Senior Customer Success Manager – eCommerce

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 one 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 the 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 and Operations 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.

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.
• 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, CMO, VP) through to operational staff 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 e‑commerce 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 organisation.
• Enthusiastic about leading strategic payments conversations, presenting business reviews, and improving share of wallet at the checkout.
• Skilled in leveraging your business knowledge and analytical abilities to strategically assess and help reach TrueLayer and client goals.
• Excited to prioritise and coordinate multiple projects across different teams, while motivating and collaborating with others to achieve results.
• Previous experience driving growth and adoption at the checkout with large clients in the payments or fintech space.

We would be really excited if you have:

• Relevant vertical experience, particularly within e‑commerce.
• Previous work in a technology company, ideally specialising in APIs.

Benefits

• Meaningful equity in the company.
• Flexible hours and hybrid working – split your time 50/50 between working from home and our welcoming offices in London and Milan, spending 2‑3 days per week in the office.
• One‑off remote‑working budget to help you set up your home office.
• 24 days holiday as standard, with flexible bank holidays and the option to take those days whenever you like.
• 12 fully‑paid wellbeing days a year and your birthday off (in addition to the holiday allowance).
• 2 volunteering days to support causes important to you.
• 90‑day ‘work from abroad’ policy.
• Generous parental leave, above and beyond statutory requirements and with no minimum tenure.
• Competitive pension contribution at 4 % & 4 %.
• Private health insurance from the day you start.
• Membership of mental wellbeing platform Spill.
• A £1 000 budget to spend on learning & development each year.
• Free lunch from Just Eat on Tuesdays, Wednesdays and Thursdays if you choose to work from the office.

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. We strongly encourage applications from underrepresented groups (e.g. people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers and people from all socio‑economic backgrounds). If you’d like to discuss alternative working patterns, please let us know.

We will always aim to make appropriate adjustments to ensure we are fully inclusive of people with different needs during our interview process. If you need us to make any adjustments to suit your individual needs, please let us know – we’ll be happy to support you.