{"id":2625862,"url":"https://alion.io/job/ophelos-customer-success-manager","title":"Customer Success Manager","company":{"id":684418,"name":"Ophelos","domain":"ophelos.com","url":"https://alion.io/company/ophelos","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":84000,"max_usd":161000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":18},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"AI Agents","optional":false},{"name":"Anthropic","optional":true},{"name":"Cloudflare","optional":true},{"name":"GDPR","optional":true}],"status":"live","first_seen_at":"2026-10-15T12:58:28Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-26T09:45:44Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Our Mission\nAt Ophelos, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals - no matter what they’re going through.\nFor too long, people in debt have borne the brunt of poor industry practices. Intimidating tactics, time-consuming customer service and a one-size-fits-all approach that overlooks the reasons anyone can fall into debt in the first place. Meanwhile, businesses suffer too. Poor customer experience translates to poor customer satisfaction, high churn rates, bad brand reputation and ultimately missed opportunities.\nThat’s why we’re taking a radically different approach. Pioneering an industry-first AI-native collections platform, we build products that help individuals clear their debts in a way that suits them, whilst providing businesses with an improved customer experience and game-changing insights into their customer base.\nSince our launch in 2021, we’ve worked with some of the UK’s leading companies, including Octopus, Scottish Power and Philips - helping millions of people move toward a more stable, debt-free future. In 2023, we were acquired by Intrum, Europe’s biggest credit management service and have begun the next phase in our growth - expansion into 17 European markets over the next two years.\nCustomer Success Manager\nLondon-based (Hybrid - 3 days per week in our London office, standard Monday, Wednesday, and Thursday pattern)\nAbout the Role\nOphelos is Intrum's centre of excellence for product, technology, and innovation, playing a pivotal role in making Intrum an agentic company. Within this ecosystem, the Market function serves as the vital adoption engine ensuring our technology lands, embeds, and transforms operations across European territories.\nWithin our Markets team, there is a strict distinction between Project Management and Customer Success. Where our Project Managers own short-term execution - getting work launched, unblocking rollout obstacles, and holding planning discipline to get deployments over the line - our Customer Success Managers own everything that follows. Your mandate begins once a product lands: turning that launch into sustained, expanding usage, deep local trust, and permanent operational change.\nAs our Customer Success Manager, you own the long-term health and growth of our products inside each market. You will not manage launch schedules or timeline checklists; you will embed with regional operational leaders to diagnose friction, onboard new clients onto the platform, and ensure local teams extract compounding value every day. You bridge regional operational realities back into central Product and Forward Deployed Engineering teams, ensuring our platforms become indispensable.\nWhat You'll Do\nDrive deep adoption and build trust on the ground: Partner directly with regional operational teams and leaders post-launch, fostering the credibility and working relationships needed to embed new habits.\nOnboard new clients onto the platform: work cross functionally with the Market to prioritise onboarding of clients, define the roadmap and hold accountability for execution of the roadmap. \nSpot where a market struggles and act: Proactively monitor post-rollout operational health and user engagement, offering solutions before low adoption hardens into disuse.\nBuild relationships: Cultivate and sustain executive-level relationships, maintain continuous operational cadences with local market leads, acting as their trusted advisor and translating ground-level feedback into actionable roadmap priorities for central teams.\nDrive value realisation: Define, track, and communicate the business impact delivered through Ophelos and expand it.\nBuild scalable success frameworks: Design self-sustaining client onboarding programmes, playbooks, and adoption metrics from scratch so regional teams master our platform without continuous central hand-holding.\nChampion agentic workflows: Guide local operational staff in deploying prompt-assisted tooling and AI-native workflows, helping them eliminate routine manual overhead and modernise everyday processes.\nAbout You\nYou are an experienced operational problem-solver with strong technical fluency, high analytical rigor, and a proven ability to lead without formal authority. You thrive in complex, high-stakes environments where priorities shift and clear structure must be created from ambiguity.\nWhat matters is your ability to understand how operational teams work, identify unstated operational needs, and build long-term relationships that turn technology rollouts into permanent ways of working.\nYou'll likely have:\n8+ years of experience in customer success, account management within B2B SaaS and/or or AI native companies.\nHigh AI fluency, including practical experience with prompt-assisted tools, workflow automation, and agentic concepts\nProven ability to build and maintain strong relationships with technical and business stakeholders.\nExcellent communication, presentation, and interpersonal skills.\nProven ability to manage multiple engagements simultaneously and prioritise tasks effectively.\nA strong customer-centric mindset with a passion for helping others succeed.\nDemonstrated capacity to challenge a client, defend a point of view, and navigate the political complexity of large organisations\nAbility to commute to our London office for our standard hybrid pattern of three days per week (Monday, Wednesday, and Thursday)\nAbility to travel to European markets 2-3 days per month\nBonus points for:\nExperience driving technology adoption across diverse European markets or regulated industries\nPractical background guiding traditional operational teams through AI adoption and workflow modernisation\nBackground in financial services, credit management, or enterprise SaaS environments\nFluency in English, and other European languages \nWhy This Role\nThis is an opportunity to shape the post-launch adoption engine for Intrum's group-wide transformation. While others focus on getting software out the door, you ensure that technology permanently upgrades how thousands of people across Europe do their jobs.