Were Hiring: Customer Success Leader (B2B Focus | Fintech) - Perm - EdinburghAre you an experienced customer support leader ready to drive real strategic change? Were looking for someone who can elevate our B2B service model moving beyond tactical support to deliver outcome-based, customer-first solutions.In this senior role, youll lead a talented team to deliver an exceptional customer experience, embed data and insights into everything we do, and build a scalable support function that drives business growth.You'll work closely with our Head of Operations, and Head of Customer, playing a key part in shaping our future service strategy and exceeding industry standards.What youll be doing: Own the end-to-end customer outcomes for your team, ensuring service targets are exceeded Transform workflows and drive operational improvements to boost customer satisfaction Shift the mindset from reactive to proactive, embedding outcome-led support practices Enhance customer communications for our diverse B2B customer base Own and refine customer service processes and controls, ensuring continual improvement Build insightful reports from customer data, presenting trends and recommendations to senior leadership Act as a key escalation point, collaborating across Operations, Product and EngineeringThis role is for you if you have: Extensive leadership experience within Customer Support, ideally in a B2B or fintech environment Deep industry knowledge, particularly around SIPP, ISA, and GIA wrappers Strong technical expertise youre comfortable operating in an API-led, tech-driven setting A proven track record of building, mentoring, and leading high-performing teams Excellent communication skills across technical and non-technical audiences A data-driven mindset with strong analytical abilities Hands-on problem-solving skills and a passion for continuous improvement Experience presenting to senior stakeholders and influencing strategic decisionsWhats in it for you: Salary between 50,00070,000, depending on experience (reviewed annually) A generous benefits package focused on what really matters to our people
Job Title
Manager of Customer Success