About the Role

As Senior Customer Success Manager, you’ll be the trusted advisor and primary point of contact for a portfolio of high-value clients. You’ll ensure they achieve their business outcomes using our technology, from onboarding and adoption through to renewal and expansion.

You’ll work closely with Product, Implementation, and Commercial teams to translate client needs into actionable insights, identify opportunities for account growth, and shape how we deliver success across our customer base.

Key Responsibilities

• Own customer outcomes: Develop and execute success plans that ensure clients achieve measurable ROI and value from our platform.
• Drive retention and growth: Proactively manage renewals and identify opportunities for expansion, upsell, and cross-sell.
• Stakeholder management: Build trusted relationships with senior client stakeholders (C-suite, Operations, Compliance, etc.) and act as their strategic advisor.
• Customer advocacy: Represent the customer voice internally, influencing product roadmap and prioritisation based on real-world use and feedback.
• Adoption and engagement: Analyse usage data to identify adoption gaps and create strategies to drive engagement and maximise impact.
• Collaboration: Partner with Implementation and Product teams to ensure a seamless onboarding-to-value experience.
• Executive reporting: Prepare and deliver quarterly business reviews (QBRs) demonstrating outcomes, ROI, and alignment to client goals.
• Operational excellence: Contribute to the ongoing improvement of customer success processes, playbooks, and metrics.

About You

You’re an experienced, commercially minded customer success professional who thrives on helping clients succeed with complex SaaS solutions. You’re as comfortable in data-driven discussions as you are in boardroom conversations.

You’ll bring:

• Extensive experience in Customer Success, Account Management, or Consulting for a B2B SaaS company (enterprise/strategic accounts preferred).
• Proven track record of delivering retention, expansion, and customer value.
• Strong commercial acumen - able to identify opportunities for growth and negotiate renewals.
• Excellent relationship management skills with senior stakeholders.
• Ability to translate technical capability into business outcomes.
• Strong analytical and problem-solving skills; comfortable using data to drive decisions.
• Experience in financial services, fintech, or AI technology is advantageous but not essential.
• Excellent communication and presentation skills.

What We Offer

• A collaborative and innovative work environment with awesome career growth opportunities
• 34 days holiday plus your birthday off (inclusive of bank holidays)
• Share options – we believe in shared success
• Skills development – continuous learning is at our core, expect the development to be front and centre of everything you do
• Remote and flexible working – remote, co-working spaces, or a mix of both
• Life insurance, income protection and private health care
• Freebies and discounts at a range of retailers
• Emotional wellbeing (Employee assistance programme provides access to 24/7 employee counselling and emotional support)
• Cycle to work scheme
• Pension scheme (employer contribution matched up to 5%)

Join Us in Making a Difference

At Aveni, we believe that diversity drives innovation. We're committed to building a team that reflects the diverse communities we serve and creating an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you're passionate about leveraging technology to drive positive change and want to be part of a team that's shaping the future of financial services, we'd love to hear from you. We know that some people are likely to only apply where they meet 100% of requirements, but we’d like to hear from you anyway. Apply now to join us on our mission to transform the financial services industry through AI!

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service and Information Technology

Industries

• Software Development