Customer Success Manager - Fixed Term (12 Months)

Orbital; Greater London; On-site; GBP 55,000 - 85,000; Full time

Job summary

Orbital is seeking a Customer Success Manager (Fixed Term 12 months) in London to manage a portfolio of global clients, drive revenue growth, and maximise retention. You will partner with Sales and CS leaders to build strategic account plans, own forecasts, and use data analytics to improve KPIs. Experience in financial services, FX/CFD, and crypto/digital assets is preferred.

The role offers a dynamic, KPI-driven environment with opportunities to influence product and customer experience.

Qualifications

• 5+ years of experience in large / mid-market corporate sales / client relationships in financial services.
• Experience in the FX / CFD / Financial Institution sector.
• Proven track record of supporting and working with customers in a B2B sales/customer success environment.
• Strategic thinker with the ability to analyse data, identify trends and implement effective strategies to improve revenue growth.
• Account management skills to manage a global client base.
• Experience in managing data and insights and producing reports and presentations for business executives.
• Comfortable in working within a dynamic, KPI driven environment.
• Excellent negotiation and communication skills.

Responsibilities

• Work with the BDD and CS management to boost customer satisfaction, retention and growth.
• Build strategic account plans from long-term client relationships.
• Own a portfolio of clients and forecast revenue accurately.
• Identify and mitigate risk within client portfolios.
• Use data and analytics to track KPI performance.
• Collaborate across teams to improve product and customer experiences.
• Lead pricing reviews and contractual amendments to maximise revenue.
• Attend client meetings and industry events to grow brand awareness.
• Keep abreast of industry trends and their impact on clients.
• Advise on opportunities to increase brand awareness with Marketing.

Skills

Account management

Negotiation

Communication

Data analysis

Strategic thinking

Tools

Hubspot

Jira

Confluence

Job description

Orbital is on an exciting mission to revolutionise global cross-border payments by innovatively combining traditional fiat banking rails with stablecoins over blockchain rails for a variety of use cases. Our class leading B2B payments platform offers multi-currency e-money accounts (corporate IBANs) combined with a suite of digital assets services. Our company sits at the frontier of payments & fintech, by intersecting blockchain and traditional (fiat) financial services, and is leading the way to bridging those two worlds for corporate enterprises globally.

We believe blockchain technology is firmly here to stay, and we want to be the first to bring a combined offering of fiat & crypto payment services under one exciting platform. Learn more about our team and company story here.

What is the purpose of this role in the delivery of our mission?

The Customer Success Manager will be responsible for managing a portfolio of existing Orbital customers and tasked with ensuring revenue growth, a high customer satisfaction, by cross and up selling and wallet share optimisation, whilst maximising retention rates and limiting attrition. This role is pivotal to ensuring the success and happiness of our global client base with a focus on fostering strong relationships and supporting their growth in use of Orbital's solutions, enabling our company to meet our ambitious targets.

What are the key responsibilities of the role:

Working closely with the BDD and Customer Success management to set a high standard for excellence and implement and execute strategies to enhance customer satisfaction, retention and growth

Building and developing strong, long-term customer relationships and leveraging those relationships to build Strategic Account Plans

Owning a portfolio of clients and the revenue associated with them. Ensuring they grow and that forecasting against these relationships is accurate

Identifying, quantifying and mitigating risk within the portfolio of clients

Utilising customer data and analytics to identify trends, measure performance against KPIs

Fostering a collaborative and empowering team environment that encourages growth and innovation

Advocate for customer needs cross-departmentally, ensuring customer feedback is heard and acted upon to improve our product and customer experiences

Identifying opportunities to increase our brand awareness in the market and working with Marketing and other departments to grow our brand in the market

Performing regular client reviews monthly, quarterly and annually to provide feedback and data to our client base in regards to performance against the agreed deliverables

Attending client meetings and events to ensure we continue to build our brand awareness in market

Keep updated with trends in the industry and insights that could influence and impact our clients and revenues

Manage pricing reviews and contractual amendments to ensure we are maximising our revenue opportunities and ensuring we are providing value to our clients

What are the essential skills, qualifications and experience required for the role?

5+ years of experience in large / mid-market corporate sales / client relationships in financial services.

Experience in the FX / CFD / Financial Institution sector

Proven track record of supporting and working with customers in a B2B sales/customer success environment

Strategic thinker with the ability to analyse data, identify trends and implement effective strategies to improve revenue growth

Account management skills to manage a global client base

Experience in managing data and insights and producing reports and presentations for business executives

Comfortable in working within a dynamic, KPI driven environment

Excellent negotiation and communication skills

What are the preferred skills, qualifications and experience required for the role?

Experience in working with tools such as Hubspot, Jira & Confluence

Experience in crypto/digital assets sector

Please note that we are unable to provide visa sponsorship or support for this role at this time.

Not based in the UK? No problem. If you have the skills and experience we’re looking for, we’d still love to hear from you.

Customer Success Manager - Fixed Term (12 months) London, England, United Kingdom