Customer Success Manager

Icon Solutions Ltd; Wimbledon; On-site; GBP 70,000 - 110,000; Full time

Job summary

Icon Solutions Ltd seeks a Customer Success Manager to drive adoption of IPF across Tier 1 Banks in the EMEA region. You will manage senior client relationships, balancing commercial goals with technical adoption and client value realization.

You will collaborate with internal teams to feedback product roadmaps, identify upsell opportunities and support implementation, while maintaining governance and satisfaction across large enterprise clients.

Qualifications

• Proven track record of working at a software vendor with Tier 1 banks and financial institutions in a client-facing role.
• Experience in the Account-to-Account Payments industry is preferred.
• Ability to understand client tech stacks and architectures.
• Strong leadership and ability to drive cross-functional teams.

Responsibilities

• Drive adoption and value realization through regular client connections and QBRs.
• Coordinate internally across Icon teams for roadmap feedback and upsell opportunities.
• Manage commercial governance and stakeholder relationships.
• Quantify client satisfaction via annual surveys.
• Understand regulatory and technical context of IPF.
• Educate clients on IPF modules and roadmap.
• Gather intelligence across clients to inform positioning of Icon’s solutions.
• Represent Icon Solutions in procurement processes and industry events.

Skills

Client facing

Stakeholder engagement

Account management

Payments industry

Commercial mindset

Presentation skills

Job description

• IPF is proving to be the industry standard for Tier 1 Banks in payment processing by giving clients the control to build themselves and own the solution.
• The Customer Success Manager (CSM) will play a crucial role in the on-going adoption of IPF across Tier 1 Banks in EMEA, ensuring that our clients continue to be a reference site for Icon and fully utilise the enterprise-wide benefits of IPF.
• The CSM manages senior client relationships, combining commercial, technical and industry knowledge. Objective is to ensure commercial success and technical adoption for our IPF clients.
• The CSM will ensure that:
  • The relationship stays strong across a client enterprise (e.g. tech, ops, risk, compliance, etc.) via regular connections.
  • The customer renews and expands their use of the product with ARR growth.
  • Competitive threats or client escalation issues are mitigated.

  About you:

• Proven track record of working at a Software Vendor with Tier 1 Banks and FI’s in a client facing capacity.
• Experience in working in the Account-to-Account Payments industry.
• Technically proficient to be able to understand and appreciate client tech stacks and architecture.
• Demonstrates strong leadership, builds and motivates effective teams and promotes practical solutions to clients and internal teams.
• Confidence, poise and credibility necessary to effectively engage with executives in target customers to generate a trusted relationship.
• Strong commercial awareness and the ability to negotiate complex solutions.
• Excellent time management, organizational and communication skills.
• At ease with company, industry and product presentations.

What do our Client Success Manager’s do?

• The CSM will become the point of contact for the senior stakeholders within the bank and will:
• Drive adoption and value realisation through regular connections with client stakeholders (in recurring status meetings or QBRs).
• Co-ordinate internally across Icon teams to provide product roadmap feedback, identify upsell opportunities or support implementation effort.
• Manage commercial governance & stakeholders.
• Quantify client satisfaction through annual surveys.
• Understand regulatory and technical context of IPF.
• Educate clients on the full portfolio of IPF modules and roadmap, consulting and services.
• Gather intelligence across clients to enrich our understanding of client strategy and technology portfolio to enable accurate positioning of Icon’s solutions.
• Ensure that Icon is invited to participate in formal procurement processes such as RFIs, RFPs, ITTs at clients.
• Assist market communications, campaigns and promote company news across all media channels.
• Represent Icon Solutions at industry and company events.

What do they enjoy doing the most?

• Being part of large transformation programmes with Global Tier 1 Banks and using state-of-the-art technology for recognisable business benefit.
• The collaboration with a customer to help achieve their business goals and implement long-term solutions.
• The camaraderie of working in a small company/Fintech environment.
• Working in a truly collaborative environment where ideas and knowledge are freely shared.

About Us

Icon Solutions is a fintech company that has been designing and implementing state-of-the-art payments solutions since 2009.

Our core product – the Icon Payments Framework (IPF)– is an internationally proven payments development framework that is trusted by Tier 1 banks across the globe such as Citi, NatWest, UBS and BNP Paribas.

In EMEA, we are now working with 8 Tier 1 Banks, and 3 in North America. This role will be critical in managing the relationship with a subset of these clients in EMEA.