Client Success Manager
London, England
Client Services /
Full-time /
Hybrid
The Client Services team at FundApps is made up of 24 people with roles in Implementation, Client Success and Client Experience (CX). Teams are based in our offices in London, New York and Singapore. We have a passion for excellent client service and set the bar high.
In seeking to expand the team further, we are looking for two Client Success Managers in London who can help us scale the business whilst continuing to maintain our high client satisfaction rating (currently 100%) and market-leading Net Promoter Score (60).
The Client Success team sits within the broader Client Services team and has overall responsibility for ensuring clients are getting as much value as possible from our products and services. Whilst the key objectives for both roles remain the same - helping clients obtain value from our services by enhancing understanding and adoption - the methods and approach will differ.
- One role is more of a traditional Client Success Manager, supporting a portfolio of clients on a “one-to-one” basis.
- The other role will focus on establishing ways of supporting our clients by leveraging technology, automation, data and scaled strategies to promote adoption and expansion across the global client base.
Both positions require a blend of technical acumen, data analysis, communication, client success and strategic thinking. The Client Success Manager’s key measure of success is not only ensuring client satisfaction from an operational perspective, but how efficiently and effectively we are able to achieve this.
Your responsibilities will include:
- Owning and driving strong relationships with a portfolio of clients either via a predominantly “one-to-many” or “one-to-one” approach (depending on the role) and establishing best practices for client success
- Gathering and analysing data to assess client health and implementing repeatable strategies to drive product adoption, growth and client satisfaction and to mitigate churn risk
- Establishing consistent touch points with clients, with one role more focused on “in person” and the other role focused on tech and automation
- Collaborating with Product by communicating client requirements and potential product enhancements
- Collaborating with Client Experience to identify thematic support issues and creating scale solutions and resources whilst promoting client self-service and assisting with optimising our existing client self-service resources - including but not limited to the Help Centre, Learning Hub and Community platforms
- Identifying additional ARR opportunities by establishing which clients have growth potential
What you’ll bring to the team:
- Relevant experience in a similar role, preferably within a financial SaaS or RegTech company in a Client Success function
- A strong understanding of client management systems, processes and metrics
- A proactive, resourceful mindset focused on delivering value and enhancing client relationships
- Ability to learn required technical and financial knowledge relating to FundApps e.g. financial instruments, trading terminology, Shareholding Disclosure and Aggregation methodology
- Ability to adapt to change quickly and handle a fast-paced, challenging environment
- Excellent communication skills, both written and verbal coupled with excellent organisational skills and a passionate, dedicated and solutions-focused attitude
- Experience of working with asset managers, hedge funds, pension funds and/or banks
- An understanding of financial regulation is a bonus and specifically
- Shareholding Disclosure regulation
- Conversational ability in another European language, particularly French, German or Dutch
- Experience of using any of the following would be helpful: Slack, ClientSuccess, ShortCut, DataDog and Notion
Bonus Points
£55,000 - £65,000 a year
dependent on experience
A couple of important details
We require permission to work in the UK without sponsorship.
We work hybrid and ask that new FundAppers work at our shiny London office 3 days per week during their probation period to make the most of getting to know the business and other FundAppers.
About FundApps
FundApps is a bootstrapped SaaS scaleup that helps investment managers monitor and comply with worldwide regulations. We were one of the world's first "RegTechs" and we're shaking up an entire industry. Our clients love what we do and this has led to phenomenal consistent revenue growth.
Our first area of focus was to help managers with Shareholding Disclosure, a complex regulatory problem without a fit-for-purpose solution in the market. Since that time, our service has become the undisputed market leader with over 130 clients. We have also added new ground-breaking services - Sensitive Industries and Position Limits - and in 2023, introduced Filing Manager, a one click filing service to take our solution to the next level .
Every day, our service monitors a collective US$19 trillion in assets under management on behalf of clients ranging from small US Hedge Funds to French Investment Banks to the largest Sovereign Wealth Fund in the world.
We’re a growing team of 130 FundAppers and over 35 nationalities at last count. We have offices in London, New York and Singapore and remote employees spread across the globe. In 2018, we became a Certified B Corporation and in 2019 were recognised as a B Corp 'Best for the World - Workers' Honoree - highlighting our commitment to doing good by our people. We are working towards an ambitious target of being carbon neutral by 2027.
Life at FundApps
🕐 Work/life balance with flexible hybrid working
💚 Wellbeing benefits such as private health insurance, a flexible stipend, mental health coaching and a Headspace subscription
💰 Matched pension contribution up to 10%
💰 Peer micro-bonuses through Bonusly
🎓 £1,000 learning budget each year and unlimited professional development leave
💡 Peer-led ‘Brown-bag lunch’ learning sessions and an annual Learning Festival
🚢 25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years
🧳 5 Years @ FundApps - additional 4 weeks paid holiday leave during your 5th year as a FundApper
👶 26 weeks leave for all new parents regardless of gender, location or family structure
❤️ Volunteering leave
🎁 Birthday off
👩🏾🌈👦🏼🌏👵🏼👳🏽👽
We are proud of the diversity of all FundAppers - it makes us strong. You will find flexibility around religious observances, our national flags all around the office, and Pride celebration! If you’re looking for a workplace where you can just be yourself, you’re in the right place.
Your privacy
Any information you submit through our job application process will be used for the purposes of assessing your fit for a role at FundApps. We may also retrieve and store information from your public social media profiles for the same purpose. By applying for this position, you consent to your data being processed in accordance with the FundApps privacy policy.
