Job Description

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 manager sectors, as well as the asset management sector, acting as a trusted advisor, growth partner, and strategic operator.

Key Responsibilities:

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. 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. 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 also key at this point 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. 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. Liaise 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. 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 the Project Manager 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 the Customer Health Scores to identify 'at risk' clients 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. Drive contract renewals, pricing conversations, and proposal development. Articulate and justify the commercial value of proposed expansions or renewals.

KPI's

1. Annual Recurring Revenue increase

2. Retention Rate

3. Upsell revenue

4. Customer satisfaction / NPS scores

5. Account Planning

6. QBRs and Client Meetings

7. Utilisation of Salesforce

8. Team satisfaction

Key Stakeholders:

Customer Success Director

Enterprise Customer Success Director

Sales Director

Marketing Director

Product Director

Finance and Legal

Competencies (knowledge/skills/experience):

Proven track record of leading Customer Success Management teams within a SaaS b2b organization 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

Job Types: Full-time, Permanent

Pay: Up to 75,000.00 per year

Benefits:

Additional leave Bereavement leave Casual dress Company events Company pension Cycle to work scheme Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Flexitime Health & wellbeing programme Life insurance Paid volunteer time Referral programme Sabbatical Sick pay Work from home
Experience:

Strategic Account Management: 5 years (required) Financial planning: 5 years (required) software solution rollout & adoption: 3 years (required) Financial regulation: 2 years (required)
Work Location: Hybrid remote in Reading RG1 1LX