Senior Customer Success Manager

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My Money Matters

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💳 Fintech

📚 Education

☁️ SaaS

Fintech • Education • SaaS

My Money Matters is an online platform delivering tailored financial education, guidance and support to help individuals and employers improve financial wellbeing. The service offers tools and resources covering pensions (including AVCs), budgeting, insurance, tax-year planning and broader personal finance topics, packaged as a demo-able SaaS solution for employers and their employees. It provides a knowledge hub, case studies, employee/employer FAQs and wellbeing tools aimed at reducing financial anxiety and enabling better long-term planning.

📋 Description

• 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.

🎯 Requirements

• 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. • Experience working with public sector organisations, including NHS or local government (it would be great if you also had). • Exposure to financial wellbeing, employee benefits, SaaS, payroll, or service-led industries (it would be great if you also had). • Experience within a scaling Customer Success environment (it would be great if you also had). • Exposure to renewals, upsell activity, or commercial collaboration with Sales (it would be great if you also had).

🏖️ 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.