Senior Customer Success Manager

Position Overview

This is more than a job. It’s a chance to build, grow, and make a real impact! Join our team as our new Customer Success Manager!

A Customer Success Manager is responsible for ensuring customers achieve value from SBS Specialised Finance solutions through proactive relationship management, customer engagement, adoption planning, retention initiatives, and strategic account development.

The role focuses on building strong customer partnerships, driving product adoption, improving customer satisfaction, supporting retention objectives, and identifying opportunities for growth within assigned accounts.

The successful candidate will manage a portfolio of customer relationships while acting as a trusted advisor and advocate throughout the customer lifecycle.

• Location: Bristol, UK
• Work model: Hybrid

Responsibilities

Customer Relationship Management

• Develop strong and trusted relationships with assigned customers.
• Serve as the primary Customer Success contact for key accounts.
• Maintain regular engagement with customer stakeholders.
• Act as a customer advocate within the organization.

Customer Adoption & Value Realization

• Drive product adoption and utilization across assigned accounts.
• Help customers achieve intended business outcomes.
• Monitor customer health and engagement metrics.
• Identify risks to adoption and develop mitigation plans.

Retention & Renewal Support

• Support customer retention initiatives.
• Partner with internal teams to improve customer satisfaction.
• Contribute to renewal planning and customer success strategies.
• Help reduce churn risk through proactive engagement.

Strategic Account Growth

• Identify opportunities to expand customer engagement.
• Support cross-sell and upsell discussions when appropriate.
• Collaborate with Sales and Account Management teams.
• Contribute to long-term account development plans.

Customer Success Leadership

• Share best practices across the Customer Success team.
• Contribute to process improvements and team development.
• Support continuous improvement initiatives.
• Strengthen Customer Success capabilities as the organization scales.

Qualifications

• Experience in Customer Success, Account Management, Relationship Management, or a related customer-facing role.
• Strong customer engagement and stakeholder management skills.
• Experience managing customer portfolios.
• Ability to build trusted relationships with customers and internal stakeholders.
• Strong communication and presentation skills.
• Proven ability to work independently while collaborating across teams.
• Comfortable working in a fast-paced environment.

Desired Skills

• Customer Success methodology
• Relationship management
• Customer retention
• Customer engagement
• Strategic account management
• Stakeholder management
• Communication and presentation skills
• Commercial awareness
• Problem solving
• Team collaboration
• Change management
• Customer advocacy

Company Overview

At SBS, we’re more than just a technology company, we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems.

As part of 74Software, we’re backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of finance.

Why SBS?

At SBS, we’re