151 jobs found

Customer Success Manager Financial Services SaaS London / Hybrid £75,000 - £100,000 + Bonus + Benefits This is a newly created role within a newly formed Customer Success function, designed to support the next phase of growth for a well-established financial-services technology platform. The team will scale in three clear phases: Build the foundation - establish trusted, senior client relationships and embed best-practice platform usage Drive adoption and value - ensure clients are using the platform correctly, consistently, and in line with their operating model Commercial growth - identify and execute upsell and cross-sell opportunities as accounts mature and usage deepens You will sit post-implementation, owning the long-term client relationship and acting as a trusted advisor across business, operational, and technical stakeholders. This role has genuine influence: shaping how Customer Success operates today, and how the function evolves as the business scales. The Role Own and manage a portfolio of financial-services clients post go-live Develop a deep understanding of each client's operating model, workflows, and success criteria Drive platform adoption, value realisation, and long-term retention Act as a strategic partner to clients as their requirements evolve Lead regular client reviews, health checks, and success planning sessions Monitor usage, adoption, and risk signals to proactively address issues Own renewals and identify value-led expansion opportunities Work closely with Implementation, Product, Support, and Sales to deliver a joined-up client experience Feed structured customer insight back into Product and Engineering teams Building the Function Help define Customer Success processes, playbooks, and best practice Contribute to success metrics, reporting, and tooling Act as the voice of the customer internally Support the evolution of the function as the team grows in size and scope Required Experience Strong background in financial services Proven experience in Customer Success, Account Management, Relationship Management, or Consulting Demonstrable experience owning long-term client relationships in a B2B SaaS or enterprise technology environment Solid understanding of fund managers, fund administrators, and settlement processes Comfortable engaging with senior, technical, and operational stakeholders Able to translate complex platforms into clear commercial and operational value Structured, proactive, and outcome-focused approach Comfortable operating in a scaling business where processes are still being defined Compensation & Benefits Base salary: £75,000 - £100,000 Performance-linked bonus Comprehensive benefits package Flexible, hybrid working Strong investment in learning, development, and career progression Please contact Ian Bailey at Harrington Starr for full details

Director, Risk & Regulatory Advisory Financial Services Forensic and Litigation Consulting FTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world's top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and optimizing performance, our teams respond rapidly to dynamic and complex situations. At FTI Consulting, you'll work side by side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you'll be an integral part of a focused team where you can make a real impact. You'll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you. Are you ready to make your impact? About The Role The Financial Services team at FTI Consulting supports financial institutions, regulators, governments and enforcement agencies across the full spectrum of financial regulation. Our service offerings include regulatory and business change programmes; governance and conduct matters; risk and regulatory advice; risk management frameworks; disputes and investigations; and remediation programmes. We work alongside our multi disciplinary colleagues who are located in every major financial centre around the globe, enabling us to tackle any challenge our clients face. Our experts are industry and technology experts, former policy makers, regulators and economists, and forensic and communications specialists. As a Director in the Financial Services team, you will be a client facing professional, involved in projects and business development activities from the outset. What You'll Do Project delivery: You will work as a core member of the delivery team for client projects, this includes the ability to work independently and to lead a team. Each project will be different, typically involving understanding and analysing issues, project management, stakeholder engagement, document reviews, client interviews, process walk throughs, developing solutions and drafting reports. Sales: Lead and support in business development activities, such as attending client sales meetings (often as part of a bid team), drafting proposals for potential engagements and drafting presentations for introductory pitch meetings. Additionally, we would expect Directors to utilise and develop their own network of industry contacts to generate sales opportunities. Team building: Act as a leader in the team and support consultants and senior consultants in their career development. Additionally, you will be encouraged to build internal and external relationships, contributing to an open, collaborative working environment and to the identification and delivery of cross service line engagements. Thought Leadership: Directors play a crucial role in building the brand of FTI Consulting and the Financial Services team by developing and contributing to interesting and thought provoking collateral, and by designing, organising and participating in industry events. You may also be required to travel as part of project delivery. We are committed to developing our professionals to have outstanding consultancy skills and a strong technical understanding of regulatory matters. How You'll Grow We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth and development opportunities. We aim