Customer Success Team Leader

Allica Bank; Milton Keynes; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Onboarding & development

Flexible working

Social activities

Pension contributions

Discretionary bonus

Private health cover

Life assurance

Family friendly leave

Job summary

Allica Bank is seeking a Customer Success Team Lead in Milton Keynes to guide a team of about five Customer Success Executives through onboarding, converting leads into funded accounts, and delivering excellent customer experiences.

You'll coach the team in consultative conversations with SME owners, collaborate cross-functionally with Relationship Management, Product, Marketing, Growth, Data, and Compliance to reduce friction and improve onboarding outcomes while ensuring KPIs are met.

Qualifications

• Proven leadership of small teams with KPI delivery.
• Strong interpersonal and communication skills.
• Experience in telephone-based or remote collaboration with SMEs.

Responsibilities

• Lead a team of ~5 Customer Success Executives.
• Coach, develop and manage onboarding journeys for SME prospects.
• Ensure a high-quality onboarding experience and strong first impression of Allica Bank.
• Collaborate with Relationship Management, Product, Marketing, Growth, Data, and KYCB to improve onboarding.
• Collect feedback for product teams and drive continuous improvement.
• Support pipeline management and capacity planning to meet KPIs.

Job description

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Role Description

As Customer Success Team Lead, you’ll lead a team of approximately five Customer Success Executives. Together, you’ll help qualified SME prospects move through their onboarding journey, converting leads into open, funded and actively used Allica business current accounts.

You’ll coach your team to have confident, consultative conversations with business owners and decision-makers—understanding their existing banking challenges, explaining Allica’s value proposition and supporting them as they switch to Allica.

You’ll be accountable for team performance across the full onboarding journey, while ensuring every prospective customer receives a consistently excellent experience and a strong first impression of Allica Bank.

This is a highly collaborative role. You’ll work closely with Relationship Management, Product, Marketing, Growth, Data, Customer Due Diligence and Operations to improve the onboarding experience, remove friction and create better outcomes for customers.

Principal Accountabilities

• Working closely with the Sales Managers of Customer Success, The Customer Success Team Leader will provide line management, capacity planning, pipeline management, coaching and development to support a team of Customer Success Executives.

• Coach team members to engage SME decision-makers confidently by telephone and email, using a consultative approach to understand their needs and banking pain points.

• Through close collaboration with our Customer Due Diligence, operations leaders and product teams, the Customer Success Team Leader will work to support reducing friction and improving the experience in the customer onboarding journey.

• Understanding our onboarding process and requirements and supporting customers and prospects through this process to open current accounts and deliver a great customer experience.

• Gaining feedback from customers and prospects on potential future features they need and want from their bank and bank account and feeding these into the Product teams.

• Working with our Growth, Marketing and Data teams to feedback your learnings from customer interactions, helping us to drive ever better customer outcomes, targeting, segmentation and messaging.

Personal Attributes & Experience

• You will have managed and led a team either in person or remotely to successfully achieve KPIs relating to customer and colleague experience.

• You should have a general understanding of SME financial products (eg payments, lending, accounting, CRM), and ideally specific expertise in business current accounts.

• You will have a proven track record in telephone-based lead generation with established SMEs (typically 5-250 employee firms), including business development from cold prospects.

• You will have excellent interpersonal and communication skills, together with evidence of outperformance in similar roles through earning customer and colleague trust.

• You will demonstrate the ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYCB and underwriters, to deliver a positive outcome for our customers.

• You'll have a proven track record of exceeding targets, providing excellent customer service generating new income opportunities and always considering risk and reputation.

• Experience working collaboratively with specialist teams such as Relationship Managers, Operations, KYC/CDD teams and underwriters.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities

• Options for flexible working

• Regular social activities

• Pension contributions

• Discretionary bonus scheme

• Private health cover

• Life assurance

• Family friendly policies including enhanced Maternity & Paternity leave

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.