At APLYiD, we’re on a mission to simplify AML and identity verification. Headquartered in New Zealand, with offices in Auckland, Sydney and London, we help organisations streamline compliance and deliver seamless digital onboarding experiences using biometric technology.

Following our strongest year of growth in the region to date, we’re expanding our UK team and looking for a Customer Success Manager to support and grow our Financial Services customer portfolio.

This is an opportunity to play a key role in shaping how we partner with financial institutions in the UK and contribute directly to the continued growth of APLYiD.

Reporting to the UK Customer Success Lead, you’ll take ownership of retention and growth across our Financial Services customers, helping them realise long-term value from our platform.

The Opportunity

This role offers the opportunity to take real ownership of our UK Financial Services customer portfolio and shape how we drive retention, growth and customer success in this segment. You’ll have the autonomy to bring ideas, influence our approach and build strong partnerships with customers. We’re looking for someone who’s excited to take responsibility, think commercially and make a meaningful impact as we continue to grow.

Key responsibilities:

• Own Net Revenue Retention across APLYiD’s UK Financial Services customer portfolio, driving renewals, expansion and long-term account growth
• Develop and execute a clear retention and growth strategy for the segment, identifying opportunities to increase product adoption, value realisation and customer lifetime value.
• Lead strategic relationships with key financial services customers, ensuring they achieve measurable outcomes from APLYiD and view us as a long-term partner.
• Manage commercial conversations end-to-end including renewals, expansions, contract negotiations and pricing discussions
• Identify gaps and design initiatives that drive measurable product value and retention
• Represent the voice of the customer internally, working closely with Product, Sales and Leadership to influence roadmap and improvements.
• Build structured engagement plans that move relationships beyond reactive account management to proactive partnership
• Confidently represent APLYiD externally at client meetings, industry events and financial services forums.

You’ll have the opportunity to shape and refine the playbook for how we support and grow our financial services customers in the UK.

Who this role is for:

This role is ideal for someone who enjoys building strong customer relationships while actively driving growth and outcomes.

You’re someone who:

Is energetic, optimistic and enjoys connecting with customers beyond transactional interactions.

Understands how Customer Success contributes to Net Revenue Retention.

Is confident presenting to and engaging with senior stakeholders.

Has strong commercial awareness and can negotiate positive outcomes.

Works well independently and takes initiative.

Builds trust through authenticity and consistent delivery.

Is motivated to grow in their career and make a meaningful impact.

What you’ll need

• A minimum of 3 years experience in Customer Success, Account Management or similar commercial SaaS roles
• Experience managing mid-market B2B clients
• Strong commercial acumen with proven retention and uplift results
• Confidence, energy, optimism and a healthy dose of fun
• Exceptional proof of delivering next level customer experiences
• The ability to think strategically, and execute tactically

What matters most

Your skills will get you in the room, personality and determination will decide if you thrive here. At APLYiD our values are clear;

Because I love it – You love what you do and create an environment where others love working here too.

Own the outcome – You take responsibility for delivery, no matter the circumstances.

Surprise and delight – You are always looking for ways to exceed expectations, both internally and externally.

We value honesty, integrity, hunger, passion and a will to win. This role is best suited to someone who enjoys proactively driving outcomes and building strong long-term strategic customer partnerships. If you’re looking for somewhere to support you in

the next stage of your growth, and a place you can build something meaningful, we should talk!

What we offer

• Competitive Salary (£50k-£60k (DOE) + Commission + Share options (ESOP)
• Direct exposure to senior leadership
• A strong social and client event calendar
• The opportunity to help shape Customer Success in a growing SaaS company
• Flexible and hybrid working arrangements that support work-life balance
• Dedicated learning and development budget, including access to training, courses and industry events
• Opportunities for career progression as we expand our UK team

• If this role sounds like a great fit, we’d love to hear from you. Please apply via LinkedIn with your CV and a short cover note outlining why you’re interested in the role, the outcomes you’ve driven in previous positions and what you’re looking for in your next step.