to promote continuous learning and individual skills development through on the job learning, self guided professional development courses and certifications. You'll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth. As you progress through your career at FTI Consulting, we offer tailored programs for critical professional milestones to ensure you are prepared and empowered to take on your next role. What You Will Need to Succeed Strong written and verbal communications skills. Ability to work with high levels of autonomy and as part of a large team. Ability to manage multiple stakeholders, including senior management / managing body. Ability to manage projects and deliver in a timely manner, across multiple tasks and projects whilst maintaining high quality standards. The Director should have experience in and the ability to demonstrate a strong understanding and working knowledge of the following areas: Ability to interpret and advise stakeholders (including non UK based clients) on the UK regulatory perimeter in the financial services sector, in particular, the UK Financial Conduct Authority, FSMA and the financial crime regulation including POCA and MLR. Comprehensive understanding of the requirements under the FCA Handbook (in particular, COBS, SYSC and PROD), consumer duty, Senior Managers & Certification Regime, MiFID II / MiFIR (as adopted in the UK) and market abuse legislation. Practical and pragmatic approach and understanding of the role of risk and compliance functions in financial institutions. Proven practical experience with the design, development, implementation, embedding and maintenance of risk management and compliance frameworks. The includes remediation programmes, compliance policies, procedures, governance structures, gap analysis, training materials, on going monitoring plans, assurance work and management information requirements. Experience with or strong understanding of FCA authorisation applications, FSMA section 165 requests and section 166 skilled person reviews. Experience in interpreting and advising on regulatory developments, change and in response to new business / business change. Experience with large scale and complex projects. Degree level or equivalent experience. Several years of experience working in the financial services sector and advising on UK financial services regulation, either within a regulated institution, regulatory body, consultancy or legal profession. Preferred Qualifications Strong broad awareness of compliance requirements globally; experience/exposure to EU and US regulation is desirable but not essential (e.g. ESMA, SEC, CFTC etc.). Our goal is to support the wellbeing of you and your families - physically, emotionally, and financially. We offer market competitive benefits (including pension), supplemented by 15 flexible benefits, to meet your needs. These include health, lifestyle and family friendly options. We also offer professional development programme, wellness, recognition, community volunteering initiatives, and flexible/hybrid working arrangements. About FTI Consulting FTI Consulting, Inc. is the leading global expert firm for organizations facing crisis and transformation, with more than 7,900 employees located in 32 countries and territories. Our broad and diverse bench of award winning experts advise their clients when they are facing their most significant opportunities and challenges. The Company generated $3.7 billion in revenues during fiscal year 2024. In certain jurisdictions, FTI Consulting's services are provided through distinct legal entities that are separately capitalized and independently managed. FTI Consulting is publicly traded on the New York Stock Exchange. For more information, visit and connect with us on Instagram and LinkedIn. FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation. Additional Information Job Family/Level: Op Level 4 - Sr Director

Job type: Permanent, full-time (with flexible working options available) Job location: Edinburgh (Hybrid) Direct reports: None We are seeking a Principal Consultant with significant Financial Services experience to lead the design and delivery of complex technology- and AI-enabled client engagements focused on improving processes and customer experiences. This is not about incremental improvement or building faster horses - it's about helping our clients engage with the art of the possible, guiding them through the policy, process, business, and technology changes needed to realise genuine commercial impact. This is a senior, client-facing role suited to someone with 8+ years' experience in consulting or impact-led transformation. You must be comfortable operating with senior stakeholders, shaping solutions, and taking accountability for both delivery and commercial outcomes. As Principal Consultant, you will play a key role in bridging user and business needs with implementable technology capabilities (including data, automation, and AI), coordinating delivery across internal teams - including human-centred designers - and multiple external technology partners. The role combines advisory, delivery leadership, and commercial responsibility. This role is based in our Edinburgh office, with an expectation of regular in-office presence to support collaboration with colleagues and clients. Key responsibilities Client & Stakeholder Management Build and maintain trusted relationships with senior client stakeholders (Director / VP / C-suite level). Act as primary point of contact for clients, owning day-to-day engagement management and senior-level escalations. Lead workshops and stakeholder discussions to understand client challenges, strategic objectives, and regulatory constraints. Help clients see beyond current-state limitations to engage with what's genuinely possible with available technology. Provide clear, confident advice and challenge clients constructively to achieve better outcomes. Lead the definition and design of the business target-state that reimagine how work