{"id":1896827,"url":"https://alion.io/job/alpha-fmc-customer-success-manager","title":"Customer Success Manager","company":{"id":172063,"name":"Alpha FMC","domain":"alphafmc.com","url":"https://alion.io/company/alpha-fmc","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":78,"open_postings":58,"ghost_share":0.276,"stale_share":0,"repost_share":0.017,"time_to_fill_p50_days":97,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":102000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-05T08:12:23Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-27T06:53:36Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":21},"description":"About Aiviq\nAiviq 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.\nAbout the opportunity\nWe 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.\nYou 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.\nThis 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.\nWhat you will be doing\nRelationship and stakeholder management\nOwn 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.\nBuild and maintain customer success plans capturing each customer’s strategic objectives, use cases, stakeholders and measures of success.\nFacilitate regular service and business reviews covering service performance, delivery progress, data quality trends and roadmap alignment.\nMaintain 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.\nOperational oversight and prioritisation\nOwn 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.\nWork 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.\nWork with Professional Services project managers on in-flight implementations, supporting customer readiness and a clean transition into production.\nConvene 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.\nEscalation and incident communications\nBe 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.\nDeliver clear, honest communications and coordinate the internal response, setting realistic expectations on both sides so that issues feel managed and controlled rather than chaotic.\nLead post-incident follow-up, including root cause summaries, remediation plans and the actions needed to rebuild confidence.\nProduct releases and adoption\nRepresent the customer voice in roadmap discussions and channel structured feedback into Product.\nStay ahead of the Aiviq roadmap and release schedule, understanding what each new capability means in practice for each of your customers.\nTranslate upcoming features into customer-specific benefits and build the case for adoption with the right stakeholders.\nDrive release readiness with customers, covering communications, timing, enablement, testing and sign-off, then track adoption and intervene where value is not being realised.\nWorking with Sales\nPartner 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.\nIdentify and qualify expansion signals, such as new use cases, teams, data sources or geographies, and hand them to Sales cleanly and early.\nBuilding the function\nHelp define Customer Success at Aiviq: playbooks, health scoring, escalation protocols, review cadences and tooling.\nReport on customer satisfaction, engagement and adoption to the Operations leadership team, championing the customer internally, constructively and with evidence.\nWhat you will need\nSubstantial experience in customer success, client service or account management within B2B SaaS, fintech or data, including personal ownership of a portfolio of enterprise customers.\nA track record of trusted relationships with senior stakeholders, and the confidence to handle difficult conversations.\nThe seniority and self-direction to operate without a playbook and, initially, without a team, setting priorities that reflect both customer and Aiviq business value.\nExperience in the asset or wealth management industry and with enterprise data platforms.\nExcellent 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.\nThe 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.\nStrong 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.\nWhat we look for\nA passion for customer success and for building strong, long-lasting customer relationships\nCalm under pressure. The kind of person whose presence lowers the temperature in the room\nConfidence and credibility without ego. Trusted by senior customers, and keen to build something new\nA collaborative mindset that embodies Aiviq's core values of collaboration, openness, innovation and respect, and an open mind that brings diversity of thought\nHow your success will be measured\nCustomer satisfaction (CSAT) across your portfolio\nCustomer engagement and health scores, and adoption of new product releases\nQuality and timeliness of escalation and incident communications\nCustomer retention and advocacy, and the quality of opportunities handed to Sales\nWhat we offer\nThe opportunity to define a new function, and a clear path towards leading it as we grow\nCareer growth in a collaborative, globally expanding fintech, with development support\nWhere of interest, opportunities to work from other global locations as our international teams grow\nBased 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.","description_format":"text","description_chars":7186,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","IT Consulting & Digital Transformation","Management Consulting"],"lifecycle":[{"event":"open","at":"2026-10-05T08:43:13Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":21,"expected_fill_days":97,"reasons":["conf:3","win:early"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/alpha-fmc-customer-success-manager","json_url":"https://alion.io/job/alpha-fmc-customer-success-manager.json","meta":{"generated_at":"2026-10-27T08:24:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9261,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":172063},"rest":"https://alion.io/mcp/rest/get_company?id=172063"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falpha-fmc-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falpha-fmc-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falpha-fmc-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alpha-fmc-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falpha-fmc-customer-success-manager"}]}