Customer Success Manager, FINBOURNE Technology
Plus performance based bonus.
Investment management for the modern data era
Job no longer available
Investment management for the modern data era
201-500 employees
Job no longer available
Plus performance based bonus.
201-500 employees
Company mission
To structurally reduce the cost of investing.
Role
Who you are
- Experience in Customer Success, Account Management, Consulting, or similar client-facing roles
- Background in B2B SaaS, fintech, financial services, or complex enterprise software environments
- Experience managing long-term customer relationships and driving adoption post-go-live
- Comfortable working in a fast-growing, evolving organisation where processes are still being defined
- Strong stakeholder management skills, including engagement with senior and technical client contacts
- Ability to translate complex products into clear value for customers
- Structured, proactive, and outcome-oriented approach to customer management
- Excellent communication and problem-solving skills
- Collaborative mindset with the confidence to challenge constructively
- Interest in building and shaping new functions, not just operating within existing ones
What the job involves
- We are hiring a Customer Success Manager to help establish and shape Finbourne’s Customer Success capability. This is a new role and an opportunity to influence how Finbourne partners with customers beyond go-live, ensuring successful adoption, value realisation, and long-term retention
- You will act as a trusted advisor to customers, owning the post-implementation relationship and working closely with Product, Implementation, and Support teams to deliver an excellent end-to-end customer experience
- Own the ongoing relationship with a portfolio of customers post-implementation
- Develop a deep understanding of each customer’s business objectives, use cases, and success criteria
- Drive platform adoption and ensure customers are realising measurable value from Finbourne
- Act as a strategic partner, helping customers align Finbourne’s capabilities to their evolving needs
- Define and monitor customer health metrics, adoption indicators, and risk signals
- Proactively identify and address risks to customer satisfaction, renewal, or expansion
- Lead regular customer check-ins, reviews, and success planning sessions
- Own renewals and identify value-led expansion opportunities and signals through usage patterns, operational pain points and business outcome
- Work closely with Implementation and Delivery Managers to ensure a smooth transition to BAU
- Partner with Customer Support to resolve issues efficiently and communicate trends back to the business
- Provide structured feedback to Product and Engineering based on customer insights and usage patterns
- Align with Sales on customer expectations, success outcomes, and growth opportunities
- Help define Customer Success processes, playbooks, and best practices
- Contribute to the development of success metrics, reporting, and tooling
- Act as a voice of the customer internally, helping shape Finbourne’s customer-centric culture
- Support the evolution of the function as Finbourne scales
Our take
FINBOURNE is an open platform enabling its customers to make better investment decisions. The company sets itself apart by sharing its processes and contributing to open-source software, with its consumer appeal enhanced by its emphasis on openness and transparency.
FINBOURNE's primary product is LUSID; an open, API-first, and developer-friendly cloud-based investment data platform, that is intended to fundamentally change how investment data is managed. Crucially, LUSID is aimed at everyone in the asset industry, from start-up fund managers to global investment institutions. This universality is one of FINBOURNE's defining qualities and gives it access to a vast and varied marketplace.
Within its first two years, FINBOURNE launched its LUSID Design Council - the result of a collaboration with five leading financial institutions - through which the company shares insights with the wider asset community, which has greatly increased its visibility and credibility within the sector. On top of this, the company received substantial funding in 2024, which is using towards growth plans as it looks to increase its global footprint and expand beyond investment management into banking and capital market customer bases.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2024
$73.7m
SERIES B
Aug 2021
$20.1m
SERIES A
Total funding: $116.6m
Company HQ
City of London, London, UK
Leadership
Thomas McHugh
(Co-Founder & CEO)They worked for 5 years at RBS, first as Head of Hybrids Quantitative Development. Eventually, they became the Managing Director (Head of Quantitative Development) for Fixed Income.
George Beasley
(Co-Founder & CISO)They have worked as a Senior Engineer at Nimbrix, Senior Software Developer at UBS Investment Bank, and Software Architect at D2see.
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