Flexible Customer Success Team Lead — SME Onboarding

Allica; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Onboarding and development

Flexible working

Social activities

Pension contributions

Discretionary bonus

Private health cover

Life assurance

Family friendly policies

Job summary

Allica Bank is seeking a Customer Success Team Lead to guide a team of about five Executives through SME onboarding, converting qualified prospects into funded accounts. You’ll coach the team to have confident, consultative conversations with business owners and decision-makers, understanding banking challenges and Allica’s value proposition.

You’ll own performance across the onboarding journey, ensuring a stellar customer experience and a strong first impression.

Qualifications

• Experience leading a customer-success or sales team (in person or remote).
• Strong coaching and communication skills with a track record of meeting KPIs.
• Understanding SME financial products and business banking is a plus (payments, lending, CRM).
• Experience engaging SMEs (5–250 employees) and cold prospecting.

Responsibilities

• Lead a team of Customer Success Executives and manage capacity planning and pipeline.
• Coach team members to engage SME decision-makers confidently by phone and email.
• Collaborate with Customer Due Diligence, operations and product to reduce friction in onboarding.
• Support customers through the onboarding process to open current accounts.
• Gather feedback from customers and prospects for future product enhancements.
• Work with Growth, Marketing and Data to improve onboarding and messaging.

Skills

Team leadership

Coaching

Customer success

Lead generation (telephony)

Communication

Collaboration

Tools

CRM

Job description

Allica Bank is seeking a Customer Success Team Lead to guide a team of about five Executives through SME onboarding, converting qualified prospects into funded accounts. You’ll coach the team to have confident, consultative conversations with business owners and decision-makers, understanding banking challenges and Allica’s value proposition.

You’ll own performance across the onboarding journey, ensuring a stellar customer experience and a strong first impression.