Senior Customer Success Manager - eCommerce

Who we are: TrueLayer is Europe’s fastest-growing Pay by Bank network. We power smarter, safer and faster payments by combining real-time bank payments with financial and identity data. E-commerce, iGaming and Financial Services businesses use our products to onboard new users, accept money and make payouts in seconds, and at scale. Live across 22 countries and with 1 new user joining TrueLayer’s Pay by Bank network every 3 seconds, we’re in a very exciting growth stage. This is why we’re expanding the team across our offices in London, Milan, and Dublin. Listed in Sifted as one of the 100 fastest growing start-ups in UK & Ireland, and CNBC’s World Top Fintech Companies, we’re trusted by industry leaders like RyanAir and Just Eat Takeaway for continued innovation within our payment products. To date, we’ve raised over $300 million from world-renowned investors including Stripe, Tiger Global, Northzone, and Tencent. But this is just the beginning. We’re looking for people who are excited about joining the Pay by Bank revolution and helping us change the way the world pays. Could this be you? Description TrueLayer’s Customer Success team is responsible for the post-sale lifecycle of our clients. We rely on Customer Success to ensure clients are given world-class service and ensure that their experience of using TrueLayer’s products exceeds their expectations. Customer Success Managers (CSMs) are “Trusted Advisors”, working to map out use cases and assist our Customers to realise the value of our service. We’re looking for innovative professionals who see the big picture of where Open Banking is headed. CSMs will support our most strategically important clients, demonstrating thought leadership, delivering insights and assisting them to adopt our products. They are the conduit into the TrueLayer business, advocating on behalf of the client to ensure their needs are met. CSMs work closely with a wide range of teams from Product, Sales, Operations and everyone in-between to deliver value and have a detailed understanding of how and why a customer uses our products. Most importantly, CSMs are excited about delivering incredible service and creating success for clients by driving the adoption of our payment method at the checkout and growth. If you enjoy accelerating growth with clients and are excited to play your part in our story as we expand our platforms across Europe and the world, we want to hear from you! Our mission is to grow the open banking economy. We’re currently the leading open banking provider in the UK, and we’re just getting started… As a Senior CSM, you will: Drive end-user adoption and retention at the checkout of our largest enterprise merchants through best-in-class customer experience; Manage a portfolio of well-known brands, some of the largest companies in the world; Own and grow your portfolio of key merchants, meeting strategic and growth goals on share of checkout and revenue growth through cross-sell and upsell initiatives; Build and leverage relationships at all levels of our client organisation; from C-level executives (CFO, CIO, CTO, CMOs, and VPs) through to operational, to increase revenue and adoption of our product; Provide strategic and consultative thought leadership and data-driven insights to help influence the payments strategy of large enterprises working in iGaming, Financial Services and eCommerce industries; Collaborate with Sales, Product, and Marketing teams to channel the most important insights for revenue and end-user usage growth, impact product roadmaps, and ensure our solutions meet the needs of our Enterprise customers; Leverage operational and project management excellence in bringing large enterprise clients live and promote growth through client account planning, optimal rhythms and action-oriented KPIs Who You Are Obsessed with delivering client and Truelayer growth through user adoption Enjoy engaging others and developing positive working relationships at all levels of an…