gets done - not just optimise existing processes. Help clients understand the art of the possible, translating existing and emerging technology capabilities into practical opportunities for their business. Work closely with human-centred designers and client subject matter experts to fundamentally rethink customer and colleague experiences. Navigate and shape end-to-end change across policy, process, organisation, and technology. Build compelling business cases that articulate genuine commercial impact, including (but not limited to) efficiency savings. Develop target operating models, roadmaps, and delivery plans that connect vision to value realisation. Delivery Leadership Plan, manage, and oversee end-to-end delivery, ensuring scope, time, cost, quality, and risk objectives are met. Coordinate and integrate the work of multiple technology vendors alongside internal design and delivery teams. Guide clients through the interconnected policy, process, and technology changes required to realise benefits. Take accountability for delivery outcomes across multiple workstreams and delivery teams. Establish and maintain effective delivery governance, reporting, and controls. Proactively identify delivery risks and issues, driving mitigation and resolution. Lead technology- and AI-enabled delivery teams, ensuring solutions are implemented responsibly and effectively whilst prioritising business outcomes. Take commercial accountability for client engagements, including budget ownership, forecasting, and margin management. Develop and manage engagement financial plans, ensuring delivery remains within agreed commercial parameters. Monitor financial performance throughout the engagement lifecycle and proactively manage risks to revenue, cost, and margin. Work closely with finance and leadership teams to provide accurate financial reporting and forward-looking forecasts. Manage contract scope, change control, and commercial discussions with clients and delivery partners. Lead, mentor, and manage teams of consultants, including both permanent staff and contractors. Set clear objectives, expectations, and delivery standards for team members. Support the development, coaching, and performance management of junior consultants Foster a collaborative, inclusive, and high-performance team culture. Manage and coordinate multiple third-party technology vendors across concurrent workstreams. Ensure effective collaboration between internal human-centred design teams and external technology partners. Hold partners accountable for delivery commitments, outcomes, and quality standards. Manage commercial and delivery relationships to ensure successful project outcomes. Business Development & Account Growth Support and, where appropriate, lead proposal development, bids, and responses to client opportunities. Identify and shape opportunities for follow-on work and account growth within existing clients. Work with account leads and leadership to develop account strategies and long term growth plans. Contribute to compelling value propositions, solution approaches, and pricing models. Build and maintain strong internal and external networks to support business development. Apply deep knowledge of Financial Services domains (e.g. banking, insurance, wealth, capital markets, payments, or regulatory change). Understand FS regulatory environments, risk, compliance, and governance requirements. Use industry knowledge to provide informed, pragmatic advice and shape credible delivery approaches. Who we're looking for Required experience & skills 8+ years' professional experience in consulting, advisory, or technology enabled organisations. Prior consulting experience, ideally within a Big 4 consultancy. Significant experience delivering projects within the Financial Services sector. Proven ability to help clients think beyond incremental improvement to genuine transformation. Experience designing and delivering systemic solutions that span policy, process, organisational, and technology change. Demonstrated ability to coordinate multiple technology vendors and integrate their work with internal delivery teams. Strong experience planning and managing project delivery across multi-disciplinary teams, including human-centred designers. Proven experience managing senior stakeholders and executive level clients. Experience leading and managing teams of consultants, including contractors. Strong commercial acumen, including budget ownership, forecasting, and margin management. Solid understanding of modern technology, data, automation, and AI as enablers of fundamental business change. Excellent communication, facilitation, and presentation skills. Experience delivering large scale transformation, digital, or regulatory programmes in Financial Services or with Private Equity. Exposure to agile, waterfall, or hybrid delivery methodologies. Experience working on AI, data, cloud, or automation led initiatives. Experience contributing to sales, proposals, or account growth activities. What we offer Edinburgh based with flexible working Office on Edinburgh's prettiest and most Instagrammed street Company pension scheme Death in service cover Private medical insurance Electric Vehicle scheme Annual Team Trip Loads of lovely snacks (both healthy and indulgent) when you're in the office Be sure to tell us a little about yourself, why you want to work at Nile, and the type of challenges you're passionate about. Like a cover letter, but a little less formal. We promise to get back to you. (P.S. No recruiters, please.) We encourage applications from a variety of backgrounds, ethnicities, religions, ages, gender identities, sexual orientations and all abilities. Nile cares deeply about building a better business that supports equality and diversity; not just because it's the right thing to do, but because it makes us stronger. A quick note on eligibility: we aren't able to provide visa sponsorship for this role, so you'll need to have the right to work in the UK to apply.

