Customer Success Manager

X4 Technology; Greater London; Hybrid; GBP 68,000 - 92,000; Full time

Job summary

X4 Technology in London is seeking an experienced Customer Success Manager to join a growing cross-border payments team. This client-facing role focuses on onboarding, relationship-building, and delivering an exceptional customer experience across international payments.

You will partner with internal teams, manage client onboarding throughout the lifecycle, and ensure smooth operations while addressing queries and issues promptly. The role offers a hybrid London work arrangement.

Qualifications

• 5+ years of experience in Customer Success, Client Services, Account Management, or a similar client-facing role.
• Proven experience in cross-border payments, international payments, or the wider payments industry.
• Strong understanding of international payment flows and the challenges businesses face when moving money across borders.
• Experience managing client onboarding and supporting clients throughout their lifecycle.

Responsibilities

• Lead and manage end-to-end onboarding for new clients, ensuring a smooth transition.
• Develop understanding of clients' business models, payment flows, and pain points.
• Identify opportunities to improve the client experience and service delivery.
• Guide clients through onboarding requirements, processes, and platform functionality.
• Act as bridge between clients and internal teams (operational, technical, compliance).
• Oversee day-to-day client operations and maintain accurate records and reporting.

Skills

Customer Success

Account Management

Cross-border payments

Client relationships

Onboarding

Job description

London | Hybrid (3 days per week in the office)

Salary: £80,000 per annum

Experience: 5+ years

About the Role

We are looking for an experienced Customer Success Manager to join a growing team in the cross-border payments industry.

This is a client-facing and operational role, ideal for someone who understands the complexities of international payments, enjoys building strong client relationships, and is passionate about delivering an exceptional customer experience.

You will be responsible for guiding clients through onboarding, understanding their business needs and pain points, resolving queries, and ensuring they get the most out of the company's payment solutions.

Working closely with internal teams, you will act as the key point of contact for clients while also managing the operational and administrative aspects of the customer journey.

Key Responsibilities:

• Lead and support the end-to-end onboarding process for new clients, ensuring a smooth and seamless transition.
• Develop a deep understanding of clients' business models, payment flows, challenges, and operational pain points.
• Proactively identify opportunities to improve the client experience and enhance service delivery.
• Guide clients through onboarding requirements, processes, and platform functionality.
• Identify potential onboarding challenges and work proactively to resolve them.
• Field and respond to client questions relating to cross-border payments, transaction processes, and platform functionality.
• Investigate and resolve client issues, working collaboratively with internal teams where necessary.
• Act as the bridge between clients and internal operational, technical, and compliance teams.
• Oversee day-to-day client operations, ensuring processes run smoothly and efficiently.
• Monitor client activity and identify potential issues or service disruptions.
• Maintain accurate client records, documentation, and internal reporting.
• 5+ years of experience in Customer Success, Client Services, Account Management, or a similar client-facing role.
• Proven experience in cross-border payments, international payments, or the wider payments industry.
• Strong understanding of international payment flows, payment processes, and the challenges businesses face when moving money across borders.
• Experience managing client onboarding and supporting clients throughout their lifecycle.

The team are offering an £80,000 annual salary, as well as a hybrid working model, with 3 days per week in the London office.

If you have experience in cross-border payments and enjoy helping clients navigate complex payment processes while ensuring smooth day-to-day operations, we would love to hear from you.