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Power the new era of financial innovation.

Head of Customer Success

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TrueLayer’s Customer Success team is responsible for the entire lifecycle of our clients. We rely on our Customer Success team to ensure clients are given world-class service with the utmost trust and diligence, and ensure that their experience of using TrueLayer’s products exceed their expectations. Customer Success Managers are “Trusted Advisors”, working to map out use cases and help our Customers realise value in our service.

As our Head of Customer Success, you’ll help the CS team to build a strategic direction, roll up your sleeves to execute on it, and be empowered to scale the entire function. You’ll combine your client focused mindset with a creative approach to become a leader and contributor who collaborates with our Leadership team and the Sales, Product, Operations and Engineering functions, to optimise for long term value creation.

If you love enabling clients to build successful user experiences and products and are excited to play your part in our story, as we expand our platforms across Europe, we want to hear from you!

Who we are:

At TrueLayer, we build universal APIs that allow companies to access the financial data of their customers and facilitate direct bank payments, securely, reliably and efficiently.

Headquartered in London, we’re a small team of talented, creative problem-solvers who are working hard to build the most innovative financial technology possible. To date, we’ve raised $ (workable.com/nr?l=https://blog.truelayer.com/today-and-tomorrow-180ef88fa4a0) 47M (workable.com/nr?l=https://blog.truelayer.com/today-and-tomorrow-180ef88fa4a0) from investors like Tencent, Temasek, Northzone, Anthemis, and Connect Ventures.

Our long term vision is to power the next era of financial innovation, and our short term mission is to grow the Open Banking economy.

And, we’re just getting started.

As our Head of Customer Success, you will:

* Lead the Customer Success function by training, engaging and developing your team;
* Build and implement processes to maintain high customer satisfaction and minimise churn;
* Monitor customers' KPIs to drive the usage of our products;
* Create internal goals and set up your team for success;
* Identify bottlenecks and inefficiencies in the customer lifecycle, and ensure they are addressed promptly;
* Communicate customers' needs to the Product team and help shape our product roadmap;
* Work closely with Sales and Client Care to ensure we consistently deliver a service above and beyond customer expectations;

Requirements

What we need from you:

* Have a demonstrable track record in Customer Success including leading and growing productive teams;
* Be metrics driven - you love backing up assertions with data, but aren’t afraid to make important decisions without waiting on the complete picture;
* Have a customer focused mindset, putting customer experience first in every action you take;
* Are a strategic, self-driven thinker with the ability to shape and implement processes on a global scale;
* Are able to prioritise efficiently without compromising on quality;
* Show strong technical knowledge to discuss architecture and product decisions;
* Lead by example, and love to empower your teammates to do their best work.

Nice to have:

* A business management, computer science or technology focussed degree;
* Any previous work in FinTech, Payments or Financial Services;
* Any previous work in a SaaS company, specifically specialising in APIs;

Benefits

What you can expect from us:

As well as working alongside other friendly, passionate and talented people, you’ll also get:

* Competitive salary (+ bonus) and meaningful equity in the company
* A lovely, spacious, natural light filled office in Clerkenwell (workable.com/nr?l=https://goo.gl/maps/nKGeDjsA7KYLBxZi9) 🏢
* 🥗🍝Team lunches on Friday 🍕🍔
* Flexible work and hours - we all work at home, or elsewhere, from time to time ⌛
* Flexible holiday policy ✈️
* Generous parental leave 👩‍👩‍👦
* An employer sponsored pension 👴🏾
* Vitality Health Insurance from day 1⚕️
* Learning & development allowance 📚
* Annual retreat 🏖️
* Regular socials 💃🏽
* Choice of hardware 💻
* (and yes we have a ping pong table 🏓)

Be your True(Layer) self at work

At TrueLayer, we choose to talk about Inclusion and Diversity [in that specific order] because we believe Diversity won’t be successful without Inclusion first.

We value our people. We celebrate multiple approaches and points of view. And we feel comfortable voicing a contrary opinion. We build teams, cultivate leaders and create a company that’s the right fit for every person in it.

As we go global, we want our team to reflect the diverse and multicultural world we live in.

We look forward to hearing from you!


Please note - we do not accept applications from recruitment agencies.