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Senior Manager, Customer Success,
Posted on 4/30/2022
Belfast, UK
Experience Level
Desired Skills
Data Analysis
  • 8+ years of experience in a customer success, account management, or relationship management function
  • 5+ years of people management experience at a high growth B2B SaaS or Fintech organization
  • People manager at heart - you love mentoring, leading and contributing to the professional development of those around you
  • You have a high level of intellectual curiosity
  • You see opportunity and growth in learning more and continuously improving processes, yourself and your team
  • Deep commitment to a “win-win” mindset that will allow us delight customers, while driving product adoption and additional commercial value
  • Ability to manage multiple people/accounts/priorities at a time - organization, time-management, and attention to detail are critical
  • Proficiency in project and team management (managing capacity, budget, addressing project issues/delays, stakeholder management, operational efficiencies)
  • A drive to learn and be curious, with the desire to understand our customers' problems and goals and then effectively drive and manage outcomes
  • Desire to work cross-functionally with other leaders to grow the Transaction Services business
  • Experience/familiarity with Slack, Apple MacOS and GSuite
  • Working to identify opportunities and design/implement solutions for process improvements, as well as improvements to tooling and analytics. Help lead and optimize the CS ecosystem of tools, processes and enablement by working closely with our systems team to scope business requirements with CS stakeholders and guide implementation of new tools and features
  • Leading cross-functionally to drive customer success
  • Clarify ownership for each part of the journey
  • Gather feedback from other departments, including Sales, Legal, Compliance, Risk, Treasury and Product Marketing
  • Advocate for changes in other departments' ways of working (including our onboarding process) and collaborate with them to implement those
  • Create company-wide customer feedback loop and disseminate key findings to appropriate stakeholders
  • Driving alignment with Sales, Compliance, Risk and Legal (all pre sales teams determining customer expectations and journey) while optimizing for Customer Journey
  • Define CSM involvement during sales cycle
  • Define and optimize customer journey by building a 360 degree feedback loop
  • Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening” points (e.g. on usage, NPS), and others
  • Personally manage escalations from each customer vertical, and follow a methodical escalation process to execs iterating on EWS(early warning system), escalation paths, key customer risk analysis, etc
  • Driving true value for customers
  • Focus equally on TTV and LTV optimization driving to identify and measure every customer by outcome realization, success and growth
  • Find ways for CSMs to deeply understand our customers' objectives and become a trusted right-hand advisor
  • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Share feedback and intelligence with the Product and Development teams to identify new potential features/functionality and influence our product roadmap
  • Partner with Account Executives, and Revenue Leadership, taking a lead role to ensure excellent customer experience, seamless handoff and commercial alignment
  • Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities
  • Mindful - you seek to be respectful, an active listener and to pay attention to detail
  • Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals
  • High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance

201-500 employees

Platform for businesses to accept payments and send payouts
Company mission
Circle's mission is to raise global economic prosperity through programmable internet commerce. The company is a global financial technology firm that’s at the center of digital currency innovation and open financial infrastructure.
  • Paid time off - We offer flexible paid time off — take what you need as long as it works with you and your team, and all Circle employees get mobile phone and home office reimbursements.
  • Health coverage - No matter where you live, we offer a market competitive suite of benefits. Enroll in health, dental, vision, disability, and life insurances, and Circle covers some or all of the premiums.
  • Invested in your future - All U.S. full-time and part-time employees enjoy 401(k) and pensions (with 4% company match if you contribute 5% or more), and share Circle’s success via company equity awards.
  • Learning & development - Your individual growth and development is important to us and we provide the resources to help you grow your career while at Circle.
Company Values
  • We are Multistakeholder - As an institution, we exist in a broad stakeholder context, which means that we must organize, incentivize and measure ourselves against meeting the needs of all of our stakeholders — our customers, our shareholders, our employees and families, our local communities and our world.
  • We are Mindful - We seek to be present and aware, to be respectful, active listeners (with each other and with our customers alike), and to pay attention to detail. We don’t rush to judgement, and when we are swept up by strong emotions we patiently observe and acknowledge them and try to not just react. Our mindfulness leads to better understanding, and more respectful, careful and deliberate choices.
  • We are Driven by Excellence - We are driven by our mission and our passion for customer success. Being driven also means that we relentlessly pursue excellence, that we do not tolerate mediocrity, that we reward based on merit, and that we work intensely to achieve our goals. Being driven doesn’t mean that we are assholes and plough over people or tolerate a culture of aggressiveness. We are a team. Part of our drive is to bring everyone along in our collective achievement.
  • We are High Integrity - We seek open and honest communication, and hold ourselves to very high moral and ethical standards. When we say we will do something, we do it. When we are having difficulty and need help, we talk about it. We treat each other and our customers with the utmost respect. We reject manipulation, dishonesty and intolerance. We welcome vulnerability and uncertainty, which needs to be listened to in order to bring people along, and helps us to constantly learn and improve. Our customers and partners implicitly experience us as high integrity, and our customer centric choices demonstrate this to them again and again.