About the role

As a Senior Customer Success Manager at Fourthline, you'll own the relationships with our most strategic and enterprise customers. That means driving retention, accelerating product adoption, and spotting - and closing - upsell and cross-sell opportunities. You'll be the authentic voice of the customer inside Fourthline, translating their needs into better experiences and smarter decisions.

Day to day, you'll work closely with our wider Commercial team, Solutions Engineering, Customer Operations, Delivery Managers, Product Managers, Legal, Compliance, and other key stakeholders - making sure collaboration across these teams is smooth and effective.

Our Customer Success Managers put customers first, stay ahead of opportunities, and navigate complex cross-functional projects with confidence. And yes - they still make time for a (virtual) cold drink with the team on Friday afternoons. If that sounds like you, you'll fit right in.

Responsibilities

• Drive successful adoption, retention, expansion, and advocacy across your customer portfolio.
• Act as a trusted advisor, working with internal teams to maximise the value customers get from Fourthline.
• Turn your accounts into active advocates - building case studies, references, and referrals.
• Serve as the primary point of contact for escalated issues and resolve customer needs proactively.
• Continuously assess account health, growth opportunities, and upsell potential - then build and execute account plans to act on them.
• Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with senior customer stakeholders to align on strategy and set clear objectives.
• Present product roadmap updates to customers, keeping them informed on features and enhancements that matter to them.
• Bridge the gap between customers and our Product team, channelling customer feedback into strategic and product decisions.
• Monitor and strengthen the health of every customer relationship in your portfolio.
• Lead contract renewal negotiations with strategic accounts, in close collaboration with Legal and relevant internal stakeholders.
• Identify and close upsell and cross-sell opportunities within existing accounts.
• Develop and share best practices that support scalable, sustained customer growth.
• Continuously look for ways to improve internal processes as our customer base grows.
• Bring learnings from your past experience to help shape and improve how Customer Success works at Fourthline.
• Mentor and coach junior members of the Customer Success team, helping them grow and deliver more impact.

Background & experience

• 5-7 years in customer-facing roles such as account management, sales, or customer success.
• Experience in financial services and/or risk and compliance industries - FinTech or RegTech background is a strong plus.
• Solid understanding of SaaS technology, including deployment and day-to-day operation.
• A proven track record of working with enterprise customers (ideally in financial services) to deliver measurable gains in satisfaction, adoption, retention, and advocacy.
• Demonstrated success in hitting commercial targets around upsell, cross-sell, and renewals.
• Fluent in English; additional languages are a plus - including Dutch, German, French, Spanish, or Italian.

About you

• A motivated self-starter who brings energy and ownership to everything you do.
• Comfortable navigating a fast-paced environment - whether the path is well-trodden or one you're building as you go.
• A natural relationship builder who manages expectations well and solves problems with clarity.
• Confident communicating with anyone, from C-suite executives to software developers.
• Strong presenter and collaborator, equally effective with customers and internal teams.
• Analytically sharp - you use data to drive adoption, surface opportunities, and flag risks before they become problems.
• Excellent written and verbal communicator, with standout presentation skills.
• Happy to travel within the EU to meet customers in person when it matters.