Customer Success Manager

at GoCardless in London

At GoCardless we are looking to scale from processing £3 billion a year to over £10 billion, and beyond. Our vision is to build a global payments network, making payments on the internet simpler no matter what country you’re in. To further help us achieve this goal, we’re looking for a meticulous, curious and organised problem-solver to join our growing Customer Success team.


The Role


As a Customer Success Manager, you will be responsible for the long term success of our merchants with GoCardless.


Day to day, you will:


  • Work closely with Sales to run efficient and effective merchant handover meetings

  • Actively organise operational and strategic business reviews with your merchants to optimise their usage of GoCardless and discover opportunities to add more value

  • Create success account plans and growth plans for each of your merchants and keep these updated

  • Advocate for our merchants internally by delivering informed, quantified feedback

  • Utilise Customer Success tools and work with the wider Success team to provide a consistent level of service to our merchants

  • Manage and co-ordinate critical issues by working with our Operations and Engineering teams

  • Work closely with the Head of Customer Success to refine and improve processes

  • Support the Marketing team by delighting customers, leading to referrals, testimonials and case studies

Who we’re looking for


We’re looking for someone who relishes the challenge of understanding each merchant and their industry. You should apply if:


  • You enjoy solving problems, but prefer preventing them

  • You have a proven track record in understanding complexity and then simplifying processes

  • You enjoy building and championing relationships with clients and internal stakeholders

  • You are commercially astute

  • You are naturally inquisitive and driven to do your best

  • You are able to stay organised and calm, even in high pressure situations

  • You have experience prioritising between multiple important and urgent issues

  • You love working cross-functionally and partnering with other teams on projects

  • You believe clients should be at the forefront of our efforts

  • An additional language such as French, German or Spanish is desirable

This role principally suits people with consulting or previous Customer Success experience, particularly in technology, finance or SaaS. However, our team come from a variety of backgrounds and we embrace diversity – if you’re unsure, please apply.


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Published at 01 Dec 2017
Expires on 01 Feb 2018


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