Customer Success Manager

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We’re looking for a Customer Success Manager to join our RegTech startup.

At PassFort, we share a powerful vision to enable businesses & individuals to establish trust online. We’re connecting the human concept of trust with the transformative technology of the internet.

We currently do this by giving financial services the tools they need to automate and digitalise the onboarding, verification and management of their customers - that means customers can be onboarded in real-time, and save our clients time, money, reduce complexity and improve customer satisfaction.

What you’ll be doing

As a Customer Success Manager, we want you to be a trusted advisor to our customers. You’ll have a fantastic understanding of individual businesses, and the different needs of a diverse customer base.

You will be responsible for strategic account planning and delivering Quarterly Business Reviews to demonstrate value to the customer. You’ll help to shape, and closely monitor, our customer health metrics and how each customer will measure success. Your strong relationships with customers will provide valuable insight into upsell opportunities. You’ll play a significant role in achieving our revenue goals.

You’ll be a customer champion internally, using feedback and data to have a real impact on strategy and process across the business and understand how we can better predict customer behaviour and protect against churn. You’ll get exposure to a range of different functions across the business, working closely with Solutions Engineers, Sales, Technical Writers and Customer Support to ensure a fantastic customer experience.    

It’s a fantastic opportunity to develop your career in Customer Success in a fast growing startup. 

 What we’re looking for

  • You have some experience in technology focussed customer success or customer support
  • You have experience successfully working towards a target
  • You are analytical and data driven
  • You have excellent communication skills and are able to build strong relationships internally and externally
  • You are a self-starter and love autonomy and ownership in your role
  • You are user-centric - you genuinely care about customer satisfaction and how we can deliver this as a business, and you’ll measure your success by the customer’s success
  • Desirable - experience in a startup, SaaS, or similar dynamic culture 

The Perks

  • Equity! We want you to succeed as we do
  • Great location near Bank station - easy transport links, great food, and the Thames is a hop, skip & jump away (although we're temporarily remote atm)
  • An annual learning & development budget to spend on professional or personal development, we’re invested in both
  • Birthday off - relax and put your feet up
  • Subsidised access to mental health services
  • Discounts to services and products
  • Salary sacrifice schemes via Enjoy Benefits: including Cycle to Work and Gym Membership
  • Equally Enhanced Maternity/Paternity/Shared Leave pay 
  • 25 days holiday + 8 bank holiday days you can use as and when you prefer
  • Unlimited unpaid leave
  • 1 week “work from anywhere”
  • Generous pension contributions - investing in your future is important


Or, know someone who would be a perfect fit? Let them know!

London Office

24 Cornhill
EC3V 3ND London Directions View page

Workplace and Culture

There's lots we do towards building a great culture here, but we think there's a few things that stand out

  • We couldn't be more central - next to Bank station. Easy transport links, great food, and the Thames is a hop, skip & jump away!
  • We are very dog-friendly. Our current office dogs include Penny, Buzz, Woody & Pippa.
  • We're invested in a great work life balance, and committed to ensuring you look after yourself, mentally and physically.
  • We're a social bunch, with team events, board game nights, ping pong tournaments, Friday drinks..
  • We're a bit biscuit obsessed - we'll be introducing you to a new 'guest' biscuit every month.

Already working at PassFort?

Let’s recruit together and find your next colleague.

  • Ainsley Whalen
  • Aleezay Malik
  • Alexis Fox-Mills
  • Alex Richter
  • Alice Tolson
  • Andreea Gherman
  • Angela Chieh
  • Charlotte Seabrook
  • Courtney Suhr
  • David Kenny

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