Associate Customer Success Manager: Drive Growth

GoCardless; Leeds; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Wellbeing

Work away scheme

Adaptive Working

Parental leave

Learning Budget

Time off

Job summary

GoCardless is seeking a Customer Success Manager to nurture a UK & Ireland portfolio, driving adoption and value across customers. You will map scope, identify stakeholders, and craft execution plans with your account team to expand GoCardless usage and revenue.

You will own the customer lifecycle, deliver value at milestones, and partner with Professional Services, Customer Advocacy and Renewal Managers to support time-to-value and retention.

Qualifications

• 2+ years experience in complex end-to-end client facing work environment.
• 2+ years experience with CS/Sales and/or Account Management.
• Additional languages a plus.
• Be a team player and have a growth mindset.
• Strong listening and verbal communication skills: you will need to quickly understand customer needs or issues and deliver a clear and concise response via video calls, emails, in person meetings
• Ability to manage conflicting priorities and thrive in a fast-paced environment.
• Be a good collaborator and can motivate or maintain enthusiasm of your team members.
• Finance/Payments industry experience is a plus.

Responsibilities

• Manage a book of business (BOB) and ensure delivery against milestones throughout the customer lifecycle, aligned with our team's business KPIs.
• Demonstrate strategic ownership of your BOB by operating independently, proactively identifying solutions to challenges and blockers, and leveraging direction from CS leadership when required
• Drive commercial discussions with customers by devising strategies to drive positive Net Revenue Retention.
• Own and execute Account Plans tailored to each customer's strategic goals, positioning GoCardless as a trusted partner.
• Partner with the Account Management and Sales team on Account Planning and driving total book of business growth through competitive, market and whitespace analysis.
• Share commercial ownership of the Account Commercial Success including the need to Identify, nurture and close expansion opportunities across the base.
• Identify and build a strong relationship with key stakeholders including C-suite, champions and end-users.
• Work Cross functionally and collaboratively involving leadership across the business to drive customer value.
• Mitigate risk including managing renewals for existing customers
• Forecasting accountability for your owned book of business

Skills

Client facing

CS/Sales

Account Management

Languages a plus

Team player

Growth mindset

Active listening

Communication

Prioritisation

Finance/Payments experience

Job description

GoCardless is seeking a Customer Success Manager to nurture a UK & Ireland portfolio, driving adoption and value across customers. You will map scope, identify stakeholders, and craft execution plans with your account team to expand GoCardless usage and revenue.

You will own the customer lifecycle, deliver value at milestones, and partner with Professional Services, Customer Advocacy and Renewal Managers to support time-to-value and retention.