Customer Success Manager

Location: London, Liverpool, Birmingham, Newcastle, Dublin, or remote (UK or Ireland)
Team: Advisor Channel

Swoop is an exciting, fast-growing fintech platform located in the UK, Europe, North America and the APAC regions connecting SMEs to funding solutions through debt, equity finance, and grants – taking the stress out of financing for SMEs. Swoop leverages core data points and financial information to help business owners understand the marketplace and uncover the best funding and saving solutions for their businesses. We do the heavy lifting across the entire application process so business owners can focus on running their business.

Swoop for Advisors is one of two SaaS channels within the business and focuses on supporting accountants, bookkeepers and FD’s to easily identify ways for their clients to save, invest and grow. Advisors can utilise Swoop’s technology, specialist funding teams and customer success team to source the best funding opportunities for their clients, all while educating themselves and their team to identify opportunities and market their new services to their client base.

The CS team helps clients to maximise the value of Swoop’s products and services by combining a thorough understanding of Swoop’s technology and service breadth with the general day-to-day of an advisor along with key challenges they may experience. It’s also vital for our team to maintain high-level knowledge about the funding market in order to recommend, guide and advise users as to where they can get the most value out of Swoop’s offering.

Being a scale-up, no two days at Swoop will ever be the same, responsibilities will include (but not limited to):

• Serve as a trusted advisor for customers, ensuring they feel supported and understand how to make the most of our platform.
• Account managing a portfolio of accounting firms to help them give access to finance for their SME clients.
• Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value.
• You will be expected to have a deep understanding and knowledge of Swoop products and technology to support users with technical issues and work effectively with Swoop’s in-house technical support teams.
• Regularly monitor partner health, identify potential churn risks and implement successful retention strategies.
• Proactively identify opportunities to upsell additional products and services to customers, driving revenue and value.
• Collaborate with internal teams (sales, support, operations) to resolve issues and optimize the customer experience.
• Provide regular updates and reports on partner and customer relationships to senior leadership.
• Help our accountants grow and achieve their goals while simultaneously strengthening their relationship with Swoop.

We’re looking for a candidate who’s self-motivated and confident to work independently while being a supportive team player. This role will be responsible for looking after some of our most valuable customers and will be a pivotal part of optimising the customer success process. You’ll be reporting directly into the Head of Customer Success and will be setting an example for junior members of the team to learn from. A readiness to take on new challenges and spot growth opportunities is essential.

Core skills and knowledge

• Strong interpersonal skills and natural charisma—able to build rapport quickly and maintain trust.
• Proven ability to handle complaints, escalations, or difficult conversations with professionalism and resilience.
• A solutions-driven mindset: able to think on your feet and offer resolutions under pressure.
• Commercial acumen with the ability to identify upsell opportunities and confidently introduce new products.
• Excellent verbal and written communication skills.
• A proactive attitude with the ability to take initiative and work independently.
• Prior experience in a B2B customer success, account or partner management role.
• Relevant experience in an accounting firm and/or technology/SaaS business, or financial services.
• Familiarity with CRM tools (e.g. HubSpot) to manage customer data and workflows.

• Salary: £40,000 base salary with OTE £52,000+
• Flexible and remote working available
• 25 days holiday per year increasing to 26 days after one year’s service
• Private healthcare insurance
• Pension plan
• Share options scheme
• Employee volunteering program
• Wellbeing program
• Multiple membership perks and discounts
• Training and coaching grants
• Employee referral scheme
• Cycle to work scheme
• Quarterly social

• 15 minute speed dating 1:1 meeting with Swoop’s Head of Customer Success
• 45 minute interview with the Head of Customer Success and one member of the SaaS team
• 3rd round 15 minute conversation with our COO