Customer Success Manager - Enhanced

Job Description

About us

We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customers' bank accounts. Our global payments network and technology platform take the pain out of getting paid for 70,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$30 billion of payments across more than 30 countries. We're headquartered in the UK, with additional offices in Australia, France, Germany and the United States.

The Team

The Customer Success team is part of the Customer Success Group (CSG) and is responsible for managing our top tier customers across both the Mid Market and Enterprise segments. We believe in owning the outcome and embedding the behaviours that drives exceptional SaaS customer retention, growth and the ability to capture compelling customer data and stories

The role

As a Customer Success Manager, you will be responsible for the long term success of our merchants with GoCardless.

Day to day, you will:

• Manage a broad portfolio of our Mid Market customer base in a personalised fashion, ensuring your owning the outcome
• Accountable for managing risk, forecasting accurately and spotting and driving growth opportunities
• Work closely with Sales and Onboarding to run efficient and effective merchant handover and Kick off meetings
• Understand, through consultation and partnerships how to identify customers pain points and drive them towards value
• Create and deliver success plans and success reviews with your merchants to optimise their usage of GoCardless and constantly drive value
• Advocate for our merchants internally by delivering informed, quantified feedback, especially ensuring this is clearly communicated to our product team
• Mobilise relevant teams to manage priorities and drive actionable outcomes
• Work closely with the Director, Customer Success to refine and improve processes and being proactive in driving new projects and initiatives
• Coordinate with Customer Experience to ensure we’re delighting customers, so we can capture customer stories leading to referrals, testimonials and case studies

What we’re looking for

We’re looking for someone who relishes the challenge of understanding each merchant and their industry. You should apply if:

• You can clearly demonstrate your experience working in a customer-facing role in either a CSM, Account Management or Implementation role ideally within a SaaS company
• You have a passion for driving successful customer outcomes in a strategic fashion.
• You drive value by being curious, consultative and are able to ask the right questions
• You have a proven track record in managing risk, forecasting and identifying growth opportunities
• You are commercially astute and can demonstrate this
• You have experience prioritising your time, especially between multiple important and urgent issues
• You love working cross-functionally and partnering with other teams on projects and are able to successfully mobilise them when needed

This role principally suits people with consulting or previous Customer Success experience, particularly in technology, finance or SaaS.

Life at GoCardless

When it comes to culture, we're proud of what we call the 'GC magic'. It's primarily defined by our values: Start With Why, Be Humble, Act with Integrity, and Care Deeply. They've been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.

Because we're now delivering on our important, and ambitious vision to become the world's account-to-account payment network, we're working at pace. To help clear the path to success - so any obstacles and blockers don't slow us down - we've introduced our own set of operating principles, which live alongside our values. They're designed to help us successfully navigate our continued growth by helping us work together better. They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes. Read more about our values and operating principles here.

There's lots more to the magic. We view Diversity and inclusion as a business imperative, so we have a leader whose role it is to ensure we create an inclusive workplace where people from all backgrounds can thrive, and where people from all walks of life want to join us. We also have high engagement with our GeeCee-led 'employee resource groups' (such as BEAM, Inspiring, Pride, and Access) that are supported and sponsored by members of our Exec team. You can view our latest Gender Pay Gap report here.

We're also rolling out our 'Adaptive Working' and 'Work Away' schemes. Adaptive Working will allow you to work flexibly, and in a way that fits around your lifestyle, whilst still ensuring teams can collaborate effectively and get together and socialise. It comprises three components: days in the office, remote working, and a thoughtful environment. Work Away gives the flexibility to work away from your normal place of work for up to 90 days in any 12 month period.

We also offer enhanced parental leave , pension packages, and you'll receive equity. Having this 'buy in' is a vital part of building a successful business where everybody - regardless of their role - can make a valuable contribution.

There's also our legendary 'GC Fridays'. They're four additional all-company days off every year, giving GeeCees a chance to switch off and relax, as a token of thanks for everyone's hard work and commitment.

Find out more about Life at GoCardless via Twitter , Instagram and LinkedIn .