Senior Customer Success Manager

Finverity is built with a start-up DNA leading to our flat structure, open-mind and continuous thrive for improvement. This means that everyone gets an opportunity to shape what they do in their role, work in a way that they would like and see a real difference they are making. Our company values are Growth, Creation, Transparency, Trust, and Care. These are not just words on the wall for us. We are looking for people who truly embody those attributes. You will need to be ready to push your boundaries and take responsibility, enjoy building something new and the experimentation that comes with it, be comfortable being open and speaking freely, trust your teammates and the journey, and look to make a positive impact. That's a long sentence, right? Just like any journey to success!

About the role We are looking for a Senior Customer Success Manager to join our Product team and help us ensure our growing list of customers and partners can seamlessly and successfully use our products to achieve their desired goals.

What you will be doing (Responsibilities)

• Creating and running scalable/automated customer onboarding and training programmes.
• Leading product demos and onboarding sessions with current, new, and potential customers/partners.
• Performing regular product audits and advising the CPO on initiatives to prioritise for the customer base and, more importantly the initiatives to de-prioritise. We have a lot of demand from a range of customers with varying use cases, and we need a person who deeply understands their needs and can advise our product team on the customer problems that should be prioritised.
• Documenting requests/feedback from customers for review and prioritisation by the product team.
• Preparing briefing papers for the product team in advance explaining customer problems in detail - this ensures that the product team has all the context it needs before working on a prioritised initiative.
• Participating in concept reviews with other stakeholders by providing customer feedback on prototypes.
• Organising usability tests with clients to help the product team learn how to optimise solutions.
• Hiring and training an exceptional customer success team to help you deliver on the above.
• Act as a proxy Product Owner in integration and customisation projects

What you'll need (Qualifications) Must have

• Minimum 5 years experience in a product or customer success role at a Fintech (ideally in supply chain finance).
• Ability to run demos and training sessions with customers.
• Outstanding communication skills, both written and verbal.
• Ability to switch between communication styles between technical and business-oriented audiences.
• You're a self-starter, you can take initiative without waiting for direction;

Perks and Benefits

• Attractive compensation. Competitive market rates and a chance to benefit from the upside of our future unicorn's growth via equity options.
• Flexible working. Work how and where you like due to our flexible working arrangement split between working at the office and at home, unless you are in the field with clients!
• Amazing team. Gain an opportunity to work with a talented, inspired and supportive team from a broad range of cultural backgrounds and experiences.
• Latest tech. Get all of the best technology and tools you need to do your best at work.
• Self-improvement fund. We provide extra funds for learning and development.
• Annual company retreat. We also find time to get together somewhere sunny to get to know each other, strategise and have fun.
• Work-life balance. Enjoy 25 days of paid holiday time to rest and recuperate.