Customer Success Manager

Our Mission

At Ophelos, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals — no matter what they’re going through.

For too long, people in debt have borne the brunt of poor industry practices. Intimidating tactics, time-consuming customer service and a one-size-fits-all approach that overlooks the reasons anyone can fall into debt in the first place. Meanwhile, businesses suffer too. Poor customer experience translates to poor customer satisfaction, high churn rates, bad brand reputation and ultimately missed opportunities.

That’s why we’re taking a radically different approach. Pioneering an industry-first AI-native collections platform, we build products that help individuals clear their debts in a way that suits them, whilst providing businesses with an improved customer experience and game-changing insights into their customer base.

Since our launch in 2021, we’ve worked with some of the UK’s leading companies, including Octopus, Scottish Power and Philips — helping millions of people move toward a more stable, debt-free future. In 2023, we were acquired by Intrum, Europe’s biggest credit management service and have begun the next phase in our growth — expansion into 17 European markets over the next two years.

Customer Success Manager

London-based (Hybrid - 3 days per week in our London office, standard Monday, Wednesday, and Thursday pattern)

About the Role

Ophelos is Intrum's centre of excellence for product, technology, and innovation, playing a pivotal role in making Intrum an agentic company. Within this ecosystem, the Market function serves as the vital adoption engine ensuring our technology lands, embeds, and transforms operations across European territories.

Within our Markets team, there is a strict distinction between Project Management and Customer Success. Where our Project Managers own short-term execution — getting work launched, unblocking rollout obstacles, and holding planning discipline to get deployments over the line — our Customer Success Managers own everything that follows. Your mandate begins once a product lands: turning that launch into sustained, expanding usage, deep local trust, and permanent operational change.

As our Customer Success Manager, you own the long-term health and growth of our products inside each market. You will not manage launch schedules or timeline checklists; you will embed with regional operational leaders to diagnose friction, onboard new clients onto the platform, and ensure local teams extract compounding value every day. You bridge regional operational realities back into central Product and Forward Deployed Engineering teams, ensuring our platforms become indispensable.

What You'll Do

Drive deep adoption and build trust on the ground: Partner directly with regional operational teams and leaders post-launch, fostering the credibility and working relationships needed to embed new habits.

Onboard new clients onto the platform: work cross functionally with the Market to prioritise onboarding of clients, define the roadmap and hold accountability for execution of the roadmap.

Spot where a market struggles and act: Proactively monitor post-rollout operational health and user engagement, offering solutions before low adoption hardens into disuse.

Build relationships: Cultivate and sustain executive-level relationships, maintain continuous operational cadences with local market leads, acting as their trusted advisor and translating ground-level feedback into actionable roadmap priorities for central teams.

Drive value realisation: Define, track, and communicate the business impact delivered through Ophelos and expand it.

Build scalable success frameworks: Design self-sustaining client onboarding programmes, playbooks, and adoption metrics from scratch so regional teams master our platform without continuous central hand-holding.

Champion agentic workflows: Guide local operational staff in deploying prompt-assisted tooling and AI-native workflows, helping them eliminate routine manual overhead and modernise everyday processes.

About You

You are an experienced operational problem-solver with strong technical fluency, high analytical rigor, and a proven ability to lead without formal authority. You thrive in complex, high-stakes environments where priorities shift and clear structure must be created from ambiguity.

What matters is your ability to understand how operational teams work, identify unstated operational needs, and build long-term relationships that turn technology rollouts into permanent ways of working.

You'll likely have:

8+ years of experience in customer success, account management within B2B SaaS and/or or AI native companies.

High AI fluency, including practical experience with prompt-assisted tools, workflow automation, and agentic concepts

Proven ability to build and maintain strong relationships with technical and business stakeholders.

Excellent communication, presentation, and interpersonal skills.

Proven ability to manage multiple engagements simultaneously and prioritise tasks effectively.

A strong customer-centric mindset with a passion for helping others succeed.

Demonstrated capacity to challenge a client, defend a point of view, and navigate the political complexity of large organisations

Ability to commute to our London office for our standard hybrid pattern of three days per week (Monday, Wednesday, and Thursday)

Ability to travel to European markets 2-3 days per month

Bonus points for:

Experience driving technology adoption across diverse European markets or regulated industries

Practical background guiding traditional operational teams through AI adoption and workflow modernisation

Background in financial services, credit management, or enterprise SaaS environments

Fluency in English, and other European languages

Why This Role

This is an opportunity to shape the post-launch adoption engine for Intrum's group-wide transformation. While others focus on getting software out the door, you ensure that technology permanently upgrades how thousands of people across Europe do their jobs.

You will sit at the crossroads of agentic AI innovation and international operations, with full ownership of how our platform delivers value on the ground.

Working Arrangements

Based in London, operating on a hybrid model with three days per week in our London office (standard Monday, Wednesday, and Thursday pattern).

Ophelos is an equal opportunities employer. We are committed to building a diverse and inclusive team.

About Our Team

Ophelos launched in June of 2021, backed by investors such as AlbionVC, Connect Ventures and Fly Ventures. In 2023, we were acquired by Intrum, Europe’s biggest credit management service. Our growing team has team helped build some of the world’s most successful businesses, including the likes of Monzo, Google, Oracle, ASAPP, IBM and more — in addition to pioneering innovative products, sitting at the intersection of enterprise, financial technology, artificial intelligence and academia, working with institutions such as Oxford University, the University of Amsterdam and the University of Hong Kong.

Our Values

Supporting customers and businesses to improve their financial health is a long-term mission. Our company values act as our north star, steering our every move as an organisation and are the backbone of our unique company culture. Our values and culture allow us to stay true to our larger purpose, even as we continue to grow at a rapid pace.

Customers and Clients first – We exist to help real people move through debt and to get clients paid back. This commitment drives how we design products, deliver services, and interact with customers and clients daily.

Dream big – We have ambition and drive to succeed - we’re not just raising the bar, we’re confidently asserting ourselves as the benchm