Since launching, this Fintech has become one of the fastest growing companies in the UK that now have their sights set on the rest of the world, having recently expanded into the US.
They have helped more than 120,000 small businesses across the UK and the US, and hope to partner with more than 1 million businesses by the end of 2025. Named by the Financial Times as one of the Fastest Growing Companies in Europe for 5 years in a row the global team of 200 people is continuing to expand and they are looking for a customer success manager to contribute to their ongoing success.
The people (and the office dogs) really are the best thing about working for the company, which has a dynamic, fun and vibrant culture. Your opportunities for growth are as big as your ambitions and they truly champion you to pilot your own ideas to have an impact and add value to the business!
This Fintech company is a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and welcome. They foster an environment that allows people to share, engage, learn, support, participate and work towards positive change. They also hold regular culture and inclusion events, such as Black History Month, Pride Week and International Women’s Day.
So, are you a customer success manager or head of customer success? Have you built and scaled teams? Would you like to join one of the UKs fastest growing Fintech companies, building their Customer Success team to deliver the best customer journey and looking for ways to enhance the customer experience? Do you want to join a business who is passionate about its people and will support you on your career journey, with great opportunities for growth and progression? Then we want to hear from you!
Responsibilities:
This FinTech have already built one of the best Customer experiences in their industry, but there's more work to do, and they’re looking to build a Customer Success function to take the experience they offer to their customers to the next degree of excellence.
As customer success manager, you'll need to build a team of highly commercial and motivated individuals.
The company are looking for someone to build out a team that will have two key functions:
- High value account management: responsible for providing world class customer service to their highest value customers. This will include proactive problem solving on the account (e.g. identifying if a card has been suspended / customer is likely to face issues before they reach out to us) and providing the best reactive customer service.
- High value customer success: commercial function focussed on encouraging high potential value customers through the acquisition funnel and ensuring that they’re then ramped up and spending with the company.
In your commercial customer success manager role you’ll be responsible for:
- Building a team of rockstars: ensure we have great talent that is correctly incentivized to provide a world class customer experience and add material value to the business.
- Process perfection: set up the playbooks, tools and processes required for the team to thrive.
- Optimizing for impact: set and define KPIs for the team and ensure these are easily traceable. It will be crucial to be able to show that the team is really adding value by offering customers a better experience and helping improve conversion through our acquisition funnel.
- Force change: you'll be able to draw conclusions about how to meaningfully improve the customer experience, and you'll be a key advocate for high impact those changes on behalf of their most valuable customers.
Success Metrics:
- Increase NPS, CSAT and spend in our Key Accounts
- Reduce complaints and churn, in our Key Accounts
- Increase % and value of Customers successfully onboarding with us
- Increase LTV by increasing spend and reducing churn across the book.
Who we're looking for in this Commercial Customer Success Manager role:
- Experience building commercial customer success teams
- Experience designing and executing RevOps playbooks and incentives
- Experience managing key account relationships
- Experience in Financial Services/Fintech is highly desirable
What you'll get in return:
- Competitive salary
- Meaningful incentive pay on top
- Excellent progression and opportunity to grow and develop – we give every employee £1,000 a year to grow their skills outside the company
- The chance to work for one of the top 30 financial services companies in the UK
- Private healthcare
- 28 days paid holiday (not including bank holidays)
- Travelcard loan and/or cycle to work scheme
- Anniversary rewards including 4 weeks fully paid sabbatical after 4 years
Diversity and Inclusion:
Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.
We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.
So what you waiting for? If the above Customer Success Manager role in Cardiff sounds right up your street, drop us an application today!