Senior Customer Success Manager

About the role

Senior Customer Success Manager @ My Money Matters Remote-first | UK-based applicants only At My Money Matters, we believe financial wellbeing should be accessible to everyone, especially the people who keep our public services running. Right now, 72% of public sector workers are just one bad month away from financial difficulty. We exist to change that. Through innovative financial products, education, and our digital money coach, we help people take control of their financial future, whether that's buying their first home, boosting their pension, or planning for retirement. Already trusted by major organisations including the NHS, we're growing quickly and building a team of ambitious, commercially minded people who want their work to genuinely matter. The Role You'll own a portfolio of approximately 200 Tier 3 partner accounts through a scalable, digital-first model, organisations with up to 1,000 employees. You'll drive retention, renewals and commercial growth, while also helping build the processes, tooling and frameworks that make the Customer Success function genuinely excellent. We're looking for someone who brings energy, speaks up, and is comfortable challenging constructively. This role suits someone adaptable and hands-on, who thrives in a fast-moving environment and wants to help shape how we operate, not just follow a process. What You'll Be Doing Owning and developing a portfolio of Tier 3 partner accounts through a scalable, digital-first engagement model. Driving retention and renewals, monitoring customer health data to identify risks and growth opportunities early. Designing and delivering outreach cadences, engagement journeys, and feedback programmes (NPS, CSAT). Identifying and supporting commercial growth opportunities within existing accounts. Improving Customer Success processes, playbooks, reporting, and tooling, including automation workflows and health scoring. Acting as the internal expert on Customer Success tooling (we currently use Vitally) and supporting strategic initiatives including lifecycle optimisation and segmentation. Supporting escalations and complex customer conversations across the wider CS team, and informally coaching others to raise the bar. What We're Looking For We're looking for someone who combines strong customer relationship skills with commercial awareness, operational thinking, and a genuine passion for building great customer experiences. You'll bring: Experience in Customer Success, Account Management, or a similar commercial customer-facing role. Proven ability to manage a scaled or digital-first portfolio. Strong commercial awareness, comfortable spotting and supporting growth opportunities. Experience improving Customer Success processes or operational frameworks. Hands-on experience with CS platforms for health scoring, engagement, and automation (Vitally experience a plus). Strong analytical skills and clear, confident communication. It Would Be Great If You Also Had Experience working with public sector organisations, including NHS or local government. Exposure to financial wellbeing, employee benefits, SaaS, payroll, or service-led industries. Experience within a scaling Customer Success environment. Exposure to renewals, upsell activity, or commercial collaboration with Sales. Why Join My Money Matters? We're building something meaningful, ambitious, and people focused. You'll join a business where: Real ownership: You'll manage your portfolio your way, with the autonomy to improve how things work. Genuine impact: Our products directly improve the financial lives of public sector workers, you'll see that impact every day. A seat at the table: Customer Success here influences product, strategy, and commercial direction, not just support tickets. A team that gives a damn: Ambitious, collaborative people who care about what they're building. Benefits Fully remote working, with the flexibility to work from where you perform best. 25 days' annual leave, increasing with tenure, plus the option to purchase up to 5 additional days. Your birthday off. Collaborative team bonus for non-commission roles. Pension with salary sacrifice contributions, AVC options, and pension contributions on bonus earnings. Salary sacrifice schemes through Perkbox - car leasing, gym memberships, tech purchases. Medical cashback scheme. Enhanced parental leave. Recruitment Process Stage 1 - People & Culture Call - A conversation about your experience, motivations, and cultural fit. Stage 2 - Hiring Manager Interview - A 1-hour competency-based interview covering Customer Success experience, commercial thinking, and customer engagement approach. Stage 3 - Panel Interview & Practical Exercise - A panel interview with relevant team members, including a practical task designed to explore your approach to customer success scenarios and problem-solving.

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