Customer Success

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 e