Customer Success Manager
OphelosOur Mission
At Ophelos, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals — no matter what they’re going through.
For too long, people in debt have borne the brunt of poor industry practices. Intimidating tactics, time-consuming customer service and a one-size-fits-all approach that overlooks the reasons anyone can fall into debt in the first place. Meanwhile, businesses suffer too. Poor customer experience translates to poor customer satisfaction, high churn rates, bad brand reputation and ultimately missed opportunities.
That’s why we’re taking a radically different approach. Pioneering an industry-first AI-native collections platform, we build products that help individuals clear their debts in a way that suits them, whilst providing businesses with an improved customer experience and game-changing insights into their customer base.
Since our launch in 2021, we’ve worked with some of the UK’s leading companies, including Octopus, Scottish Power and Philips — helping millions of people move toward a more stable, debt-free future. In 2023, we were acquired by Intrum, Europe’s biggest credit management service and have begun the next phase in our growth — expansion into 17 European markets over the next two years.
Customer Success Manager
London-based (Hybrid - 3 days per week in our London office, standard Monday, Wednesday, and Thursday pattern)
About the Role
Ophelos is Intrum's centre of excellence for product, technology, and innovation, playing a pivotal role in making Intrum an agentic company. Within this ecosystem, the Market function serves as the vital adoption engine ensuring our technology lands, embeds, and transforms operations across European territories.
Within our Markets team, there is a strict distinction between Project Management and Customer Success. Where our Project Managers own short-term execution — getting work launched, unblocking rollout obstacles, and holding planning discipline to get deployments over the line — our Customer Success Managers own everything that follows. Your mandate begins once a product lands: turning that launch into sustained, expanding usage, deep local trust, and permanent operational change.
As our Customer Success Manager, you own the long-term health and growth of our products inside each market. You will not manage launch schedules or timeline checklists; you will embed with regional operational leaders to diagnose friction, onboard new clients onto the platform, and ensure local teams extract compounding value every day. You bridge regional operational realities back into central Product and Forward Deployed Engineering teams, ensuring our platforms become indispensable.
What You'll Do
Drive deep adoption and build trust on the ground: Partner directly with regional operational teams and leaders post-launch, fostering the credibility and working relationships needed to embed new habits.
Onboard new clients onto the platform: work cross functionally with the Market to prioritise onboarding of clients, define the roadmap and hold accountability for execution of the roadmap.
Spot where a market struggles and act: Proactively monitor post-rollout operational health and user engagement, offering solutions before low adoption hardens into disuse.
Build relationships: Cultivate and sustain executive-level relationships, maintain continuous operational cadences with local market leads, acting as their trusted advisor and translating ground-level feedback into actionable roadmap priorities for central teams.
Drive value realisation: Define, track, and communicate the business impact delivered through Ophelos and expand it.
Build scalable success frameworks: Design self-sustaining client onboarding programmes, playbooks, and adoption metrics from scratch so regional teams master our platform without continuous central hand-holding.
Champion agentic workflows: Guide local operational staff in deploying prompt-assisted tooling and AI-native workflows, helping them eliminate routine manual overhead and modernis