FintechOS

Account Manager

• Own and manage a portfolio of accounts, ensuring long-term customer success, retention, and growth while keeping gross margin within target
• Build and nurture relationships with key stakeholders, including C-level executives, acting as a trusted advisor
• Drive account development strategies and identify upsell and cross-sell opportunities aligned with customer goals
• Support customer adoption, expansion, and continuous platform optimization
• Collaborate with customer success teams on onboarding, delivery, and ongoing engagement
• Monitor account health, proactively address risks, and identify opportunities to improve customer satisfaction and outcomes
• Own contract renewals, commercial discussions, and negotiations
• Represent the customer internally by sharing feedback with product, marketing, and leadership teams
• Participate in client planning, executive business reviews, and account roadmaps
• Contribute to a collaborative, results-driven, and customer-centric culture

Customer Success Manager

• Own the end-to-end customer success plan from late-stage presales through implementation, go-live, adoption, live service and future priorities.
• Translate contractual commitments into outcome-based plans with owners, milestones, decisions and success measures.
• Act as the primary point of operational accountability across implementation, upgrades and ongoing services.
• Lead implementations and direct cross-functional delivery efforts, setting priorities, driving decisions and removing blockers.
• Maintain integrated views of scope, milestones, budget, quality, dependencies, risks and customer actions.
• Identify delivery risks, challenge unrealistic plans, and lead mitigation or recovery plans.
• Ensure readiness for testing, go-live and stabilisation, including acceptance criteria and transition into support.
• Establish customer governance through operational reviews, steering committees, QBRs and executive engagement.
• Provide evidence-based reporting on progress, decisions, risks and corrective actions.
• Build trusted relationships with senior business, technology and operations stakeholders.
• Own operational customer satisfaction and confirm concerns have been resolved.
• Partner with the Account Partner on delivery, value, commercials and future priorities.
• Ensure clean transitions into support and maintain operational visibility across active delivery and live solutions.
• Prioritise incidents and service requests according to customer and business impact and progress them through resolution.
• Lead customer communications during significant service issues and address root causes and preventive actions.
• Monitor support performance, recurring problems and platform stability, escalating systemic issues.
• Define and track adoption, usage and benefit-realisation measures connected to the customer’s business case.
• Lead value reviews and QBRs demonstrating outcomes, priorities, risks and the forward roadmap.
• Represent the customer in Product and roadmap discussions without making unapproved commitments.
• Identify expansion opportunities and bring them to the Account Partner.
• Support renewals and extensions through demonstrated value, delivery credibility and customer relationships.