Customer Success Manager

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/expansion
• Manage client renewals
• Proactively identify risk indicators for churn and implement playbooks where needed
• Drive customer advocacy
• Share customer feedback internally to further develop product

What you’ll do:

• Develop and maintain strong, long-lasting relationships with key client stakeholders.
• Serve as the main point of contact, addressing inquiries, concerns, and proactively providing solutions timeously
• Identify opportunities for account expansion and upselling of additional features or services
• Lead the renewal process for assigned accounts, ensuring timely contract renewals
• Develop risk and churn strategies to proactively reduce client churn at every stage of the customer lifecycle
• Develop and execute playbooks tailored to Mintago customer base and product offering
• Develop customer success collateral such as presentations and reports for both internal and external stakeholders
• Proactively monitor customer health through data analysis, customer feedback, and check-ins.
• Drive completion of NPS score bi annually with clients, escalate and action any negative feedback
• Gather client feedback on product experiences and share insights with internal teams
• Encourage satisfied clients to become advocates through testimonials, case studies, and participation in marketing initiatives.
• Run quarterly business and executive reviews with key stakeholders
• Support Customer Success team with onboarding where required
• Work closely with internal teams to drive end user adoption and engagement
• Support 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 field.
• Minimum 3 Years in a Customer Success Management role in a SaaS B2B company.
• Proven experience in a customer-facing role within a SaaS or technology-driven environment.
• Strong understanding of customer success principles, with a track record of driving customer satisfaction and retention.
• Background in establishing systems, building processes and structure where little exists, and demonstrated flexibility to get things done.
• Experienced 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 reporting.
• Analytical mindset with proficiency in data analysis tools and reporting.
• Results-oriented, with a focus on achieving and exceeding customer success metrics.
• Ability to learn about and communicate financial wellness solutions and understand their implications.
• Experience working in fintech/financial wellness preferred

Benefits

• Your choice of work kit (ThinkPad or MacBook Pro).
• Hybrid work (2 days in office)
• Budget for equipment to set up your home office.
• A flexible company discretionary unlimited leave policy + your birthday off.
• Flexible 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 delivered.
• A £300 yearly budget for your own learning and development.
• Mintago 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 & travel discounts
• Access to salary sacrifice benefits across cycle to work, mobile, gym, tech, groceries and EV