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Customer Success Lead
Title: Customer Success Lead
Category: Accounting & Finance
Job type: Permanent
Job status: Full Time
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Let’s make passion pay

We’re all about loving what you do. And our passion is helping small businesses take card payments. It’s our thing. So we’re shaking up the industry. Throwing out the rule book. Taking on the big banks.

That’s why we need exceptional individuals. We’re not looking for ordinary, or people who think that good is good enough. We’re after the ones who stand out: with fire in their bellies, a spring in their step and brains that burst with ideas.

Does this sound like you? Do you like the sound of an unconventional career in a company that gives you the freedom to work autonomously and challenge the norm? If so, we’ll give you every opportunity to take ownership of all you do, bring new ideas to the table - and have a great time doing so.

The Role

We want our customers to love us. The new role of Customer Success Director will own the success of our High Value customers while managing and developing a team of customer success professionals. The team’s objective is to drive satisfaction and outcomes for the customer leading to renewals, expansion, and advocacy for our products.

Who we are looking for…

You will partner with our customers to ensure that they get the best out of our products. You are passionate about going the extra mile for our customers and making sure that they have a fantastic experience. You are able to build effective relationships and truly understand what the customers needs are.

What you will do…

Own the key objectives of the team: reduce churn, increase customer satisfaction and foster revenue expansion. Create programs and strategies to drive these Be the ultimate customer advocate. Advocate for changes in other departments’ ways of working to improve experience and collaborate with them to implement those Drive company-wide customer feedback loop and culture of Customer Success Develop and grow the team’s capabilities, processes and function in partnership with other areas across the business Recruit, mentor, create and inspire a world-class team Manage team incentives and performance Personally manage escalations from your direct reports, and follow a methodical escalation process to executive team Requirements

What you will bring...

5+ years experience in leading customer-facing teams (customer success or account management) in B2B, ideally SaaS Proven track record for managing stakeholders and orchestrating across different teams in an organisation Passion for exceeding customer expectations with an owner mentality and "doing whatever it takes" attitude Deep understanding of the recurring revenue business model and passion for generating revenue and growth Enthusiastic and hands-on leader with the ability to inspire and mentor others Highly-driven approach with a history of thriving in a high-growth, fast-paced environment Tenacious approach with high expectations for self and others Data-driven, analytical approach to identifying and evaluating new opportunities Excellent communication skills, both written and verbal Self-motivated and target driven with the ability to independently drive results Benefits

What you will get...

25 days annual holiday (which increases over time), discounted private healthcare, generous pension contributions, travel loans, a cycle to work scheme, subsidised gym membership, free fruit and drinks (including beers at 5.30) and exclusive discounts at many High Street stores.

We also have a lively social scene including Film nights, a Book Club, Sports and Fitness Clubs, seasonal parties - and a welcoming culture to make you feel right at home when you’re at work.

So if you want to make your passion pay, get in touch.
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