Our Customer Success team is committed to helping customers maximize the value of Asana as both a technology platform and a holistic approach to collaboration. From high touch to scalable success, our goal is to deepen the usage of the whole work graph, resulting in delivering unmatched value with scalability and consistency. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time. We are looking for a Strategic Customer Success Manager (CSM) to help support and grow our largest and most strategic customers. As a Strategic CSM, you'll guide a portfolio of customers to deploy Asana successfully, adopt it widely across their organisation, and ensure they continuously gain business value from Asana. By engaging your customers using a consultative approach, you'll position yourself a strategic partner and serve as the trusted point of contact across their lifecycle: onboarding, value creation and renewal. Equipped with the knowledge of what it takes for customers to succeed with Asana, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. To the entire Asana team, you'll exemplify an empathetic, customer centric perspective. This role is based in our London office with an office centric hybrid schedule. The standard in office days are Monday, Tuesday and Thursday. Most Asanas have the option to work from home on Wednesdays and Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in office requirements. What you'll achieve: Develop, nurture and own relationships at every level of the organisation with a focus on senior level and decision making stakeholders (i.e. C Level) serving as a trusted advisor on the collaborative work management space Partner with customers to identify their strategic goals and co create Success Plans with clear success metrics and engagement strategies Execute on all phases of the customer journey; ensuring value through deployment strategies, change management, workflow design, business reviews and roadmap consultations Collaborate with Sales to develop strategic account plans, nurture executive relationships, manage renewals and explore expansion opportunities Develop and maintain an internal Champion Network or Centre of Excellence within the customer's organisation to help foster customer advocacy and facilitate customer testimonials or case studies Analyse customer usage to identify trends and drive targeted campaigns for enhanced engagement and product adoption to proactively identify risks and lead internal teams to create and execute corrective plans Identify and forecast risk while proactively identifying and mitigating risks to drive customer satisfaction and long term success Serve as the voice of your customers by surfacing key trends and insights to R&D and business teams based on your knowledge of customer's needs Travel and meet customers on site up to 25% of the time About you: 5+ years of demonstrated success in a SaaS based Customer Success or Account Management role Proven track record managing large, complex enterprise accounts, driving both product led and sales led growth initiatives, and overseeing enterprise wide technology implementations across diverse stakeholder groups - from C Suite executives to functional leaders and administrators Ability to run C Suite level business reviews and craft compelling value narratives, align initiatives to OKRs/KPIs, influence decisions without direct authority and deliver exceptional storytelling around impact and ROI Experience managing a book of high value customer relationships. You're able to drive customer success and align within complex organizational structures, building trust with a broad range of stakeholders, from C Suite Executives, Department Leads, to day to day Asana users Customer centric at your core. You're devoted to ensuring our customers' success and adoption of Asana and advocate for regional customers' needs Strong cross functional collaborator with experience partnering with Account Executives or Partners to provide a high quality, thoughtful customer experience Self motivated, proactive team player. You have a bias for action and work effectively in a highly ambiguous, ever changing environment. You're able to zoom into granular details and also zoom out to understand the larger strategy and philosophy of how and why decisions are made Driven, process oriented person. You're able to effectively balance competing priorities and make decisions that best support the customer, the team, and Asana. Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision making At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply. What we'll offer Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit. For this role, the estimated base salary range is between £104,000 - £118,400. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified. In addition to base salary, your compensation package will include additional components such as equity, sales incentive pay and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role. We strive to provide equitable and competitive benefits packages that support our employees worldwide and include: Mental health, wellness & fitness benefits Career coaching & support Inclusive family building benefits Long term savings or retirement plans In office culinary options to cater to your dietary preferences These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role. About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. Join Asana's Talent Network to stay up to date on job opportunities and life at Asana.

Emplifi's unified social media management platform empowers more than 20,000 of the world's leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty. About the Customer Success Team The Customer Success team is responsible for onboarding new clients and helping them use our products, so they get maximum value - leading to retention of existing client relationships and revenues at scale. We leverage the largest social media data set and CX management suite in the industry. We continue to challenge the status quo by introducing new innovations and enabling our clients to adopt our technology, helping them to scale their business no matter where they are or what industry they are in. As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever growing family. You will be supported in your career by a team of professionals dedicated to your development, so that you can grow as a professional and a social media expert advisor. Job Summary The Customer Success Manager is a crucial ambassador for our clients. With a core focus on sustaining positive client relationships, the CSM plays a central role in customer retention, renewal strategies, product adoption, and identifying expansion opportunities. The CSM will manage contract renewals and some upsells for a defined book of business. What You'll Do Here Client Relationship Management: Serve as the primary point of contact for customers in the assigned named accounts Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty Understand customer objectives and align our services to achieve those goals Onboarding: Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption Collaborate with internal teams to expedite service delivery and meet onboarding timelines Product Adoption: Monitor client usage and product adoption rates Conduct regular check ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential Address any adoption challenges with tailored solutions Renewal and Retention: Develop strategies to ensure high retention rates and manage the contract renewal process Predict and address potential churn risks, implementing mitigation strategies as needed Upselling and Cross Selling: Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs Collaborate with the Account Sales Director to ensure smooth transitions for upselling or cross selling activities Feedback Loop: Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement Act as the client's advocate within the company, ensuring their needs and concerns are addressed Reporting and Analytics: Use CRM and Gainsight to maintain up to date client records, track interactions, and measure success metrics Provide regular updates to management on client health, renewal forecasts, and potential risks What You'll Bring to Us Bachelor's degree in Business, Marketing, Communications, or a related field Experience in customer success, account management, or a similar role, preferably within the digital marketing industry Demonstrated ability to build strong relationships and manage key customer accounts Proficient understanding of digital marketing services such as social media, content marketing, etc. Strong problem solving skills and the ability to handle challenging client situations with grace Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms Excellent verbal and written communication skills What We Offer International, fast paced and growing environment Chance to work with the world's biggest brands at the CX tech leader Agile and open minded culture, with high levels of trust and flexibility Opportunity for professional growth and development Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas Benefits package including Private Health Insurance and Pension Unlimited PTO Enhanced family/ parental leave Modern office in the heart of Central London There's more as well! Speak with us to find out all details! At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities. Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are. Learn more about how we protect your personal information during our recruitment process in the Emplifi Recruitment Privacy Statement.

