Customer Success Manager London

Join Yapily in revolutionising financial connectivity through Open Banking. We're seeking a high-performing Customer Success Manager to drive long-term value for our clients and support strategic growth across a diverse portfolio of customers.

This role is ideal for someone who is commercially savvy, analytically strong, and passionate about delivering measurable impact for clients.

What You'll Be Doing

• Own and grow strategic relationships across your portfolio - from C-suite stakeholders to key operational partners.
• Define and deliver customer success by developing and executing Success Plans focused on product adoption, value realisation, and growth.
• Set, track, and exceed success metrics that measure engagement, product usage, and commercial impact.
• Identify and convert expansion opportunities within existing accounts, proactively driving increased product usage and revenue.
• Collaborate cross-functionally with Product, Engineering, and Sales to ensure customer feedback informs our roadmap and priorities.
• Analyse behavioural and usage trends to guide strategic decision-making and uncover new opportunities for optimisation and growth.
• Forecast and own revenue accountability within your customer portfolio - you're a growth partner, not just a relationship manager.

What we are looking for

• 3+ years in Customer Success or Account Management, ideally in a SaaS or Fintech environment.
• Proven success managing complex relationships with both C-level stakeholders and operational contacts within a mixed portfolio.
• A strong track record of surpassing commercial targets and contributing to business growth.
• Deep analytical thinking and data fluency - comfortable working with usage metrics, financial data, and customer insights.
• Entrepreneurial drive - a self-starter who takes ownership and thrives in fast-paced environments.
• Good grasp of Open Banking, APIs, and financial infrastructure trends - or a strong willingness to learn quickly.
• Strong communication and influence skills - able to represent Yapily confidently with customers, partners, and internal stakeholders.

Why Yapily?

We're on a mission to unlock financial services through Open Banking. You'll work with innovative technology, solve real customer problems, and be empowered to take initiative. If you thrive on autonomy, impact, and learning fast - we'd love to meet you.

Interview Process

The application process includes a 30-minute phone interview with our Talent Acquisition Partners, followed by interviews with the hiring manager and team members. There will also be a Strengths & Values conversation to explore our culture and your working style. Depending on the role, you may meet with a member of the management team or complete a short technical test.

Benefits

• Competitive Pay & Equity - A great base salary plus equity, giving you a stake in our success.
• Generous Time Off - 25 days of holiday, plus bank holidays, with an extra day each year up to 5 years.
• Hybrid Working - Work from home up to 3 days a week for balance and flexibility.
• Nomad Working - Work remotely from anywhere for up to 30 days annually.
• Family First - Enhanced Maternity and Paternity leave.
• Private Medical Insurance - Coverage through BUPA.
• Mental Health Support - Access to personalised mental wellness resources.
• Future-Ready Perks - Pension, life assurance, income protection.
• Learn & Grow - £200 annual budget for personal development.
• Cycle to Work Scheme - Support for eco-friendly commuting.
• Refer a Friend - Earn £1,000 for successful referrals.
• Team Vibes - Monthly socials, team lunches, and fun activities.
• Office Snacks & Dog-Friendly Office - Daily snacks and a pet-friendly environment.

Read more about working for us here.