Customer Success Manager

Description

TrueLayer’s Customer Success team is responsible for nurturing and growing our key customer relationships. We rely on Customer Success to ensure clients are given world-class service and ensure that their experience of using TrueLayer’s products exceeds their expectations. Customer Success Managers (CSMs) are “Trusted Advisors”, working to maximise the value our payments products provide and expanding the use cases and scope of impact for our customers. 

We’re looking for self-starting and out-of-box thinking professionals who see the big picture of wherePay by Bank is headed. CSMs will support our most strategically important clients, demonstrating thought leadership, delivering insights and assisting them to adopt our products. They are the conduit into the TrueLayer business, advocating on behalf of the client to ensure their needs are met.

CSMs work closely with a wide range of teams from Product, Sales, Operations and everyone in-between to deliver value and have a detailed understanding of how and why a customer uses our products. Most importantly, CSMs are excited about delivering incredible service and creating success for clients by driving the adoption of our payment method at the checkout and growth.

If you are excited to play your part in our story as we grow across the UK and Europe , we want to hear from you!

Our mission is to grow the pay by bank economy. We’re currently the leading pay by bank provider in the UK, and we’re just getting started…

What we expect from you as a Customer Success Manager:

• Drive end-user adoption and retention at the checkout of our largest enterprise merchants through best-in-class customer experience; 
• Own your portfolio of key merchants, meeting strategic and growth goals on share of checkout and revenue growth through cross-sell and upsell initiatives;  
• Build and leverage relationships at all levels of our client organisation; from C-level executives through to operational, to increase revenue and adoption of our product;
• Provide strategic and consultative thought leadership and data-driven insights to help influence the payments strategy of large enterprises working in iGaming, Financial Services and eCommerce industries; 
• Collaborate with Sales, Product, and Marketing teams to channel the most important insights for revenue and end-user usage growth, impact product roadmaps, and ensure our solutions meet the needs of our Enterprise customers;
• Leverage operational and project management excellence in bringing large enterprise clients live and promote growth through client account planning, optimal rhythms and action-oriented KPIs.
• Conduct regular meetings with your clients virtually and in person (some level of travel may be required). 

About you:

• Obsessed with delivering client and Truelayer growth through user adoption 
• Enjoy engaging others and developing positive working relationships at all levels of an organisation
• Enthusiastic about leading strategic payments conversations, presenting business reviews, and improving share of wallet at the checkout
• Skilled in leveraging your business knowledge and analytical abilities to strategically assess and help reach Truelayer and client goals
• Adept at prioritising and coordinating multiple projects across different teams, while motivating and collaborating with others to achieve results
• Previous experience with driving growth and adoption at the checkout with large clients in the payments or fintech space. 

We would be really excited if you have:

• Relevant vertical experience (particularly within iGaming or eCommerce)
• Previous work in a technology company, ideally specialising in APIs

Don’t meet all the requirements?

Multiple studies have shown that women and people of underrepresented groups are sometimes less likely to apply to jobs unless they meet every single requirement.  At Truelayer, we are committed to building a diverse workforce, so if you are excited about this role and have the essential skills, but not the entire checklist - we’d still love to hear from you!

Benefits:

What you can expect from us:

• Meaningful equity in the company 💰
• Flexible hours and hybrid working — work from home 🏡 3 days a week and our incredible offices 2 days a week in London 🇬🇧Milan 🇮🇹  and Dublin 🇮🇪
• Need to collect the kids from childcare? Love a workout in the gym first thing?  No worries, we trust you to do your best work within our hybrid framework 🧘
• A one-off remote-working budget to help you set up your home office 💺
• 24 days holiday as standard  ✈️ with flexible bank holidays, so you can take those days whenever you like 🌍
• 12 fully-paid wellbeing days a year and your birthday off (on top of the holiday allowance) 🕊️
• 2 volunteering days to support causes important to you
• 90 day ‘work from abroad’ policy 👩‍💻☀️
• Generous parental leave, above and beyond statutory requirements and with no minimum tenure 👪
• Competitive pension contribution at 4% & 4% 🧓
• Private health insurance from the day you start 🧑‍⚕️
• Membership of mental wellbeing platform Spill and premium Calm subscription
• A £1000 budget to spend on learning & development each year 📚
• Free lunch from Just Eat 🥙 (If you choose to work from the office on Tuesdays, Wednesdays and Thursdays)