Commercial Manager - Client Success

Bank of London; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A financial institution in London is seeking a Head of Customer Success to build and lead its customer success function. The successful candidate will ensure new clients become long-term partners and drive their growth on the platform. Responsibilities include developing partner relationships, monitoring outcomes, and leading a high-performance team. Ideal candidates should have extensive experience in customer success or account management in a banking or fintech environment.

Qualifications

• Proven experience in a senior Customer Success or Account Management role.
• Strong leadership and team-building skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Develop partner relationships post-go-live.
• Monitor client outcomes and identify growth opportunities.
• Ensure client satisfaction by resolving operational requests.

Skills

Customer Success

Account Management

Leadership

Strategic Selling

Communication

Job description

Overview

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Bank of London offers a safer business banking model by holding all deposits at the Bank of England, eliminating the risk of 'bank runs.' It provides services such as Deposit, Embedded Banking, as well as Commercial Banking tailored to businesses. Powered by proprietary technology, the bank collaborates with SAP Fioneer to deliver innovative solutions. With a focus on exceptional service and core values of ownership, curiosity, the bank strives for excellence in all it does.

We are seeking a dynamic and strategic Head of Customer Success to build our customer success function to drive the commercial growth. This role is pivotal in ensuring we transform new clients into long-term partners, ensuring they grow, and maximise their potential on our platform.

Responsibilities

• Develop partner relationships post-go-live, ensuring they transition smoothly into active, high-value accounts.
• Proactively monitor client outcomes - volumes, revenues - and identify opportunities for growth (cross selling or volumes growth)
• Ensure client satisfaction - by ensuring any ops requests get resolved, coordinating internal teams - and turn clients into advocates.

Strategic Upselling & Consultative Sales

• Identify, pitch and close deals for new services to grow the value of our partnership

Leadership & High-Performance Team Management

• Implement new tools to increase performance and efficiency of the team.
• Gradually grow the team with the growth of the client portfolio.
• Set targets, manage performance.
• Challenge internal status quo and drive customer-centricity across the bank.

Requirements

• Proven experience in a senior Customer Success, Account Management, or Client Services role, ideally within a payments fintech or a bank platform environment.
• Strong leadership and team-building skills.
• Excellent communication and interpersonal abilities.
• Strategic seller with a hands-on approach and experience in closing large deals
• Experience managing complex partner ecosystems, managing partners performance and driving customer growth.

Location

London (5 days a week)

Travel to other locations may be required on occasion.

Diversity

Bank of London is an equal opportunity employer committed to inclusion, diversity and belonging. All qualified applicants are welcome and will receive consideration for employment without regard to race, colour, age, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.