Our client is transforming the payments space with a suite of innovative products, including a digital wallet, contactless wearables, and cash vouchers. They are seeking an experienced and customer-focused Senior Customer Success Manager to lead their Customer Success function and manage a small team of Customer Success Specialists while driving long-term client value and retention. This full-time role involves combining classic customer success leadership with commercial awareness, ensuring that clients realise maximum value from the solutions offered—from onboarding through to renewal. The successful candidate will act as the key liaison between clients and internal teams, including Product, Technology, Operations, and Sales, championing customer needs and supporting revenue growth through strong account management practices. Additionally, they will represent our client externally at key industry events, contributing to the development of customer-facing strategies.
- Develop the Customer Success strategy, ensuring alignment with company objectives and customer value goals.
- Set team goals, performance targets, and KPIs, ensuring they are tracked, monitored, and continually improved.
- Lead and mentor a small team of Customer Success Specialists, fostering a high-performing, customer-centric culture.
- Implement scalable processes, playbooks, and operational frameworks across onboarding, adoption, and retention.
- Analyse customer health metrics, trends, and insights to drive proactive engagement and reduce risk.
- Drive continuous improvement across the customer lifecycle, ensuring consistent and high-quality service delivery.
- Manage strategic customer accounts, ensuring high satisfaction and long-term partnership value.
- Develop account plans, monitor health metrics, and proactively identify risks and opportunities.
- Collaborate closely with Sales on renewals and upsell opportunities.
- Maintain strong relationships with merchants, partners, and key decision-makers.
- Serve as the primary liaison to internal and external stakeholders on commercial initiatives.
- Lead multi-stakeholder programmes, ensuring cross-functional alignment, communications, and delivery.
- Drive cross-functional collaboration to support strategic goals.
- Represent the organisation at key industry events, conferences, and client meetings.
- Build and maintain a strong network of industry contacts and partners.
- Act as a brand and social ambassador, promoting the organisation’s vision and offerings.
Job Requirements:
- 5+ years of experience in Customer Success, Account Management, or a similar client-facing function, with at least 2+ years operating in a senior-level role.
- Proven people management experience, including mentoring, coaching, or leading a team within a customer-facing or operational environment.
- Commercial experience in fintech, payments, SaaS, or similar industries.
- Strong understanding of digital payments flows, client onboarding journeys, and regulatory/compliance frameworks (e.g., KYC, AML).
- Excellent interpersonal and communication skills—able to translate complex technical topics for commercial audiences and vice versa.
- Comfortable working with data and KPIs; able to analyse trends, flag issues, and take action based on insights.
- Self-motivated and proactive, with the ability to take initiative and work independently.
- Highly organised, detail-oriented, and responsive—committed to fast follow-ups and exceptional client service.
- A willingness and ability to learn the products deeply and become a subject-matter expert across the suite.
- Willingness to travel for client meetings, events, or industry conferences.
What You’ll Love:
This role offers the chance to play a key part in maintaining and enhancing the jurisdiction’s reputation. You will work in a collaborative environment with opportunities to develop your skills in regulatory oversight, policy creation, and risk-based supervision. The organisation values professional growth and offers ample opportunities for training and career development.
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