Customer Success Manager

CUSTOMER SUCCESS MANAGER Robert Half is partnering with a fintech firm in search for a Customer Success Manager based in London. NB Requirement Contract renewal experience B2B Hybrid - 3 days in office Salary - £50 000 - £60 000 (DOE) Role: Reporting to Customer Support Team Lead, the Customer Support Executive will be Responsible for reactively engaging with the companies customers to help with day-to-day queries, ensuring issues are resolved quickly and effectively, by providing excellent first-line product support and customer service. Responsibilities: Provide first-line customer support, ensuring queries are resolved within agreed SLAs and KPIs. Ensure GDPR compliance and best practice in all customer interactions. Monitor and action support tickets, escalating to second-line support when needed. Maintain up-to-date CRM records for full visibility across teams. Develop strong product knowledge to effectively troubleshoot and assist customers. Manage and escalate customer complaints appropriately. Ensure client use of the platform complies with contractual terms. Complete ad-hoc reporting and tasks to support business and client needs. Experience: Have experience in a customer facing Application Support or Technical role Have experience in team management preferred or who are looking to develop into team lead role Have a strong technical background; basic knowledge of databases, APIs and web technologies (HTML, PHP, JAVA) are strongly desired and an understanding of Google Analytics is preferred Good understanding of Excel Please reach out should this role align with your experience and career path!

Location: London, GB

Posted Date: 5/1/2025