Open to opportunities

Andrea User

@andreauser11

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Customer Success Manager with 7+ years in UK banking, driving retention, onboarding, and long-term client partnerships.

Italy

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What I'm looking for

I’m looking for a Customer Success role in fintech/SaaS where I can own client outcomes end-to-end—onboarding, retention, and adoption—while coaching teams, managing escalations, and using CRM + KPIs to deliver measurable value and long-term partnerships.

I’m a multilingual Customer Success professional with 7+ years of client relationship management experience in UK banking and financial services, specializing in building long-term partnerships. I focus on onboarding, retention, and making it easy for clients to succeed—so they keep coming back.

In my most recent role at Santander Bank, I owned a 100+ client retail portfolio across three branches, managing the full client lifecycle with strict regulatory compliance. I monitored onboarding to retention (in-branch and remotely), used internal CRM to track interactions, and delivered outcomes that consistently improved customer satisfaction.

I’m also a coach at heart. I designed structured coaching programs—group sessions, 1-to-1 mentoring, and role-play simulations—that increased specialist referrals and elevated team performance. I’ve supported colleagues through major transitions, including a pilot training program for remote customer service that later became the team’s standard onboarding approach.

Now, while relocating to Italy, I’m targeting Customer Success, Service Account, and Client Relationship roles in software houses, fintech, and SaaS. I combine stakeholder management and escalation handling with a modern toolkit (Salesforce, HubSpot, Microsoft Office, and CRM foundations) to drive measurable adoption, loyalty, and trust.

Experience

Work history, roles, and key accomplishments

Current

Support Coordinator

Current

Aylward Academy

Jan 2025 - Present (1 year 5 months)

Provided educational and wellbeing support for students from challenging backgrounds through individual and group sessions, supporting motivation and personal development. Led trilingual family meetings (IT/EN/ES), collaborated on operational improvements, and monitored the impact of support programmes to adapt interventions.

Student Support Group Facilitation Support Programme Evaluation Process Improvement

Financial Planning Manager

Santander Bank

Jul 2022 - Sep 2024 (2 years 2 months)

Owned a 100+ client retail portfolio across three branches, managing onboarding, retention, and long-term relationship development while maintaining full KYC and risk identification reporting (100% compliance). Built structured field coaching and multilingual consultative communication (IT/EN/ES) that increased specialist referrals and improved client satisfaction.

Customer Success Management Client Onboarding Client Retention Portfolio Management Coaching Risk & Compliance Regulatory Compliance

Customer Experience Consultant

Santander Bank

Jun 2017 - Jun 2022 (5 years)

Delivered multichannel client relationship management (video/phone/chat) focused on retention, problem resolution, and tailored financial product consulting. Trained and mentored new team members and led a remote customer service pilot that became the team’s standard onboarding approach.

Customer Experience Client Relationship Management Retention Strategy Multichannel Support Identity Verification Fraud Prevention Digital Adoption Stakeholder Management

Education

Degrees, certifications, and relevant coursework

CII Chartered Insurance Institute

CII Diploma in Regulated Financial Planning, Regulated Financial Planning

2022 -

Activities and societies: Units completed: R01 Financial Services & Ethics; R02 Investment & Risk; R03 Personal Taxation; R05 Financial Protection.

In progress since 2022, studying the CII Diploma in Regulated Financial Planning, including key regulated units such as financial services, investments and risk, personal taxation, and financial protection.