Job Title - Customer Success Manager

Location - London, Hybrid

My client is seeking a Customer Success Manager to deliver an outstanding experience for customers and brokers across our digital platforms. You will ensure smooth journeys, drive satisfaction, and act as the voice of the customer across the organisation.

DESCRIPTION.

• Own the end-to-end customer journey, from onboarding to retention.
• Actively identify and resolve friction points to improve customer satisfaction.
• Build strong, consultative relationships, advocating for their needs.
• Collaborate with product and operations teams to enhance tools and digital experiences.
• Analyse customer behaviour and feedback to drive actionable improvements.
• Support internal teams with guidance, training, and processes that improve customer outcomes.

PROFILE

To be considered for this role, you must:

• Customer-focused, curious, and proactive problem solver
• Strong communicator and collaborator
• Data-literate, able to track and analyse customer journeys
• Familiarity with mortgage broker operations is a plus
• Experience in fintech, mortgage tech, or CX tools is desirable