Customer Success Manager

About Aiviq

Aiviq is a fintech company transforming how asset managers globally process, analyse, and leverage their data. Our solutions power critical business processes for leading financial institutions worldwide, helping them drive efficiency and growth.

About the opportunity

We are creating a new Customer Success Manager role, sitting alongside our Customer Services team and reporting directly to the Head of Operations. You will own the day-to-day health of our customer relationships, keep senior sponsors informed and confident, and make sure our customers are getting maximum business value from our cloud-based data and analytics platform.

You will be the person our customers trust to tell them what is really happening, and the person our internal teams turn to understand our customers needs and expectations. Sales will continue to own the commercial and contractual relationship; your focus is the growth, retention and satisfaction of our client base, through operational success, adoption and advocacy.

This is a foundational hire. You will be writing the playbook rather than inheriting one, backed by a leadership team that understands why this role matters, and early on you will be hands-on with planning, prioritisation and follow-through across multiple Aiviq teams.

What you will be doing

Relationship and stakeholder management

• Own the business and operational relationship across a portfolio of Investment Manager customers, acting as the primary channel for communications to and from senior sponsors and ensuring messages are timely, accurate and pitched at the right level.
• Build and maintain customer success plans capturing each customer’s strategic objectives, use cases, stakeholders and measures of success.
• Facilitate regular service and business reviews covering service performance, delivery progress, data quality trends and roadmap alignment.
• Maintain a live view of customer health and stakeholder mapping, combining service metrics, engagement, adoption and sentiment so that emerging problems, sponsor changes and single points of dependency are spotted early.

Operational oversight and prioritisation

• Own the view of relative priority across your portfolio: where Aiviq's attention is most needed, and why. Day-to-day ticket triage and resolution remain with the Head of Customer Services.
• Work with the Heads of Operations, Customer Services, Professional Services and Product to agree how Aiviq's specialist capacity is allocated, arriving with a clear, evidenced recommendation.
• Work with Professional Services project managers on in-flight implementations, supporting customer readiness and a clean transition into production.
• Convene the right internal people to unblock issues and keep commitments visible, and feed recurring themes back into Product, Engineering and Operations as structured improvement opportunities.

Escalation and incident communications

• Be the visible point of contact when there is a significant customer escalation, owning the customer-facing narrative from initial escalation through to closure, and knowing when to escalate internally.
• Deliver clear, honest communications and coordinate the internal response, setting realistic expectations on both sides so that issues feel managed and controlled rather than chaotic.
• Lead post-incident follow-up, including root cause summaries, remediation plans and the actions needed to rebuild confidence.

Product releases and adoption

• Represent the customer voice in roadmap discussions and channel structured feedback into Product.
• Stay ahead of the Aiviq roadmap and release schedule, understanding what each new capability means in practice for each of your customers.
• Translate upcoming features into customer-specific benefits and build the case for adoption with the right stakeholders.
• Drive release readiness with customers, covering communications, timing, enablement, testing and sign-off, then track adoption and intervene where value is not being realised.

Working with Sales

• Partner closely with Sales, sharing intelligence on customer health, stakeholder changes, satisfaction and emerging needs, and supporting reference customers, case studies and advocacy where customers are willing.
• Identify and qualify expansion signals, such as new use cases, teams, data sources or geographies, and hand them to Sales cleanly and early.

Building the function

• Help define Customer Success at Aiviq: playbooks, health scoring, escalation protocols, review cadences and tooling.
• Report on customer satisfaction, engagement and adoption to the Operations leadership team, championing the customer internally, constructively and with evidence.

What you will need

• Substantial experience in customer success, client service or account management within B2B SaaS, fintech or data, including personal ownership of a portfolio of enterprise customers.
• A track record of trusted relationships with senior stakeholders, and the confidence to handle difficult conversations.
• The seniority and self-direction to operate without a playbook and, initially, without a team, setting priorities that reflect both customer and Aiviq business value.
• Experience in the asset or wealth management industry and with enterprise data platforms.
• Excellent written and verbal communication, with the credibility to present to a senior sponsor, and strong negotiation and influencing skills applied as much internally as externally.
• The ability to translate in both directions: technical detail into business meaning, and business need into something services and engineering teams can act on. You need not be an engineer, but you must be comfortable with data concepts and unafraid of detail.
• Strong organisational skills to balance multiple customers, priorities and internal teams at once, with sound judgement on when to escalate, when to reassure and when to say no.

What we look for

• A passion for customer success and for building strong, long-lasting customer relationships
• Calm under pressure. The kind of person whose presence lowers the temperature in the room
• Confidence and credibility without ego. Trusted by senior customers, and keen to build something new
• A collaborative mindset that embodies Aiviq's core values of collaboration, openness, innovation and respect, and an open mind that brings diversity of thought

How your success will be measured

• Customer satisfaction (CSAT) across your portfolio
• Customer engagement and health scores, and adoption of new product releases
• Quality and timeliness of escalation and incident communications
• Customer retention and advocacy, and the quality of opportunities handed to Sales

What we offer

• The opportunity to define a new function, and a clear path towards leading it as we grow
• Career growth in a collaborative, globally expanding fintech, with development support
• Where of interest, opportunities to work from other global locations as our international teams grow

Based in London, with home-working flexibility, though we will expect you in the Aiviq office or at customer sites as required, including travel where the relationship calls for it. Aiviq is an equal opportunity employer and values diversity in our workforce.