Customer Success Manager

Customer Success Manager — Buy-Side SaaS | London (Remote with On-Site Client Visit)£70,000 – £94,000 base + bonusA fast-scaling, VC-backed AI data intelligence platform is looking for a Customer Success Manager to join their buy-side team in London.Already embedded within top asset managers, hedge funds, and private equity firms, the platform is transforming how investment professionals access and interact with financial data — and now expanding rapidly across EMEA.This is a chance to join the first wave of hires in the UK and play a pivotal role in building how Customer Success operates for the region.The RoleYou’ll partner with a portfolio of buy-side clients - from global investment firms to high-performing hedge funds - acting as a trusted advisor on how they leverage the platform to gain alpha and scale their research processes.Your focus will be on driving adoption, delivering value, and ensuring renewal and expansion across key accounts. You’ll collaborate closely with Sales, Product, and Data teams to translate client feedback into product improvements and strategic account growth.You’ll work in a start-up environment, so you’ll need to be hands-on, commercially minded, and comfortable building structure where none yet exists.Key ResponsibilitiesOwn and grow a portfolio of strategic buy-side accounts across EMEA, ensuring clients maximise value from the platform.Lead post-sale onboarding and training for new customers, tailoring workflows to analysts, PMs, and investment teams.Act as the voice of the customer — capturing insights, surfacing feedback, and influencing product direction.Drive renewals and expansions, identifying growth opportunities within existing accounts.Develop deep understanding of client use cases, KPIs, and investment processes to position the product as mission-critical.Build internal playbooks, frameworks, and success metrics for how CSM should look and scale in EMEA.Partner cross-functionally with Sales and Product to drive usage, adoption, and long-term retention.Report on client health, engagement, and risk, using data to prioritise proactive account management.Ideal Candidate ProfileWe’re looking for someone who has:4–8 years’ experience in Customer Success, Account Management, or Relationship Management within a FinTech or Financial Services environment.Strong familiarity with buy-side clients — particularly hedge funds, asset managers, and investment firms.Experience engaging with investment professionals (PMs, analysts, data leads) rather than back-office or ops stakeholders.A consultative, data-led approach to client management and problem-solving.Excellent communication and stakeholder management skills — credible with senior decision-makers and able to challenge and advise.Comfort operating in a fast-paced, evolving environment, with the ability to build processes and playbooks from the ground up.Entrepreneurial mindset — curious, hands-on, and proactive in driving results and improvements.Strong technical literacy (APIs, data workflows, integrations) and ability to learn complex products quickly.Why JoinWork at the intersection of AI, data, and finance, helping reshape how investment teams work.Join at a foundational stage of the EMEA expansion, with opportunity to influence process, culture, and growth.Be part of a globally recognised platform with a proven product-market fit and backing from top-tier investors.Excellent career trajectory — the London team is expected to scale significantly in 2025 and beyond.