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, and have recently expanded into the US.
This Fintech company are 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 .
Do you have great Customer Success Manager experience, within Financial Services? 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.
- No Customer left behind: You'll need to build a team of highly commercial and motivated Customer Success Reps focused on maximising the commercial opportunity of their Customers - bringing as many people through the onboarding funnel, working with Customers to get up to speed on our product and start spending, and intervening to retain Customers and reduce churn. You'll make sure the team has the right playbooks, tools, metrics and incentives in place to thrive.
- From high-automation to high-touch: You'll also be responsible for building, from scratch, a team focused on providing a differentiated experience for our highest-value Customers, leveraging our best talent to transition from reactive off-the-shelf support to proactive, relationship-led white-glove service.
- 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 our most valuable Customers and most critical journeys.
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:
- Experience building commercial 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
- 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 at Capital on Tap.
Diversity and Inclusion:
We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are.
We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves. We welcome, consider and encourage applications from anyone that shares this passion.
So what you waiting for? If the above Customer Success Manager role in Cardiff sounds right up your street, drop us an application today!