Customer Success Manager

Worldline; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join Worldline as a Customer Success Manager to empower the payment technology landscape. Shape customer experiences while managing key relationships and service processes. This role offers a dynamic environment for innovative thinkers with a passion for customer success, supported by excellent benefits and a commitment to growth.

Benefits

30 days holiday plus 4 bank holidays

Private medical cover

Flexible benefits

Life assurance

Pension schemes

Qualifications

• Experience in relationship management and communication with stakeholders.
• Ability to analyze complex data for informed decision-making.
• Experience managing customer escalations sensitively.

Responsibilities

• Lead the end-to-end service and experience for a portfolio of customers.
• Manage deviations to SLAs and coordinate service improvement plans.
• Chair monthly service reviews and track actions.

Skills

Analytical skills

Problem-solving

Effective communication

Organizational skills

Flexibility

Tools

Excel

Word

PowerPoint

Job description

Social network you want to login/join with:

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled Customer Success Manager, then get ready to join our company!

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement and customer experience. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative, and process-driven colleague to our team.

Day-to-Day Responsibilities

1. You lead and have accountability for the end-to-end service and experience of a portfolio of customers.
2. You review, manage, and report deviations to SLAs including development of any service improvement plans and coordination of incidents and root cause analysis.
3. You lead and coordinate necessary service improvement actions and own the improvement plan, including regular reviews with the customer and involving technical or senior input as needed.
4. You coordinate and report on root cause analysis for major incidents and communicate findings to customers and internal stakeholders promptly.
5. You report on and track problems and issues relevant to your customers and provide timely updates to stakeholders, driving continuous improvement to resolve issues effectively.
6. You chair regular monthly service reviews, record and track actions, and report performance to the customer’s Service Manager, facilitating reviews against service levels.
7. You lead in-life change requests on services, assessing impacts and implementing changes within the Worldline organization.

Who Are We Looking For

We seek big thinkers—people who can drive positive change, step up, and show what’s next. We value passion, a can-do attitude, and a hunger to learn and grow. Specifically, you should have:

• Sophisticated skills in analyzing complex data to produce clear, audience-appropriate information.
• Proven experience in relationship management, problem solving, and effective communication (written & oral) with stakeholders at all levels.
• Experience building excellent relationships with senior executives.
• A good working knowledge of Excel and other Windows-based programs (Word, PowerPoint), with the ability to organize and analyze data systematically.
• Excellent organizational skills to manage end-to-end service processes.
• Flexibility and adaptability to changing customer requirements.
• The ability to understand and explain complex issues, balancing detail and the big picture.
• Experience managing customer escalations with sensitivity while protecting company interests.

At Worldline, you’ll be at the heart of the global payments technology industry and help shape how the world pays and gets paid. Additionally, you will:

• Be part of a company recognized as one of the top 1% most sustainable globally.
• Work with inspiring colleagues and have opportunities to learn, grow, and accelerate your career.
• Enjoy 30 days holiday plus 4 bank holidays.
• Benefit from private medical cover, virtual GP access, discounts, cashback offers, flexible benefits, life assurance, and pension schemes.

Application Process

We aim to respond within 7 working days. If selected, you'll have a screening interview with a recruiter, followed by an interview with a Line Manager if progressing further.

Shape the evolution

Join us on an exciting journey into the future of payments technology. Work with ambitious colleagues worldwide, tackle unique challenges, and make a societal impact. With our empowering culture, advanced technology, and extensive training, we help you accelerate your career. Join our global team of 18,000 innovators and shape tomorrow.

Learn more about life at Worldline at careers.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy), sexual orientation, gender identity, age, disability, or other protected characteristics.