Why join frog? frog is part of Capgemini Invent and partners with customer centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We're inventing the future of customer experience by delivering market defining business models, products, services, brand engagements and communications. Joining frog means you'll be joining the "pond," a global network of studios, each with a thriving in person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw upon our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. Frogs value humour, positivity, and community just as highly as performance and outcomes. We have an open, flexible and inclusive culture. Working at frog means you are empowered to meet the moment and Make Your Mark on every project What you will be doing We are seeking a dynamic and visionary Director to grow our FS business through our Customer Experience Transformation activities, focusing on Customer Service and CRM. This is a senior leadership role for an experienced consultant with deep capability and sector expertise, a strong track record of digital and operational transformation, and a passion for delivering exceptional end to end experiences for both customers and frontline colleagues You will play a pivotal role in shaping and delivering Service & CRM Transformation programmes for leading FS organisations particularly in insurance and retail banking. You will leverage your hands on experience of large scale programmes, your network of industry relationships, and your thought leadership to create innovative proposals and deliver tangible benefit to both clients and customers alike. Key Responsibilities Lead and grow frog's Service Transformation activities across FS clients contributing to the overall growth of our business with FS clients Create and deliver transformation strategies that align with business goals such as operational efficiency, CRM optimisation, personalised experiences and delivering innovative customer care. Lead and deliver large scale and complex programmes of work from inception to implementation that leverage Capgemini group wide capabilities, have sound commercial foundation, measurable business outcomes and that excite and engage our clients and colleagues. Lead business development, including shaping proposals, responding to bids, pitching to clients, and growing key accounts. Build trusted relationships as a strategic advisor to senior client stakeholders, including C suite leaders, leveraging your deep sector knowledge and consultancy experience. Inspire, coach and develop high performing teams, fostering a culture of creativity, collaboration, and excellence. Build and maintain a strong external presence through thought leadership, speaking engagements, and social media (e.g. LinkedIn). What we are looking for Consulting experience, ideally within Big 4. Deep Sector expertise in FS, in particular Insurance, with a strong understanding of market trends, regulatory landscape, and customer needs. Strong knowledge and experience of Service Transformation, leveraging technology such as CRM & CCaaS platforms (e.g. Salesforce, MS Dynamics, Google Dialogflow, Nice, Genesys etc), customer care operations and customer journey design. Proven track record of delivering complex transformation programmes in the insurance sector. Respected industry leader with a visible online presence and a strong network of insurance sector contacts. Passion for innovation and a human centred approach to problem solving. Experience working in or leading a sector focused team within a consultancy is highly desirable. What you will bring A good fit for this role will bring many of the skills, experience, and attributes below Strategic Leader - Capable of managing high performing teams while delivering impactful approaches that drive measurable results for our clients Experienced seller - a proven track record of identifying and driving potential opportunities with clients that will open up areas for frog to expand Pragmatic problem solver - adopts a proactive and flexible approach, focused on finding practical solutions and reducing complexity to drive results Collaborative team player - Builds strong relationships and works effectively across diverse stakeholders. Commercially astute - develops programmes of work that deliver commercially for both client and frog, is contractually savvy and takes a balanced approach to risk management Excellent interpersonal skills - Builds trust and fosters strong connections with colleagues, clients, and stakeholders. Adaptable and agile - Thrives in dynamic environments and embraces modern, agile ways of working Intellectually curious - seeks new and different ways of doing things and applies intellectual rigour to developing points of view and proposals Storyteller - can engage and excite across colleagues and clients alike through well crafted stories and messaging It would be a bonus if you had: Experience working with at least one of these platform providers - Salesforce, Microsoft Dynamics, Nice, Genesys, AWS, Google Dialogflow We don't just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you whole self to work. We aim to build an environment where employees can enjoy a positive work life balance. We embed hybrid working in all that we do and make flexible working arrangements the day to day reality for our people. All UK employees are eligible to request flexible working arrangements. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy. CSR We're also focused on using tech to have a positive social impact. So, we're working to reduce our own carbon footprint and improve everyone's access to a digital world. It's something we're really serious about. In fact, we were even named as one of the world's most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you'll join a team that does the right thing. Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice. About Capgemini Invent Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55 year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end to end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion. Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who: Declare they have a disability, and Meet the minimum essential criteria for the role. Please opt in during the application process.

