Customer Success Manager – SaaS & FinTech

About the role

Guideline Group, through its Techdin division, is seeking a Customer Success Manager to own post‑sale customer management, product onboarding, and the overall customer experience across the lifecycle. The role works closely with Sales, Training, and Support teams to ensure customers derive maximum value from the SaaS solutions in FinTech, InvestTech, LegalTech and Business Tech.

Key responsibilities

• Guide new customers through onboarding and implementation processes.
• Monitor product usage, identify gaps or challenges, and propose improvements.
• Proactively engage customers to boost adoption, retention, and overall value.
• Collaborate with the Sales team on upsell and cross‑sell opportunities within existing accounts.
• Coordinate and refer customers to relevant training sessions.
• Maintain CRM records, generate activity reports, and ensure timely follow‑up.
• Handle customer inquiries with professional, service‑oriented support.
• Share customer insights with Product, Development, and Training teams.

Required profile

• At least 1 year of experience in Customer Success, Sales, or Account Management.
• Sales‑oriented mindset with ability to identify growth opportunities.
• Experience working with B2B customers.
• Strong task management and prioritisation in a fast‑paced environment.
• Excellent interpersonal and customer‑orientation skills.

Required skills

• Proficiency in Excel and working with reports.
• Familiarity with CRM systems.
• Basic familiarity with AI tools.
• Understanding of SaaS environments (advantage).