Head of Customer Success - Dublin
TrueLayer, Ireland
Job Description
TrueLayer’s Customer Success team is responsible for the entire lifecycle of our clients. We rely on our Customer Success team to ensure clients are given world-class service with the utmost trust and diligence, and ensure that their experience of using TrueLayer’s products exceed their expectations. Customer Success Managers are Trusted Advisors, working to map out use cases and help our Customers realise value in our service.
As our Head of Customer Success, you’ll help the CS team to build a strategic direction, roll up your sleeves to execute on it, and be empowered to scale the entire function in the UK and Ireland. You’ll combine your client focused mindset with a creative approach to become a leader and contributor who collaborates with our Leadership team and the Sales, Integration, Product, and Engineering functions, to optimise for long term value creation.
If you love enabling clients to build successful user experiences and products and are excited to play your part in our story, as we expand our platforms across Europe, we want to hear from you!
Who we are:
At TrueLayer, we’re making finance work smarter for everyone by enabling secure, global access to the financial system. Headquartered in London with offices in Milan, Dublin and Hong Kong, we’ve raised $72M to date and we’re trusted by some of the biggest names in fintech, including Revolut, Chip and Zopa.
Our people are what makes us great - at TrueLayer, you will work alongside some of the brightest minds in fintech and contribute to projects that have global impact. As we enter hyper-growth and expand our open banking platform across Europe and Asia, we’re looking for talented individuals who share our core principles to join us.
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 our Head of Customer Success, you will:
- Lead the UK and Ireland's Customer Success team by training, engaging and developing your team
- Build and implement processes to maintain high customer satisfactions and minimise churn
- Monitor customers KPIs to drive the usage of our products
- Create internal goals and set up your team for success
- Identify bottlenecks and inefficiencies in the customer lifecycle, and ensure they are addressed promptly
- Communicate customers needs to the Product team and help shape our product roadmap
- Work closely with Sales and Client Care to ensure we consistently delivers a service above and beyond Customer expectations
Requirements
What we need from you:
- Experience scaling a customer success function, including scaling processes and structures to match growth
- Experience leading, coaching, and empowering your team to do their best work
- Show strong technical knowledge to discuss architecture and product decisions
- Have a customer focused mindset, putting customer experience first in every action you take
- Are a strategic, self-driven thinker with the ability to shape and implement processes to help us scale
- Are able to prioritise efficiently without compromising on quality
Nice to have:
- A business management, computer science or technology focussed degree
- Any previous work in FinTech, Payments or Financial Services
- Any previous work in a SaaS company, specifically specialising in APIs
Benefits
What you can expect from us:
- Competitive salary and meaningful equity in the company
- Flexible hours and remote work
- Brand new Macbook Pro
- A remote-working stipend to help set up your home office
- Flexible holiday policy
- Generous parental leave
- Enhanced pension contribution at 4% amp; 4%
- Private Health Insurance
- Wellbeing Days, and membership of mental wellbeing platform Spill
- Learning amp; development allowance
Inclusion amp; Diversity
At TrueLayer, we don’t just do inclusion and diversity. We embrace people that have different opinions, perspectives and personalities. Because we believe that by seeing the world from all sorts of angles, we can make life better for all the people who live in it. So we want you to know that the things that make you, you like your age, ability, background and identity are things that we celebrate and support. All we ask is that you believe in what you do (And know what an API is).