Client Success Manager

Job description

Constantinople delivers a new era of AI-native banking. Constantinople provides banks with a fully-managed software and AI operational platform, which brings together customer experience, product, data, operations, compliance and infrastructure in a single platform. Constantinople’s AI-native platform eliminates the need for expensive infrastructure, and replaces manual operational and compliance processes with AI at scale. By removing the operational complexity of banking, Constantinople enables our client banks to focus on their customers and the business of banking. **The Role** You will own the relationship with our banking clients, end to end. You will be their main point of contact and a trusted advisor, making sure they get the most out of our platform and stay with us for the long term. You will lead clients through onboarding and implementation, from scoping and planning through to go-live. That means working closely with Solution Engineering, Product, Engineering, and Operations, and keeping complex projects on track against clear success measures. Once clients are live, you will keep looking for ways to improve how they use the platform. You will also help build the frameworks and playbooks that let our Customer Success function scale as we grow our client base. ### What you will do - Act as the main point of contact for your clients, building trusted advisor relationships and handling their questions and support needs. - Drive high levels of client satisfaction and retention, and spot opportunities to help clients get more value from the platform. - Lead clients through onboarding, working closely with internal teams to give them clear ownership and support at every stage. - Build and run project and implementation plans, with a clear scope and agreed success metrics. - Track project progress, manage risks and dependencies, and adjust plans to keep delivery on track. - Coordinate across Solution Engineering, Product, Engineering, and Operations to resolve client issues and deliver on commitments. - Share client feedback with Product and Engineering to help shape the roadmap. - Help develop the frameworks, playbooks, and processes that let Customer Success scale in line with our go-to-market strategy. - Bring insights from your clients that help us expand our client base effectively. ### Who you are - You have 5+ years of experience as a client manager, project manager, or implementation manager, ideally in financial services or at a fintech startup. - You have led complex implementations while keeping strong client relationships. - You are a self-starter. You take initiative and drive projects forward without waiting for instructions. - You thrive in a fast-changing environment, and you value progress over perfection. - You use both experience and first principles to work through ambiguity and make clear, informed decisions. - You enjoy high-intensity work alongside passionate, hardworking, and supportive teams. - You communicate clearly, build strong relationships, and influence a wide range of stakeholders. - You have a genuine passion for technology, and you want to explore it in a startup environment. ### Nice to have - Experience working with banks, building societies, or other regulated financial institutions. - Experience with core banking, payments, or other B2B platform implementations. - Familiarity with customer success or project management tools, such as Jira, Confluence, Smartsheet, or a CRM. - Startup or scale-up experience