Project Manager - Customer Success

Who are we?

Moneyhub empowers financial services firms with complete, detailed, and real-time insight into their customers’ financial needs and status, enabling them to take informed actions. Our highly categorized, data-enriched analytics allow clients to craft personalized customer journeys, leading to enhanced engagement, optimized acquisition and servicing costs, and increased conversion rates. As an enterprise B2B2C company, our clients roll out our technology to improve their customers journey and enhance their financial outcomes. We do this through an API-first approach that streamlines access to our market-leading Categorisation, Decisioning, and Analytics engines, together with Payments Initiation. In doing so we deliver actionable insights with reduced transaction costs, accelerated settlements, and a safer, more convenient customer experience. We’re a regulated entity offering AISP, PISP, and CISP services, trusted by leading banks, insurers, asset and wealth managers, pension companies, financial advisors, and fintechs to enhance financial outcomes for their clients. 💰 What do we offer? We have offices in London and Bristol together with access to co-working space. We offer the opportunity to work remotely (role, business and client dependent) with support for your home office set-up if required. We have regular all company away days and other company, client and team meetings, your attendance at which will be mandatory.

Whilst this role will include remote working, we ask that applicants are based within a 60-minute commutable distance to either London or Bristol for regular in-person meetings with the team.

Benefits include:

5% company contribution towards your Pension from your very first day with us. 3% contribution from your self. 25 days of holiday (plus bank hols), rising to 30 days after two years; Choose to take your entitlement to UK bank holidays at other times based on your own days of significance; Private medical insurance, including cover for pre-existing conditions, plus dental and optical benefit; 3 Months Moneyhubber Family Pay when you become a new parent; Permanent health insurance and life cover - much greater than the industry standard (death in service); Employee assistance programme; Professional development support, with dedicated allowance of time and money; Life event leave; Cycle to work scheme; EV Car Scheme £750 towards professional memberships Remote working benefits, including work from almost anywhere, access to co-working spaces and support for your home office set-up High spec laptop Holiday purchase

Mission for the Role:

As a Project Manager within Moneyhub’s Customer Success team, our mission is to deliver our products and services successfully to our clients and to own and drive the Client Success and Client Support strategies.. To deliver first-class service and high professionalism in every interaction. As a delivery-focused Customer Success Project Manager, you will be at the forefront of providing that service, working closely with the Product Manager and Sales Director to ensure an excellent client experience from sales through to support.

Core Responsibilities:

Client Engagement & Delivery Leadership (60%)

• Build and maintain trusted relationships with enterprise clients.
• Lead client projects day-to-day, chasing actions, mitigating risks, and troubleshooting issues
• Ensure a seamless transition from sales to delivery and ongoing support.
• Facilitate client workshops and meetings, both remotely and on site.
• Provide professional, proactive communication and status updates tailored to client needs.
• Cross-Functional Collaboration & Strategy (20%)
• Work closely with Sales, Product, and Engineering to deliver high-quality outcomes and identify opportunities for product improvement.
• Partner with Senior Leadership Team to evolve Client Success and Support strategies in line with company goals.
• Use client data and analytics to highlight trends, risks, and opportunities for improvement.

Champion the “voice of the customer” to ensure issues and opportunities are surfaced early and acted on. Commercial & Continuous Improvement (20%) Support Sales in identifying cross-sell and up-sell opportunities. Collaborate with Finance to ensure accurate invoicing and timely payments. Support client escalation meetings and contribute to continuous improvement based on feedback and analytics. Contribute to business planning and prioritisation by understanding revenue, client potential, and pipeline.

Success Timelines. At 3 Months (Onboarding & Foundations) Fully understands Moneyhub’s products and enterprise client expectations. Has built key relationships with Sales, Product, and Delivery teams. Supports initial client engagements and delivery meetings confidently. Managing first project(s) At 6 Months (Proficiency & Impact) Manages multiple client projects independently from initiation to post-delivery support. Demonstrates strong stakeholder management and client communication skills. Identifies client growth opportunities and shares insights with Sales and Product. Begins to contribute to evolving Client Success strategy and process improvements. At 12 Months (Leadership & Strategic Influence) Recognised internally and externally as a trusted advisor to clients. Proactively identifies risks, opportunities, and innovations that enhance delivery and satisfaction. Drives strategic improvements across client support and delivery practices. Demonstrates measurable impact on retention, client satisfaction, and account growth.

DNA & Characteristics:

• Domain and market: 2+ years of experience delivering SaaS solutions, B2B in a Fintech or similar organisation.
• Project Management: Demonstrable understanding of fundamental delivery project management disciplines in an agile, matrix-management environment
• Client-Centric: Puts the client’s needs first, ensuring a first-class experience at every stage.
• Delivery-Focused: Skilled in managing multiple complex projects simultaneously.
• Collaborative: Works effectively across teams—Sales, Product, and Engineering—to deliver results.
• Analytical: Uses data and insight to identify opportunities and improve performance.
• Technical: Able to understand how our solutions are architected, deployed and run. Comfortable interpreting data and logs.
• Proactive Communicator: Keeps all stakeholders informed and engaged.
• Adaptable: Comfortable working in fast-paced, evolving environments with enterprise clients.
• Professional & Empathetic: Maintains a high standard of communication and client rapport.