Client Success Manager

We're Osome - an international fintech startup making the lives of entrepreneurs easier. We help thousands of businesses kick admin, accounting and bookkeeping out of their day-to-day, so they can spend more time on what's important to them. We've developed a unique solution that combines SaaS with a human-in-the-loop approach to provide full-fledged services in real-time.

We’re experiencing rapid growth in both client base and team, which now comprises around 500 people across our offices worldwide. As we continue to scale, we’re looking for more bright minds who are excited to make a real impact by solving complex problems.

What you will do:

• Manage a portfolio of strategic client accounts.

• Conduct Quarterly Business Reviews.

• Prepare account plans.

• Coordinate internal teams to deliver client outcomes.

• Monitor key compliance and operational milestones.

• Follow up on ongoing deliverables.

• Maintain accurate CRM/account documentation.

• Identify upcoming risks and opportunities.

• Escalate complex cases where appropriate.

• Build strong relationships with internal stakeholders.

• Share client insights with Product and Operations teams.

Who you are:

• 3+ years in Key Account Management, Customer Success, Relationship Management or Client Success.

• Experience managing high-value B2B clients.

• Strong stakeholder management experience.

• Experience coordinating multiple internal teams.

• Experience within a Corporate Service Provider (CSP), Accounting, Corporate Secretarial, Tax or Professional Services environment. (Nice to have)

• Experience supporting SMEs or founder-led businesses. (Nice to have)

Success measure:

• Client Satisfaction (CSAT)

• Internal Quality Score (IQS)

• Net Promoter Score (NPS)

• Renewal rate

• Upsells

• Account health

• Proactive client engagement

• Internal SPO adherence

• Client feedback

• Quality of account documentation

Key responsibilities:

Relationship Management

• Manage a portfolio of strategic clients with complex business structures.

• Build trusted long-term relationships with key decision-makers.

• Become the client's primary point of contact for all commercial and operational matters.

• Understand each client's business model, objectives and growth plans.

• Maintain complete ownership of the client relationship throughout their lifecycle.

Proactive Account Management

• Conduct regular account reviews and Quarterly Business Reviews (QBRs).

• Monitor upcoming statutory deadlines, renewals and business milestones.

• Identify potential risks before they impact the client.

• Develop account plans for each assigned client.

• Ensure clients receive proactive recommendations rather than reactive support.

Cross-functional Coordination

• Coordinate work across Accounting, Corporate Secretarial, Tax, Payroll, KYC and Client Support teams.

• Drive internal follow-ups to ensure deliverables are completed on time.

• Remove blockers impacting strategic clients.

• Ensure all teams have sufficient context before engaging with the client.

• Maintain clear ownership of client communications throughout cross-functional projects.

Client Experience Excellence

• Deliver a white-glove experience for strategic accounts.

• Reduce client effort by eliminating unnecessary handovers.

• Ensure clients receive consistent, accurate and timely communication.

• Act as the client's internal advocate.

• Collect feedback to continuously improve the customer experience.

Commercial Growth

• Identify opportunities for additional Osome products and services.

• Work closely with Sales on expansion opportunities.

• Support client renewals and long-term retention.

• Contribute to increasing client lifetime value through relationship management rather than direct selling.

Our Benefits

• Multi-cultural environment to enhance your global perspective.

• Learning opportunities and mentorship from peers and leaders.

• An agile working model focused on goals and performance.

• Remote working arrangement.

• Office laptop will be provided.

Equal Opportunity Statement

At OSOME, creating a culture where individuals of all backgrounds feel comfortable really matters.

Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. We want to ensure that we represent the diversity of talent in the society we live in today.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.