Senior Customer Success Manager
Job description
Senior Customer Success Manager at TrueLayer.
About the role
TrueLayer is expanding its team to support the growth of its Pay by Bank network across Europe. This role focuses on managing the post-sale lifecycle for major enterprise merchants, acting as a strategic advisor to drive product adoption and revenue growth.
Key facts
What you'll do
- Manage a portfolio of global brands, driving end-user adoption and retention at the checkout.
- Own growth targets for your accounts, including revenue expansion through upsell and cross-sell initiatives.
- Build relationships with stakeholders ranging from operational staff to C-level executives like CFOs, CIOs, CTOs, and CMOs.
- Provide consultative insights to influence payments strategy for clients in iGaming, Financial Services, and eCommerce.
- Collaborate with Product, Marketing, and Sales teams to relay client feedback and shape product roadmaps.
- Execute account planning, project management, and performance tracking using defined KPIs.
Requirements
- Proven experience driving growth and product adoption at the checkout for large clients within the payments or fintech sectors.
- Ability to manage complex projects across multiple internal teams.
- Skill in presenting business reviews and leading strategic discussions.
- Strong analytical capabilities to assess client goals and align them with TrueLayer objectives.
Nice to have
- Previous work experience in the payment industry.
- Vertical-specific expertise in eCommerce, Retail, Travel, or Marketplaces.
Skills & tools
- Strategic account management
- Payments industry knowledge
- Data-driven insight generation
- Cross-functional project management
Practical notes
Benefits include meaningful equity, private health insurance from day one, and a 4% employer pension contribution. The role operates on a hybrid model with 2 to 3 days per week in the London office. You receive 24 days of holiday plus flexible bank holidays, 12 wellbeing days, your birthday off, and 2 volunteering days. Additional perks include a 90-day work-from-abroad policy, a 1000 GBP annual learning and development budget, and free lunch via Just Eat when working from the office. TrueLayer supports inclusive hiring and encourages applicants who may not meet every listed requirement to apply.