\nYou will sit at the crossroads of agentic AI innovation and international operations, with full ownership of how our platform delivers value on the ground.\nWorking Arrangements\nBased in London, operating on a hybrid model with three days per week in our London office (standard Monday, Wednesday, and Thursday pattern).\nOphelos is an equal opportunities employer. We are committed to building a diverse and inclusive team.\nAbout Our Team\nOphelos launched in June of 2021, backed by investors such as AlbionVC, Connect Ventures and Fly Ventures. In 2023, we were acquired by Intrum, Europe’s biggest credit management service. Our growing team has team helped build some of the world’s most successful businesses, including the likes of Monzo, Google, Oracle, ASAPP, IBM and more - in addition to pioneering innovative products, sitting at the intersection of enterprise, financial technology, artificial intelligence and academia, working with institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.\nOur Values\nSupporting customers and businesses to improve their financial health is a long-term mission. Our company values act as our north star, steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose, even as we continue to grow at a rapid pace.\nCustomers and Clients first - We exist to help real people move through debt and to get clients paid back. This commitment drives how we design products, deliver services, and interact with customers and clients daily.\nDream big - We have ambition and drive to succeed - we’re not just raising the bar, we’re confidently asserting ourselves as the benchmark.\nGet it done - We’re decisive and embrace a sense of urgency; we don’t let opportunities get away from us. We’d rather act quickly and take informed risks, iterating and learning as we go. \nWin as one - We work as one team, supporting each other and aiming for shared goals. At Ophelos, the team isn’t just individual departments - it’s all of us together. We challenge and support each other because we care about everyone’s growth and success. \nOphelos is committed to creating a diverse work environment and is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. We are building an environment where every Ophelos team member can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or other protected characteristics as required by law and as a matter of our company values.\n\n GDPR Notice \nWhen you apply to a job on this site, the personal data contained in your application will be collected by Ophelos (\"Controller\"), located at 1 Finsbury Ave, London EC2M 2PF, and can be contacted by emailing . Controller's data protection contact is Kofi Barnes, who can be contacted at .\nThis notice explains how we process your personal data throughout our recruitment process, including at the interview stage described below. Applying for a role with Ophelos is subject to the practices described in this notice - it is not a separate agreement you sign, but a description of how the recruitment process works. You won't be given a separate notice at each stage; Ophelos retains discretion over which of the described tools and processes are applied to any given application or interview, within the purposes set out below. This discretion does not extend to introducing automated decision-making without human review - that is addressed separately below.\nWhat we use your data for\nYour personal data will be processed for the purposes of managing Controller's recruitment-related activities, which include reviewing applications, setting up and conducting interviews and tests, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring process.\nAs part of this process, we use software tools - including AI-assisted tools - to help us organise, screen, and evaluate applications and interviews. This includes:\nAutomated analysis of CVs and application materials to identify relevant skills and experience\nAutomated analysis of interview transcripts to help summarise and score responses (see \"Interviews\" below)\nGenerating scores, summaries, or insights to assist our recruiters\nCurrently, these AI-assisted outputs are advisory only. A human recruiter reviews every application and every AI-generated score or summary before any decision is made, and no application is filtered out or rejected by an automated process alone.\nWe may in future use automated tools to make, or take part in making, decisions about your application without human review at that stage, if we do so in a way that complies with applicable law at the time - for example, by obtaining your explicit consent, or where the decision is necessary for entering into a contract with you, and in either case only with appropriate safeguards, including your ability to request human review of, and to contest, that decision. If we intend to introduce this, we will update this notice and separately inform you before it applies to your application - this notice alone does not authorise it.\nWe also use historical, aggregated recruitment data to improve our processes generally - for example, to better understand which factors tend to be associated with successful hires. Where this involves data from past applicants, it is anonymised or aggregated before use, and is...","description_format":"text","description_chars":16400,"description_truncated":true,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Debt Collection & Recovery","Consumer Loans & Pawnshops"],"lifecycle":[{"event":"open","at":"2026-10-15T14:59:40Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-24T06:24:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":82,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.912,"p_room":0.9,"age_days":10,"expected_fill_days":28,"reasons":["conf:0","urgency","win:mid"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/ophelos-customer-success-manager","json_url":"https://alion.io/job/ophelos-customer-success-manager.json","meta":{"generated_at":"2026-10-26T11:45:42Z","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":16013,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"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":684418},"rest":"https://alion.io/mcp/rest/get_company?id=684418"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fophelos-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%2Fophelos-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%2Fophelos-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/ophelos-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fophelos-customer-success-manager"}]}