Head of Customer Success

Head of Customer Success:

We help people run businesses the best way possible. Our innovations, employee expertise and social interactions work together to offer reliable solutions and an exceptional customer experience.

Truevo is a fintech company with payment solutions to change the industry across Europe and the UK. With us, businesses can accept payments online, in-store, and in-app. And, enable near-instant payouts to over a billion Mastercard and Visa cards worldwide. We’re a single service-orientated supplier for all our customers’ payment needs.

While working towards our growth, and that of our customers, our values and core principles impact different corners of the world. This is achieved through our collaborative social initiatives. We ensure that everyone matters, while determined in our mission to offer, “Simply better payments.”

There are jobs and there are places where you get to do your best work. Work that gives you itchy fingers. Work that gives people goosebumps. Because you are ready to go to the moon. Because you are ready to start co-creating something that you will be remembered for. If you want your fingerprints on something big - you are welcome here.

If you see the playground rather than the obstacle course, If you are happy to have a beginner’s mind, snigger at convention, if you see that it takes a village to raise a new product. We already like you. You are probably one of us.

The role:

As the Head of Customer Success, you'll lead the charge in ensuring our clients not only achieve but exceed their goals working with Truevo. This role requires a strategic leader with a proven track record in managing customer success teams, building, and scaling customer success operations to drive significant value for our customers and the business. Partnering with leaders across the Truevo business to ensure effective and efficient delivery of outstanding customer experience, supporting the efforts in achieving high retention & growth rates for the UK business.

Key Responsibilities:

• Lead, coach and manage a team of Customer Success Manager's, ensuring the continual professional growth of the team and the individuals within it.

• Adopt a team-oriented environment that drives collaboration and idea generation.

• Develop detailed expertise in Truevo products.

• Ensure the team are able to educate & consult with customers on how to both use and implement Truevo products and solutions, offering value add and best practice guidance.

• Act as the voice of the customer within the company, sharing feedback from our partners and customers on level of service, experience with the product etc.

• Own customer retention and growth targets, developing key KPI’s and metrics to drive success

• Collaborate with Sales and Technical teams to align and deliver an experience to making a customer’s business successful with Truevo.

• Support compliance, risk, and regulatory teams ensuring a finger on the pulse of the industry

• Manage and expand multi-stakeholder customer relationships in key partners and customers

Requirements:

• 8+ years of experience in customer success or account management, with at least 3 years in a leadership role within a technology or SaaS company within the financial services sector, preference for Acquiring and/or Payment Gateway experience

• Problem-solver, with the ability to navigate complex challenges, streamline customer success operations, and implement strategic solutions that drive tangible results.

• Driven by data to drive customer success strategies.

• Able to work at all levels from C-Level executives, technical, and non-technical contacts,

• Proven track record of leading customer success teams to drive business growth.

• Exceptional interpersonal and communication skills, with a passion for building trust and strong relationships with customers and team members.

• Strategic thinker with the ability to glean insights from customer interactions and data, translating them into actionable growth strategies for both the customer success team and the product roadmap.

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