Overview The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features. (Note: This description has been reformatted from the original to meet the required formatting standards while preserving content.) About the Role In this opportunity as a Customer Success Manager (Tax & Trade), you will play a critical role in driving customer value, adoption, and long term success. You will serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives. Your Responsibilities Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance. Design and execute tailored customer success plans aligned to each customer's objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization. Proactively identify retention and churn risks, develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals. Conduct regular customer check-ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities. Monitor and analyze product usage and adoption trends, identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health. Track and manage key success metrics, including customer health scores, adoption of new features, time to first value, and overall satisfaction. Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross-sell initiatives, while helping customers evolve and challenge their goals. Act as the voice of the customer, gathering insights and feedback to inform product development, roadmap prioritization, and go-to-market strategies. Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions. Partner cross-functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans. Success in this role is measured through strong customer outcomes, high retention rates, increased product adoption, and long-term customer advocacy. About You You're a strong fit for the role of Customer Success Manager if you bring the following experience, skills, and mindset: Bachelor's degree, preferably in Law, Business, Finance, Economics, or a related field (or equivalent professional experience). 3-5 years of relevant experience in Customer Success, Account Management, Consulting, or a client-facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments. Strong interest in technology and software solutions, with a willingness to learn and work with innovative, AI-enabled products. Proven ability to build trusted, long-term customer relationships and engage effectively with stakeholders at multiple levels. Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action. Excellent communication, presentation, and stakeholder-management skills. Positive, customer-centric attitude with strong problem-solving capabilities and a proactive approach to managing risk and change. Demonstrated ability to work effectively in cross-functional teams, contributing to shared goals and exceptional customer experiences. Comfortable operating in a regulated and detail-oriented domain, balancing customer needs with compliance and product best practices. What's in it For You? Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on

# Our Privacy Statement & Cookie Policy The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features. About the RoleIn this opportunity as a Customer Success Manager (Tax & Trade) , you will play a critical role in driving customer value, adoption, and long term success. You will serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives.You will: Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance. Design and execute tailored customer success plans aligned to each customer's objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization. Proactively identify retention and churn risks , develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals. Conduct regular customer check ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities. Monitor and analyze product usage and adoption trends , identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health. Track and manage key success metrics , including customer health scores, adoption of new features, time to first value, and overall satisfaction. Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross sell initiatives, while helping customers evolve and challenge their goals. Act as the voice of the customer , gathering insights and feedback to inform product development, roadmap prioritization, and go to market strategies. Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions. Partner cross functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans.Success in this role is measured through strong customer outcomes, high retention rates, increased product adoption, and long term customer advocacy. About YouYou're a strong fit for the role of Customer Success Manager if you bring the following experience, skills, and mindset: Bachelor's degree, preferably in Law, Business, Finance, Economics, or a related field (or equivalent professional experience). 3-5 years of relevant experience in Customer Success, Account Management, Consulting, or a client facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments. Strong interest in technology and software solutions , with a willingness to learn and work with innovative, AI enabled products. Proven ability to build trusted, long term customer relationships and engage effectively with stakeholders at multiple levels. Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action. Excellent communication, presentation, and stakeholder management skills. Positive, customer centric attitude with strong problem solving capabilities and a proactive approach to managing risk and change. Demonstrated ability to work effectively in cross functional teams , contributing to shared goals and exceptional customer experiences. Comfortable operating in a regulated and detail oriented domain , balancing customer needs with compliance and product best practices. Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion,

Multi Channel Engagement Team Leader (Customer Service) Department: Customer Engagement Employment Type: Full Time Location: Trimble Offices, Morley Compensation: £30,000 / year Description About the team: At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items. With a focus on reCommerce, reuse and recycling, we're driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we're scaling rapidly and making a positive global impact. About the role: We're building a new Multichannel Customer Team to deliver high-quality customer experiences across a range of contact channels including phone calls in and outbound across customer service and buying, emails, and more. This is a hands on leadership role, where you'll drive performance, quality, and customer satisfaction - ensuring that your team delivers consistently excellent service across all channels. You'll balance day to day operational oversight with coaching, development, and continuous improvement. The role requires someone who is confident in managing across multiple platforms, experienced in leading people through change, and passionate about building a culture of ownership, care and adaptability. Key Responsibilities Lead, coach, and support a team of Multichannel Advisors, ensuring high levels of engagement, morale, and performance. Conduct regular 1:1s, quality reviews, and team meetings, QA's under People Management. Identify skills gaps and deliver targeted coaching or training Set clear goals and expectations, and ensure accountability Support onboarding and upskilling of new team members Monitor team performance across all channels, communication channels with the customer, and lead your team to high performance and productivity. Ensure customer SLAs and KPIs (response times, quality, customer satisfaction) are consistently met or exceeded Manage scheduling, workload balancing, and resource planning to meet contact demand Handle real time escalations, complaints, or complex queries as needed Identify recurring issues, friction points or inefficiencies, and contribute to service improvements Provide feedback to wider teams on customer pain points, product/service issues, or process improvements Support the implementation of new tools, processes, and systems within the team Collaborate with other team leaders and departments to ensure seamless end to end customer experiences. Lead and be part of the development of the new team, sharing ideas, best practices, suggestions so that this is a success. Drive and lead in data that shows customer demand, trends utilising lean processes to be more effective and aid performance. Skills, Knowledge and Expertise Essential Skills & Experience: Proven experience in a customer service/contact centre leadership role minimum 2 years Strong people leadership and coaching skills, with the ability to bring out the best in others A solid understanding of multichannel environments and customer expectations across phone, email, chat, etc. Confident using data to monitor team performance and drive improvement Excellent communication skills - empathetic, clear, motivating Comfortable with change, and able to lead others through transitions Highly organised, calm under pressure, and solution focused Nice to Have (But Not Essential) Familiarity with CRM and contact centre technologies Experience in sales

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. As Vanta's EMEA Customer Success Manager for the Commercial Segment, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialised solutions. By combining your customer centric approach with expertise in Vanta's products and security best practices, you will contribute to the overall success and satisfaction of Vanta's customers in achieving robust security and compliance outcomes through retention of customers and health of the book of business. Vanta's success over the last year was exponential and we are now working to solve the problem of how to provide world class customer experience to as many security minded software companies as possible. As Vanta's Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy. What you'll do as a Customer Success Manager at Vanta: Lead post sales activities for Vanta's customers through onboarding, implementation, product expertise, renewal and identifying upsell opportunities. Carry a book of business of 50 customers ranging 401 to 2000 employee accounts. Partner with Account Managers to drive renewal and expansion opportunities within your book of business. Act as the voice of the customer within Vanta. Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines. Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (e.g., SOC 2, ISO 27001, GDPR, HIPAA, ISO 42001 and Custom Frameworks), Trust Reports, and Risk Management solution. Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform. Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy. Influence Vanta's strategy and product priorities to drive adoption and retention by being the voice of the customer. Work cross functionally to resolve customer business issues and work toward mutual goals. How to be successful in this role: Have 4+ years of experience in Customer Success at a SaaS company. Experience with high end exposure to C level executives, and ability to build strong trusted relationships. Providing top notch account management and relationship building through various means: Quarterly Business Reviews, Health Check Ins, and Executive summaries etc. Ability to be nimble and agile in an environment where shifting priorities are expected. Experience working in the security or compliance industry is preferred. Clear and thoughtful communication skills, with strong critical thinking ability. Highly empathetic to customers, with a proven track record of long term customer retention. Experience with hitting retention targets and creating happy, healthy customers. Technical competency to understand Vanta's software and build great relationships with highly technical customers. Stellar problem solving chops, and enthusiasm for making a large impact early on at a start up. Open to using AI to amplify skills and strengthen work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact. What you can expect as a Vanta'n: Industry competitive salary and equity. 100% covered medical, dental, and vision benefits with dependents coverage. 16 weeks paid parental leave for all new parents; health & wellness stipend. Remote workspace, internet, and mobile phone stipend. Commuter benefits for team members who attend the office. Pension matching. 25 days of annual leave per year and unlimited sick time. 8 company paid holidays. Virtual team building activities, lunch and learns, and other company wide events! Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney. At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply. About Vanta We started in 2018, in the wake of several high profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous-not just a point in time check- is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust- all in a way that's real time and transparent.

