Our Client is a market-leading payment technology firm, providing solutions and services to countries and markets internationally, and are growing at pace. To support this, they require a Senior Customer Success Manager to join and play a leading role.
As Senior Customer Success Manager here you will lead the Customer Success function, managing a small team of Customer Success Specialists, and drive long term client value and retention. The role combines classic customer success leadership with commercial awareness, ensuring that clients realise maximum value from the company's solutions - from onboarding through renewal. You will act as the key liaison between clients and internal teams (Product, Technology, Operations, and Sales), champion customer needs, and support revenue growth through strong account management. You will also represent the company externally at key industry events and help shape our customer facing strategy.
Key duties across key principal areas will include:
Customer Success Leadership & Team Management
* 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
Account Management & Relationship Growth
* 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
Stakeholder Engagement & Programme Leadership
* Serve as the primary liaison to internal and external stakeholders on commercial initiatives
* Lead multi-stakeholder programmes, ensuring cross-functional alignment, comms, and delivery
* Drive cross-functional collaboration to support strategic goals
Industry Representation & Thought Leadership
* Represent the company 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 company's vision and offerings
The ideal candidate for the Senior Customer Success Manager role will have:
* 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 organized, detail-oriented, and responsive-committed to fast follow-ups and exceptional client service
* A willingness and ability to learn our products deeply and become a subject matter expert across the company's product suite
* Willingness to travel for client meetings, events, or industry conferences
Desirable:
* Experience working with clients in regulated environments (e.g., finance, gaming, e-commerce)
* Familiarity with alternative payment methods and expansion into emerging markets
* Proficiency with Product and/or Project tools (e.g. Confluence, JIRA)
* Proficiency in CRM tools (e.g., Salesforce) and customer engagement platforms