Role Description As a Senior Customer Success Manager at My Money Matters, you’ll own a portfolio of approximately 200 Tier 3 partner accounts through a scalable, digital-first model, organisations with up to 1,000 employees. You’ll drive retention, renewals and commercial growth, while also helping build the processes, tooling and frameworks that make the Customer Success function genuinely excellent. We’re looking for someone who brings energy, speaks up, and is comfortable challenging constructively. This role suits someone adaptable and hands-on, who thrives in a fast-moving environment and wants to help shape how we operate, not just follow a process. What You’ll Be Doing - 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. Qualifications - 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. Requirements - Experience working with public sector organisations, including NHS or local government. - Exposure to financial wellbeing, employee benefits, SaaS, payroll, or service-led industries. - Experience within a scaling Customer Success environment. - Exposure to renewals, upsell activity, or commercial collaboration with Sales. 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. Recruitment Process - Stage 1 — People & Culture Call - A conversation about your experience, motivations, and cultural fit. - Stage 2 — Hiring Manager Interview - A 1-hour competency-based interview covering Customer Success experience, commercial thinking, and customer engagement approach. - Final Stage — Panel Interview & Practical Exercise - A collaborative final-stage interview with a relevant practical exercise.

• Responding to members’ queries regarding our products and services. • Monitoring of member accounts, including debit card transactions, fiat and bitcoin transfers, etc. • Addressing members in a professional, respectful and friendly manner. • Taking ownership of members' issues, following up on outstanding requests, and escalating issues when necessary. • Onboarding of prospective members - assisting them from applying for membership until they are fully onboarded. • Conducting Zoom calls to assist prospective members with the onboarding process. • Educating prospective members queries regarding our products and services, and conducting Zoom calls when necessary. • Monitoring of queues in Kustomer to check for prospective members stuck in onboarding process and reaching out to them if necessary.

• Lead end-to-end onboarding for our larger customers, including kick-off calls, account configuration, CRM integrations, and live training. • Conduct thorough data discovery and compensation plan mapping across multiple systems and data sources. • Act as a compensation process expert - educating customers on best practices for plan creation, modeling, and CRM structure. • Collaborate closely with Solutions Engineers and Account Managers to deliver a cohesive, best-in-class customer experience. • Navigate multi-stakeholder environments confidently, presenting solutions to VPs, Finance, and Revenue Operations leaders. • Identify and surface upsell opportunities in partnership with the Account Management team. • Gather and synthesize customer feedback to inform product improvements. • Contribute to refining and improving the onboarding process as we scale into more premium and complex customer segments.

• Serve as a trusted advisor to customer stakeholders, guiding learning, adoption, and workforce enablement strategies that drive measurable business outcomes • Drive customer onboarding and implementation, ensuring a smooth transition from sale to activation and early value realization • Monitor customer engagement and usage trends, proactively identifying and addressing adoption risks • Build strong customer relationships to uncover expansion opportunities and support upsell and account growth • Own renewal readiness by maintaining high satisfaction, resolving issues quickly, and reinforcing ongoing value • Develop and execute customer success plans that align to business goals, milestones, and measurable outcomes • Lead periodic business reviews to assess performance, align on priorities, and identify opportunities for optimization and growth • Partner cross-functionally with Sales, Product, and Support to ensure a seamless customer experience and relay actionable feedback • Establish multi-threaded relationships across customer organizations, from end users to executive stakeholders • Develop deep expertise in CYPHER Learning’s platform and learning workflows to guide customers on best practices, enablement strategies, adoption, and long term value realization