Customer Success Manager ( Maternity Cover)

Job Description

To manage an assigned panel of customer accounts which is your Book of Business (BoB) with a focus on understanding our customers’ goals and ensuring they are achieving these goals. You are responsible for the retention and growth of revenue acrossyour BoB and will be measured on the achievement of these goals




Job Requirements

Competencies (knowledge/skills/experience):
• Self-motivated with a focus on client engagement via face-to-face or Teams 
meetings.
• Strong skills in creating meeting materials to ensure alignment between 
customers and Dynamic Planner.
• Exceptional presentation and communication/influencing skills through multiple
media to drive regular customer meetings.
• Ability to liaise with clients and partners to understand their business and how 
our product supports their activities.
• Ability to understand and influence key decision makers – using your emotional 
intelligence to optimise situations.
• Ability to manage client expectations.
• Exceptional focus on delivery.
• Ability to manage multiple clients and track/report on status/development.
• Project Management skills working with customers and internal stakeholders.
• Ability to organise resources to deliver on adoption requirements.
• Client relationship management.
• Analysis skills.
• You must be able to manage your time – prioritising key activities.
• First-hand experience of Wealth Management/Financial Planning gained through 
involvement in an associated business (Adviser, Business/service manager, 
relationship manager) 
• Completion/working towards the Diploma in Financial Services or equivalent
• Track record of key account engagement and influencing at all organisational 
levels
• Managed the rollout and adoption of software solutions across organisations –
preferred but not essential
• Knowledge and understanding of financial planning tools, front office and back 
office systems
• A working knowledge of regulatory matters that impact adviser firms and 
Dynamic Planner solutions
• A track record of creating on-boarding collateral and managing adoption 
campaigns

Job Responsibilities

Build and maintain trusted partnerships with your assigned customer accounts, developing strong client relationships by understanding their business processes and driving value across services delivered by Dynamic Planner.

• Deliver robust customer onboarding to ensure our clients see a Return on 
Investment in the immediate term thus increasing the likelihood of renewal.
• Monitor Customer Health Scores and create/track Renewal Strategies in SFDC 
to secure client retention.
• Leverage the Customer Health Score to identify At Risk users and drive adoption 
of the contracted services so that customers benefit from the full value of
partnering with Dynamic Planner.
• Align client processes with the Dynamic Planner best practice model and identify 
strategies for closing any gaps.
• Meet with your key customer contacts on an agreed cadence, recording the 
meetings in SFDC.
• Create high quality material for client meetings and present these with clarity and 
professionalism in your regular customer engagements.
• Record Churn Risk signals in SFDC.
• Own the renewal process including contract negotiation and management of the 
renewal Opportunities in SFDC.
• Develop an in-depth understanding of the regulatory requirements impacting our 
clients and map this to services provided by Dynamic Planner, driving retention 
and developing new business opportunities as a result.
• Develop opportunities for expansion of existing services across the Book of 
Business by mapping customer use cases to the Dynamic Planner suite of 
Products. These new business Opportunities should be tracked and progressed 
in SFDC.
• Assist in larger client rollout projects, working with the Sales Team and the 
Project Manager for optimal delivery and adoption – tracking progress in SFDC.
• Be the Voice of the Customer and ensure that customer feedback is shared with
the Product Design team for review and continuous improvement.
• Preparation of documentation/training material to back up the support process 
and related tasks. Deliver training and assist in Training Academies as required.
• Provide knowledge & experience support and training across the CSM team 
when required.
• Provide key metrics around retention and growth of the BoB and insights to 
inform strategy, client management and product decisions.
• Ensure that monthly invoicing is accurate based on core contract and monthly 
User counts MI.
• Ensure that all client invoices are billed in accordance with contract and paid on 
time so that cash and ARR is maximised. 
• Review and track BI/MI on usage to identify trends, demonstrate value, improve 
adoption and reduce churn

Job Benefits

Dynamic Planner – Benefits Overview

Health & Wellbeing
• Simply Health Cash Plan – claim back dental, optical, physio and more; children covered.
• AXA Healthcare (Senior Management) – private healthcare with optional child cover.
• Employee Assistance Programme – 24/7 confidential counselling and support.
• Discounted Health Assessments – reduced Nuffield rates; claim back up to £200.
• Digital GP Access – phone and online GP appointments.
• Wellbeing Hub – tools, resources and wellbeing support.
• Flexible Working – hybrid and flexible arrangements to support work–life balance.
• Annual Health Checks – digital GP, nutrition and mental health consultations.

Financial & Retirement
• Quarterly Shared Success Scheme – discretionary bonus based on company performance.
• Company Pension (ARC) – 4% employee + 4% company contribution via salary sacrifice.
• Life Assurance – 4x gross salary from day one.
• Study Support – funding for relevant professional development.
• Professional Memberships – annual fees covered.
• Financial Advice – access to Mac Financial for planning and pensions advice.
• Electric Vehicle Scheme – tax‑efficient EV leasing via salary sacrifice.

Discounts & Perks
• Benefit Hub – discounts across retail, travel and more.
• Cycle to Work – tax‑efficient bike purchase.
• Give As You Earn – payroll‑based charitable giving.
• Discounted Gym Membership – reduced rates through healthcare scheme.
Time Off• 25–30 Days Holiday – rising annually with service (max 30 days).
• Holiday Buy/Sell – flex up to 5 days per year.
• Birthday Day Off – one paid day each year.
• Duvet Day – one short‑notice rest day per year.
• Enhanced Family Leave – enhanced maternity, adoption and paternity.
• Volunteering Leave – up to 3 paid days per year.
• Compassionate Leave – paid emergency leave.

Recognition & Culture
• Biannual Rewards – £200 vouchers recognising outstanding values‑based contributions.
• Regular Socials – inclusive events throughout the year.
• Annual Company Events – summer and winter offsites.
• Quarterly Treats – company‑wide rewards.
• Loyalty Awards – recognition at 10 and 15 years.
• Refer a Friend – £1,000 reward for successful hires.