Commercial Manager - Client Success

Bank of London; London; On-site; GBP 70,000 - 115,000; Full time

Job summary

A fintech banking institution in London seeks a Head of Customer Success to drive commercial growth by developing long-term partner relationships and ensuring client satisfaction. Ideal candidates should have proven leadership experience in Customer Success or a related field, with strong abilities in strategic selling and managing complex ecosystems. This full-time position requires in-office work five days a week.

Qualifications

• Proven experience in a senior Customer Success or Client Services role.
• Strong leadership and team-building skills.
• Excellent communication and interpersonal abilities.
• Experience managing complex partner ecosystems.

Responsibilities

• Develop partner relationships to ensure satisfaction and retention.
• Identify opportunities for growth through strategic upselling.
• Implement tools to enhance team performance.

Skills

Leadership skills

Customer satisfaction management

Strategic selling

Interpersonal communication

Job description

Bank of London is a next-generation banking technology platform company redefining the future of financial services. We combine cutting-edge technology with deep financial expertise to deliver seamless, secure, and scalable banking solutions to our partners and clients.

We are seeking a dynamic and strategic Head ofCustomer 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.

Client Retention & Revenue Growth

• 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.

· 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Banking

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