About incident.io incident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability. We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop. Since launching in 2021, we've helped over 1,500 companies, including Netflix, Airbnb, and Block, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io to restore services faster, stay aligned under pressure, and focus on building what matters. We're a fast-growing, highly ambitious team that cares deeply about our customers, product quality, and making it magic. We've raised $100M from Index Ventures, Insight Partners, and Point Nine, alongside founders and executives from world-class technology companies. The Team Our Customer Success organization is at the heart of incident.io. The team has an exceptional ability to understand customer challenges and deliver Incident Management solutions that truly resonate and make an impact. We believe in a customer-led product approach, collaborating seamlessly with our Product team to uncover, understand and address the unique needs / challenges of each customer. Our mission and goals go beyond satisfaction-we strive to delight customers at every stage of their journey, building and fostering long-term relationships built on trust, shared success, and mutual growth. The Enterprise CSM team work with some of the most iconic enterprise technology brands-Intercom, Etsy, Miro, HashiCorp and StubHub, to name a few-helping them unlock and realize the full value / potential of incident.io. They are the primary advocate and strategic partner for our largest and most impactful customers owning everything post-sales, ensuring our customers feel heard, understood and consistently realize value from our platform and all of it's offerings. What you'll be doing: Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value. Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. You'll regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions. Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary. Identifying and driving expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io. Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success. What experience you need to be successful: Ample experience in Customer Success, Account Management, or a related role with enterprise SaaS customers, with a proven track record of driving adoption, retention, and growth in large, complex accounts. Exceptional relationship-building and communication skills, with the ability to engage stakeholders at all levels. Experienced in partnering / collaborating with Product, Engineering, and Sales teams to align on customer needs, simplify technical details, debug issues, and identify opportunities. Strong problem-solving and strategic thinking skills with a proactive approach to addressing customer challenges and delivering results making their experience with incident.io magic. Desire to work in a fast-paced start-up environment where things can be ambiguous and you need to operate with autonomy. What we offer: We're building a place where great people can do their best work-and that means looking after you and your family with benefits that support health and personal growth. Market leading private medical insurance Generous parental leave First Friday of the month off Generous annual leave/PTO allowance Competitive salary and equity Remote working and personal development budget Enhanced pension/401k

Customer Success Manager (Fluent French Speaker) UK Remote & Travel At Dexory, we're redefining warehouse automation through AI, robotics and real-time data. As we rapidly scale to meet demand from leading global logistics and retail companies, we need a highly agile, resilient and strategic supply chain to support our growth. Our mission is to become the most dominant force in warehouse automation and that includes building world-class operational infrastructure behind the scenes. Role As a French speaking Customer Success Manager (CSM), you will be instrumental in ensuring our customers derive maximum value from our platform,DexoryView. You will act as a strategic advisor and relationship manager for a portfolio of key clients, helping them onboard successfully, adopt the platform fully, and achieve measurable business outcomes. Your commercial insight, customer-first mindset, and ability to drive long-term relationships will be essential in delivering ROI and expanding account value over time. This role includes regular travel to client sites across the UK and Europe. You'll engage stakeholders across warehouse, operations, and leadership teams to interpret insights generated by DexoryView, helping teams unlock the full value of their data. You'll provide training, implementation guidance, and business context to ensure successful outcomes across entire organisations. Responsibilities Lead customer onboarding, acting as the primary point of contact to ensure a smooth and value-driven implementation process. Develop strong, trusted relationships with key stakeholders at all levels, understanding their strategic goals and aligning DexoryView's capabilities accordingly. Deliver customer training and workshops onsite and virtually, ensuring teams are confident using the platform and fully understand its benefits. Create and manage Success Plans for customers, mapping business goals to platform usage, with clear KPIs and milestones. Monitor account health through usage data, feedback, and engagement signals to proactively address risks and drive retention. Own customer renewals and upsell opportunities, identifying ways to expand usage and advocate for new features that meet evolving needs. Collaborate with Sales, Product, and Engineering teams to ensure the customer voice is represented and customer outcomes are delivered. Gather and report customer feedback, using insights to shape ongoing product development and customer enablement strategies. About you Proven experience in aCustomer Success, Solutions Engineer, or Commercial post-sales role, ideally within a SaaS or data-driven technology company. Strong commercial acumen with a track record ofdriving renewals, expansions, and long-term account growth. Excellent communication and presentation skills, capable of engaging technical and non-technical stakeholders. Comfort working withdata-driven insights- able to interpret and explain high-level warehouse or operational metrics and trends. Experience in deliveringonboarding, training, and customer-facing workshops, both in person and virtually. Highly proactive, organised, and able to manage multiple client relationships and priorities simultaneously. Willingness totravel frequently across the UK and Europe to support client relationships (estimated 1+ day/week). Work comfortably with dashboards and back-end systems to track usage trends, guide data-driven conversations, and assist customers in interpreting operational insights, fixing deployment issues, trouble shooting problems. Operating Principles Performance:High standards, outstanding results, Commitment:All in, every time One team:One mission, shared success Joining our team and company isn't just about expertise; it's about embracing uncertainty with ambition. We're crafting world-changing solutions, fueled by a passion to redefine what's possible. We will look for you to help create and shape the future of logistics solutions through our products, our culture and our shared vision. Benefits Private healthcare via Bupa with 24/7 medical helpline Life insurance Income protection Pension: 4+% employee with option to opt into salary exchange, 5% employer Employee Assistance Programme - mental wellbeing, financial and legal advice/support 25 holidays per year Full meals onsite in Wallingford Fun team events on and offsite, snacks of all kinds in the office AAP/EEO Statement Dexory provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Please note: We are unable to provide sponsorship or relocation for this role.