Customer Success Manager II — Growth & Adoption Lead

GoCardless; Leeds; On-site; GBP 37,000 - 56,000; Full time

Benefits offered by this job

Wellbeing support

Work away scheme

Adaptive working

Parental leave

Learning budget

Paid time off

Job summary

GoCardless is a global bank payment company with a growing UK presence. We’re looking for a Customer Success Manager to own a portfolio of UK and Ireland customers, driving adoption and growth of our Open Banking and Direct Debit solutions.

You will partner with CS, Professional Services and Renewal Managers to map stakeholder needs, plan execution and secure expansion opportunities while maintaining strong customer satisfaction and value realization.

Qualifications

• 4+ years experience in complex end-to-end client facing work environment.
• 4+ years experience with CS/Sales and/or Account Management
• Additional languages a plus
• Be a team player and have a growth mindset
• Strong listening and verbal communication skills: you will need to quickly understand customer needs or issues and deliver a clear and concise response via video calls, emails, in person meetings
• Ability to manage conflicting priorities and thrive in a fast-paced environment
• Be a good collaborator and can motivate or maintain enthusiasm of your team members
• Finance/Payments industry experience is a plus

Responsibilities

• Demonstrate strategic ownership of your book of business by operating independently.
• Manage a book of business and ensure delivery against milestones throughout the customer lifecycle.
• Drive commercial discussions with customers by devising strategies to drive positive Net Revenue Retention.
• Own and execute Account Plans tailored to each customer's strategic goals, positioning GoCardless as a trusted partner.
• Partner with the Account Management and Sales team on Account Planning and driving total book of business growth through competitive, market and whitespace analysis.
• Share commercial ownership of the Account Commercial Success including expanding opportunities across the base.
• Identify and build relationships with key stakeholders including C-suite, champions and end-users.
• Work Cross functionally and collaboratively involving leadership across the business to drive customer value.

Skills

Client facing

CS/Sales

Account management

Languages

Job description

GoCardless is a global bank payment company with a growing UK presence. We’re looking for a Customer Success Manager to own a portfolio of UK and Ireland customers, driving adoption and growth of our Open Banking and Direct Debit solutions.

You will partner with CS, Professional Services and Renewal Managers to map stakeholder needs, plan execution and secure expansion opportunities while maintaining strong customer satisfaction and value realization.