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 benchmark.

Get it done – We’re decisive and embrace a sense of urgency; we don’t let opportunities get away from us. We’d rather act quickly and take informed risks, iterating and learning as we go.

Win as one - We work as one team, supporting each other and aiming for shared goals. At Ophelos, the team isn’t just individual departments - it’s all of us together. We challenge and support each other because we care about everyone’s growth and success.

Ophelos is committed to creating a diverse work environment and is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. We are building an environment where every Ophelos team member can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or other protected characteristics as required by law and as a matter of our company values.

GDPR Notice

When you apply to a job on this site, the personal data contained in your application will be collected by Ophelos ("Controller"), located at 1 Finsbury Ave, London EC2M 2PF, and can be contacted by emailing [email protected]. Controller's data protection contact is Kofi Barnes, who can be contacted at [email protected].

This notice explains how we process your personal data throughout our recruitment process, including at the interview stage described below. Applying for a role with Ophelos is subject to the practices described in this notice — it is not a separate agreement you sign, but a description of how the recruitment process works. You won't be given a separate notice at each stage; Ophelos retains discretion over which of the described tools and processes are applied to any given application or interview, within the purposes set out below. This discretion does not extend to introducing automated decision-making without human review — that is addressed separately below.

What we use your data for

Your personal data will be processed for the purposes of managing Controller's recruitment-related activities, which include reviewing applications, setting up and conducting interviews and tests, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring process.

As part of this process, we use software tools — including AI-assisted tools — to help us organise, screen, and evaluate applications and interviews. This includes:

• Automated analysis of CVs and application materials to identify relevant skills and experience
• Automated analysis of interview transcripts to help summarise and score responses (see "Interviews" below)
• Generating scores, summaries, or insights to assist our recruiters

Currently, these AI-assisted outputs are advisory only. A human recruiter reviews every application and every AI-generated score or summary before any decision is made, and no application is filtered out or rejected by an automated process alone.

We may in future use automated tools to make, or take part in making, decisions about your application without human review at that stage, if we do so in a way that complies with applicable law at the time — for example, by obtaining your explicit consent, or where the decision is necessary for entering into a contract with you, and in either case only with appropriate safeguards, including your ability to request human review of, and to contest, that decision. If we intend to introduce this, we will update this notice and separately inform you before it applies to your application — this notice alone does not authorise it.

We also use historical, aggregated recruitment data to improve our processes generally — for example, to better understand which factors tend to be associated with successful hires. Where this involves data from past applicants, it is anonymised or aggregated before use, and is not used to make any decision about a specific individual.

Such processing is legally permissible under Art. 6(1)(f) UK/EU GDPR as necessary for the legitimate interests pursued by the Controller: the solicitation, evaluation, and selection of applicants for employment, and the improvement of Controller's recruitment processes.

Interviews — recording and transcription

If you're invited to an interview conducted by video or phone call, it will be recorded and automatically transcribed as a standard part of our recruitment process — this is described in this notice, which applies to your application as explained above. Where an interview is recorded:

• The interview will be recorded and transcribed using our video-calling provider (Google Meet).
• The transcript will be processed by AI tools (including models provided by Anthropic and Google) to help generate a summary and structured notes for the interview panel, and to help train and improve our own recruitment tools as described above.
• The recording, transcript, and any AI-generated summary will be stored on Ophelos's systems (hosted via Cloudflare) and in Greenhouse.
• A human interviewer/panel always reviews the AI-generated summary as part of forming their own assessment — it is a starting point for the panel, not a decision in itself.

Recording and transcribing interviews in this way is necessary for us to evaluate all candidates fairly and consistently, and is carried out under our legitimate interests (Art. 6(1)(f) GDPR) in running a fair, well-documented recruitment process.

Who we share your data with

Your personal data will be shared with the following processors, engaged by Controller to help manage its recruitment and hiring process:

• Greenhouse Software, Inc. — applicant tracking system (United States)
• Google LLC — video interview hosting/recording (Google Meet), and AI models used to help analyse application and interview materials (United States)
• Anthropic, PBC — AI models used to help analyse and summarise application and interview materials (United States)
• Cloudflare, Inc. — infrastructure and data storage supporting our recruitment tools [confirm storage region before publishing]

We use application and interview data, including through AI-assisted tools, to train and improve our own internal recruitment tools and models — for example, to refine how we identify relevant skills and experience, and to better understand what tends to be associated with successful hires. This is part of how we evaluate and improve our recruitment process on an ongoing basis.

The third-party AI providers who process this data on our behalf do not use it to train their own general-purpose AI models — it is used only to generate the specific outputs described in this notice.

International data transfers

Because the above providers are located in or transfer data to the United States, if you are located outside the United States, your personal data will be transferred to the United States once you submit it or once your interview is processed. Where the European Commission has not made an adequacy determination covering such a transfer, it is subject to appropriate safeguards, including Standard Contractual Clauses and/or the EU-U.S. Data Privacy Framework where the recipient is certified. You can obtain a copy of the relevant safeguards by contacting [email protected].

How long we keep your data

Your personal data, including any interview recordings, transcripts, and AI-generated summaries, will be retained for the duration of the recruitment process and for 24 months afterwards, to allow us to consider you for other roles and manage any related legal claims, after which it will be deleted or anonymised. You can request earlier deletion at any time by contacting [email protected].

Your rights

Under the GDPR, you have the right to request access to your personal data, to request that it be rectified or erased, and to request that processing be restricted. You also have the right to data portability and the right to object to processing based on legitimate interests, including interview recording — though for the reasons explained above, we may not be able to progress an application where a candidate objects to standard recording of the interview stage. In addition, you may lodge a complaint with an EU or UK supervisory authority (in the UK, the Information Commissioner's Office).