Principal Customer Success Manager – Banking
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Job Description
Principal Customer Success Manager helping banking clients adopt Equifax’s regulated financial solutions. Driving satisfaction, retention, renewals, and revenue expansion through strategic account partnership.
Responsibilities:
- Develop strong client relationships through high engagement, business-objective alignment, and service
- Maintain deep knowledge of Equifax solutions, clients, and best practices
- Act as a trusted client advisor and advocate during platform or service adoption
- Educate clients on solution business value and best-practice application
- Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
- Identify growth and upsell opportunities and engage Account Executives for handoff
- Assess customer health using product usage, reported issues, and success metrics
- Liaise with technology, sales, marketing, finance, product, and other internal COE teams to address client needs
- Identify trends and relay feedback internally to address underlying issues
- Provide transparency on issue and request status through resolution
- Drive escalation processes across teams as needed
- Participate in the customer lifecycle from prospecting through renewal
- Participate in CSM programme development and improvement
- Facilitate account changes, product setup, and billing research or corrections
- Coordinate customer training with Sales and Learning & Development teams
Requirements:
- Strong experience in a Customer Success, Account Management, or other client-facing role
- Bachelor’s degree or higher required, or equivalent years of industry experience
- Ability to troubleshoot and solve business and basic technical problems
- Foundational understanding of banking regulations, including GDPR and FCA guidelines
- Ability to manage daily client communications, escalations, and problem management situations
- Ability to build consensus across IT, Information Security, Legal, Procurement, and business line users
- Ability to work autonomously and collaboratively as part of a team
- Exceptional patience and project management skills for a 12-to-18-month adoption process
- Ability to travel occasionally, up to 25% of the time
- Strong analytical skills, process improvement, and project management capabilities are a plus
- Excellent verbal and written communication skills, including formal and informal client and internal presentations
- Confidence and calm under pressure
- Understanding of the end-to-end banking customer journey, from customer acquisition and loan origination to account management and collections
- Working knowledge of financial regulations, including FCA guidelines, GDPR, KYC/AML rules, and Fair Lending practices
Benefits:
- Contributory pension
- Life cover
- Income protection
- Healthcare
- Enhanced maternity pay
- Enhanced sick pay
- 26 days holiday
- Day off for your birthday
- Ability to buy and sell holiday
- Free credit checks
- Cycle to work scheme
- Discounted travel options
- Gym membership
- Dining and leisure discounts
- Financial and savings plans
- Mobile discounts
- Global online learning platform
- Personal development and learning options
- Inclusion and Diversity forums
- Wellbeing forums
- Employee Engagement forums
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