Customer Success Manager

Aiviq 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.

We 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.

You 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.

This 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.

• Own 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.
• Build and maintain customer success plans capturing each customer’s strategic objectives, use cases, stakeholders and measures of success.
• Facilitate regular service and business reviews covering service performance, delivery progress, data quality trends and roadmap alignment.
• Maintain 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.

• Own 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.
• Work 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.
• Work with Professional Services project managers on in‑flight implementations, supporting customer readiness and a clean transition into production.
• Convene 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.

• Be 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 elevate internally.
• Deliver clear, honest communications and coordinate the internal response, setting realistic expectations on both sides so that issues feel managed and controlled rather than chaotic.
• Lead post‑incident follow‑up, including root cause summaries, remediation plans and the actions needed to rebuild confidence.

• Represent the customer voice in roadmap discussions and channel structured feedback into Product.
• Stay ahead of the Aiviq roadmap and release schedule, understanding what each new capability means in practice for each of your customers.
• Translate upcoming features into customer‑specific benefits and build the case for adoption…