Customer Success Manager – FinTech (Implementation & Delivery Focus)

Customer Success Manager – FinTech (Implementation & Delivery Focus) Manchester | Hybrid (3-4 days onsite per week) Full-Time | £35k–£40k per annum Sector: FinTech (B2B SaaS) We’re hiring on behalf of a high-growth fintech start-up that’s transforming how lenders, brokers, and intermediaries manage loans. We’re looking for a Customer Success Manager (CSM) who thrives in implementation-heavy roles and is confident in taking ownership of complex client onboarding and delivery. It's a hands-on opportunity for someone with strong SaaS delivery experience who can lead client implementations, manage internal and external stakeholders, and drive long-term client success. Lending industry experience is a plus, but not a must. What You’ll Be Doing: Implementation & Delivery (Core Focus): Lead client onboarding and implementation from start to finish, ensuring a smooth, on-time rollout and outstanding client satisfaction. Project Management: Coordinate resources, manage delivery timelines, and proactively solve issues before they escalate. Customer Engagement: Act as the go-to person for your clients. Build strong relationships, understand their business needs, and be their trusted advisor. Stakeholder Management: Align internal teams and external clients to keep everyone moving in the same direction. Commercial Awareness: Spot upsell or cross-sell opportunities that genuinely benefit the customer. Process Optimisation: Suggest and implement improvements to onboarding and success workflows. What We’re Looking For: 3–5 years of experience in a customer-facing role , ideally in B2B SaaS with a strong focus on project delivery and implementation . A self-starter who can independently manage complex projects and build rapport with both technical and non-technical stakeholders. Excellent communication and organisational skills. Previous experience in intermediated lending , financial services , or working with brokers/lenders is helpful, but not essential. A genuine customer-first mindset with commercial awareness. Why Join? This is a fantastic opportunity to work at the heart of an ambitious fintech business that values autonomy, customer success, and innovation. You’ll play a critical role in ensuring customers get real value from the platform, from day one through to long-term growth. Contact: Elvis Eckardt