to unwind, disconnect from work and rejuvenate.
• Parental leave programme: Financial support for our team members as they embark on one of the most magical journeys - becoming a parent.
• EAP: Life can feel overwhelming so we provide access to free, independent, confidential support through our Employee Assistance Program (EAP).
• Employee share offering: A pathway to shares so our team can share our journey.
• Training allowance: Dedicated training allowance for each of our team to learn, grow and progress.
• Subsidised Medical Appointments: Supporting access to doctors appointments so our team can be healthy and well.
• Employee and Sales Referral Programmes: Our people are our biggest advocates for working here and our product so we reward them for successful referrals.
• Employee Wellbeing Initiatives: Our people are our biggest advocates for working here and our product so we reward them for successful referrals