- Job title
- Strategic Customer Success
- Job location
- London, England, GB
- Job description
- Location: In person, Central London, 4–5 days in office
Type: Full-Time
NB: We are able to sponsor visas
Arva AI is revolutionising financial crime intelligence with our cutting-edge AI Agents. By automating manual human review tasks, we enhance operational efficiency and help financial institutions handle AML reviews, while cutting operational costs by 80%.
As our first Customer Success hire, you'll own the post-sale relationship with our financial institution clients — ensuring they get maximum value from Arva's platform, driving retention, and feeding real-world insight back into the product. You'll be operating at the intersection of compliance, AI, and enterprise relationships in a fast-moving early-stage environment.
**About the Role** As Customer Success, you will:
Own the end-to-end customer relationship post-onboarding, from initial deployment through to expansion and renewal.
Become the internal voice of the customer — synthesising feedback from compliance teams and translating it into actionable product insight.
Partner closely with Sales, Product, and Engineering to ensure customers achieve measurable outcomes and that Arva delivers on its promises.
**What You'll Do**
_Onboarding & Deployment:_ Guide new clients through onboarding, ensuring fast time-to-value and a smooth handoff from the sales process.
_Relationship Management:_ Build trusted, senior relationships within compliance and operations teams at financial institutions.
_Value Delivery:_ Proactively monitor customer health, identify risks early, and drive adoption of key platform features.
_Feedback Loop:_ Capture and synthesise structured feedback from customers to inform product prioritisation and roadmap decisions.
_Retention & Expansion:_ Own renewal conversations and identify upsell and expansion opportunities in partnership with Sales.
_Internal Advocacy:_ Represent the customer perspective in internal conversations — ensuring the product, support, and engineering teams understand real-world usage and pain points.
**Our Culture**
_Deliver Value Fast_ — Speed starts with clarity. We first understand what value actually means, for the customer, the business, or the system, and then take the shortest credible path to delivering it.
_Outcome Obsessed_ — We obsess over details and take full ownership of wider outcomes, not just tasks. If something falls short, we fix it properly and prevent recurrence, always raising the bar.
_Relentless Urgency_ — We move with urgency because time matters. We prioritise what truly moves the outcome, make decisions with imperfect information, and act decisively.
**What We're Looking For**
We're open to two profiles:
* **Consulting background:** 2–3 years at a top-tier consultancy (strategy, financial services, or risk focus), with strong analytical foundations and client-facing experience. Hungry to move into a high-ownership operator role.
* **Startup CS background:** 1–2 years in a Customer Success or Account Management role at a B2B SaaS startup, ideally with exposure to fintech, regtech, or compliance tooling.
In both cases, we're looking for:
_Communication:_ Exceptional written and verbal communication — able to build trust with senior stakeholders in regulated institutions.
_Commercial Acumen:_ Understanding of retention, expansion, and the business mechanics of enterprise SaaS.
_Curiosity:_ Genuine interest in financial crime, compliance, and AI — you don't need to be an AML expert on day one, but you should be excited to become one.
_Ownership:_ Proactive, self-directed, and accountable for outcomes. You don't wait to be told what to do.
_Rigour:_ Detail-oriented and structured — comfortable operating in a regulated, high-stakes environment.
**Why Join Us?**
Be part of an early-stage startup with significant ownership and direct influence over how we serve our customers.
Work on a product that directly impacts how financial crime is detected and prevented globally.
Collaborate with a passionate, mission-driven team operating at the intersection of AI, compliance, and enterprise software.
Work from anywhere in the world for 4 weeks a year, in addition to regular team off-sites.
Competitive salary and equity package, with bi-annual salary review and yearly performance-based equity refresh.
**Ready to Join the Fight Against Financial Crime?** If you're excited to own customer relationships at a fast-moving AI startup, we'd love to hear from you. Apply now to become an Arvanaut as our Customer Success Manager.
