Customer Success Manager

London, England, United Kingdom

OneSpan is seeking a professional to take over the role of Customer Success Manager. As the Customer Success Manager, you will be the key point of contact for the customers, working closely with our Customers towards reaching their desired outcome. You will be the Go-to-person to help them with their emerging business needs and help them align their programs with best practices and key success criteria. 

Job Duties and Responsibilities:

  • Report to the Head of Customer Success, the CSM will be responsible primarily on Retention, Customer satisfaction and Customer Growth, including expansion and cross sell/upsell.
  • Responsible for implementing the Customer Success strategy for existing and new customers
  • Own the overall customer relationship, during the lifecycle of the contract
  • Design and execute bespoke Customer Success Plans, to help Customers meet their desired outcomes
  • Work closely with internal teams (Sales, Support, Professional Service etc) to deliver flawless customer journeys.
  • Track and improve customer satisfaction which will lead to customer advocacy
  • Develop a strong understanding of our solutions and becomes a trustworthy consultant, catering on the Customers’ business needs
  • Diligently pursue the creation and measurement of value, helping to identify the right success criteria, benchmarking and improving business “pains”.
  • Act as the Voice of Customer, ensuring that the customer comes always first
  • Produce customer facing material including: reporting, documentation, presentations and supporting proposals who can be used to engage with customers in a pro-active way
  • Identifies, owns and acts upon service and business issues that could potentially harm the customer relationship


  • BA/BS degree required, MBA or MS is a plus. 
  • 3+ years of Customer Success experience, with focus on Financial Services
  • Passion for Customer Success!
  • Well-organized and excellent time management skills
  • Proven ability to collaborate and build strong relationships with customers especially at the Executive level
  • Process driven, seeking always to optimize customer journeys and user experience
  • Strong Analytical skills
  • Entrepreneurial thinker
  • Strong background in management consulting, account management, or operations.
  • Technology savvy but also possesses a strong business acumen 
  • Experience working in SaaS companies
  • Experience in data gathering, analysis and reporting.
  • Expert on monitoring Customer Health, and utilizing a CSM Software
  • Strong teamwork mentality
  • Self-starter with strong willingness on getting things done under minimum supervision
  • Proven track record on successful customer outcomes, improving adoption, retention and customer satisfaction
  • Customer consulting experience. Experience with a top-5 consulting firm, will be considered a plus
  • Travel required (60%)