Founding Customer Success Manager at VC-backed fintech startup

Founding Customer Success Manager

VC-backed fintech startup

Job Description

Join a high-growth fintech startup building the financial home for European scale-ups. As the first Customer Success hire, you will build the function from scratch, working directly with founders and finance leads at ambitious companies. You will design onboarding processes and translate customer feedback into product improvements alongside a world-class founding team.

Location

London, UK

Why this role is remarkable

• Opportunity to build and lead a foundational function at a well-funded fintech led by industry veterans from Stripe and Wise.
• Direct impact on the product roadmap by serving as the primary voice of the customer for a category-defining AI financial platform.
• High-ownership environment with meaningful equity and a front-row seat to scaling a pre-seed startup into a global unicorn.

What you will do

• Design and own the end-to-end customer success lifecycle including onboarding, engagement, and retention strategies from scratch.
• Partner directly with startup founders and finance teams to ensure they maximize value from the platform's AI automation tools.
• Define and track key success metrics such as activation, adoption, and NPS while building scalable support and enablement materials.

The ideal candidate

• Proven experience in 0 1 environments, having scaled customer success or account management processes within the fintech or B2B SaaS sectors.
• Exceptional analytical and communication skills, with the ability to turn complex financial pain points into simple, automated product solutions.
• Deep empathy for the startup ecosystem and a proactive mindset for solving the unique challenges faced by high-growth finance teams.