Customer Success Manager I, UK & ireland

About us

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect, manage and send bank payments through Direct Debit, real-time payments and open banking. With US$130bn+ processed annually across 30+ countries, we handle recurring and one-off payments without the chasing, stress, or expensive fees. Our end-to-end payment platform also features AI-powered solutions to improve payment success and reduce fraud, alongside connections to over 350 platforms businesses use everyday.

We are headquartered in the UK, with teams and operations spanning North America, Europe and Asia-Pacific.

The role

Working with customers across the UK & Ireland, you will be responsible for the successful adoption and growth of your portfolio across a variety of customers.

Your primary responsibility will be identifying a path to increase the breadth and depth of GoCardless usage and value across the customers footprint. You will need to work closely with your account team to map the scope by customer, identify stakeholders, assess risk/opportunity and create an execution plan.

As a part of our wider success team, you will also work closely with Professional Services to drive implementation and time to value, our Customer Advocacy team to enhance the customer experience and share success stories, and Renewal Managers to work towards retention alongside a dedicated Account Executive for expansion and growth opportunities.

You will own the customer lifecycle, delivering value at each milestone and will be excited to drive the awareness and uptake of GoCardless as an account to account payments provider offering Bank Debit alongside our Open Banking capabilities.

As a CSM at GoCardless you will

Manage a book of business (BOB) and ensure delivery against milestones throughout the customer lifecycle, aligned with our team’s business KPIs.

Demonstrate strategic ownership of your BOB by operating independently, proactively identifying solutions to challenges and blockers, and leveraging direction from CS leadership when required

Drive commercial discussions with customers by devising strategies to drive positive Net Revenue Retention.

Own and execute Account Plans tailored to each customer's strategic goals, positioning GoCardless as a trusted partner.

Partner with the Account Management and Sales team on Account Planning and driving total book of business growth through competitive, market and whitespace analysis.

Share commercial ownership of the Account Commercial Success including the need to Identify, nurture and close expansion opportunities across the base.

Identify and build a strong relationship with key stakeholders including C-suite, champions and end-users.

Work Cross functionally and collaboratively involving leadership across the business to drive customer value.

Mitigate risk including managing renewals for existing customers

Forecasting accountability for your owned book of business

What excites us

2+ years experience in complex end-to-end client facing work environment

2+ years experience with CS/Sales and/or Account Management

Additional languages a plus

Be a team player and have a growth mindset

Strong listening and verbal communication skills: you will need to quickly understand customer needs or issues and deliver a clear and concise response via video calls, emails, in person meetings

Ability to manage conflicting priorities and thrive in a fast-paced environment

Be a good collaborator and can motivate or maintain enthusiasm of your team members

Finance/Payments industry experience is a plus

Base salary range: £27,976 - £40,200

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (£27,976 - £33,680) of the pay range until performance can be assessed in role. Offers will take int