Job Description

Location

: Hybrid / Reading

Role purpose

Build relationships that unlock value in the UK financial planning and investment services sector - and own the commercial results.

At Dynamic Planner, we're using technology to transform the way financial advice is orchestrated in this country, dramatically reducing the time it takes to deliver a regulated financial plan, opening up access to financial advice to those that need it. Simultaneously the UK government is prioritising widening the access to financial advice for all. To support the growing demand for financial advice and the tech that underpins it, we're now looking for a Player-manager in our Customer Success organisation - to take ownership of the clients and CSM team who form the large business unit. Our mission is to help them unlock maximum value from our tech and achieve their business goals.



This is a high-impact, commercially accountable role. You'll be the face of Dynamic Planner to key accounts in the financial planning and wealth management sectors, as well as the asset management sector, acting as a trusted advisor, growth partner, and strategic operator.




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Key responsibilities

Strategic Relationship Management & Account Ownership

Serve as the day-to-day contact and relationship owner for assigned strategic accounts Build trusted advisor status with stakeholders across the client's business (not just the original buyer) Ensure consistent client engagement, including running regular check-ins, QBRs, and planning sessions Create high quality material for client meetings and present these with clarity and professionalism in your regular customer engagements

Revenue Growth & Expansion

Work closely with the Customer Success Director to deliver against the YoY growth target Identify and qualify upsell/cross-sell opportunities, in collaboration with Sales, Product, Support and Customer Success teams Maintain and execute detailed strategic account plans aligned to each client's business objectives but also focused on growth opportunities. An in depth understanding of regulatory requirements is key

Solutioning & Insight Delivery

Understand the client's business model, goals, and challenges to position the SaaS solution as critical infrastructure Translate product capabilities into tangible business value for the client Bring insights and recommendations to clients that help them gain more value from the platform

Team Management

Develop and execute on the customer success management strategy across Dynamic Planner Lead, train and mentor your direct reports maintaining the culture of a fast paced, high growth B2B2C SaaS, fintech organisation, working alongside Operations to ensure maximum efficiency across the team. Liaising with the Customer Success Director to implement an always on training programme for your team Take ownership of all aspects of the Customer Success Management function of the large space, including driving adoption, utilisation and value the client receives from Dynamic Planner so that the full contracted commercial value is delivered and maximised to the fullest potential

Internal Collaboration & Escalation

Act as a key liaison between the client and internal teams (Product, Engineering, Marketing, Support) Assist in new business rollouts, working with the Sales team and Project Management for optimum delivery, onboarding and adoption Surface client needs, feedback, and risks to the Customer Success Director and relevant internal stakeholders Be the 'voice of the customer' internally Proactively manage issues or blockers, escalating where needed but owning resolution pathways Utilise customer health scores to identify 'at risk' clients

Forecasting & Reporting

Track and report on account health, usage metrics, growth pipeline, and renewal timelines Maintain up-to-date CRM records and contribute to forecasting and performance dashboards

Commercial Acumen & Support

Drive contract renewals, pricing conversations, and proposal development Articulate and justify the commercial value of proposed expansions or renewals #

KPIs

Annual Recurring Revenue increase Retention rate Upsell revenue Customer satisfaction / NPS scores Account planning QBRs and client meetings Utilisation of Salesforce Team satisfaction #

Key stakeholders

Customer Success Director Enterprise Customer Success Director Sales Director Marketing Director Product Director Finance and Legal #

Competencies

Proven track record of leading Customer Success Management teams within a SaaS B2B organisation ideally enterprise fintech Experience of successfully implementing value based upselling methodology in major accounts and across your teams Strong commercial skills Exceptional client relationship management skills especially at senior levels Self-motivated with a focus on client engagement via face-to-face or Teams meetings Account planning skills to drive growth of your aligned accounts 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 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. You must be able to manage your time - prioritising key activities Project Management skills working with customers and internal stakeholders Ability to organise resources to deliver on adoption requirements Analysis skills #

Education & qualifications

First-hand experience of wealth management/financial planning sector 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 Starting a new position can be nerve-racking, however, from the very first interview through to joining the team I have felt nothing but relaxed and welcome. Dynamic Planner are such a warm, happy, and helpful group of people that I settled in so quickly and never looked back. It's a company that genuinely care about its people, they make me feel valued and I'm so grateful to be part of the family.
Sam Hinde
Client Success Associate
Each time I interacted with Dynamic Planner, I felt more eager to succeed on my application and secure my role. I haven't been let down! From hybrid working to employee perks, Dynamic Planner makes me feel valued. I'm proud to be a part of an organisation that is so forward-thinking and aspirational because of the product and service. The cherry on top is the contribution Dynamic Planner makes in the background to deserving causes. Contributions to charities, quarterly tree plantings for each employee, and the organization's carbon neutral status demonstrate that it is concerned not only with the here and now but also with the long term.
Emma Fuller
Telephone Account Manager

Life at Dynamic Planner

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When you join Dynamic Planner, first and foremost, you are joining a team. Within that healthy structure, you are also a valued individual.