Head of Customer Success UKI (18 months FTC)
GoCardlessAbout Us at GoCardless
GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.
GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.
We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.
At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!
And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!
About the role:
The Head of Customer Success reports directly to our VP of Customer Success EMEA. It will be responsible for the UKI Customer Success teams, which support some of our largest and most valuable managers. The role will take full ownership of your function, leading by example and attracting and retaining world-class talent to deliver best-in-class customer success.
We’re looking for a holistic thinker who drives action in their function while also collaborating cross-functionally to achieve broader business strategic goals and tactics. You’re an excellent communicator at all levels of the business and are confident in building executive-level client relationships.
You should be passionate about building high-performing teams, delivering a strong people plan, and hiring complementary talent.
Additionally, this role will act as our GTM lead in our new Leeds hub, helping to ensure our team members from across various GTM teams feel supported and connected on the ground.
This role is a 18 months FTC hybrid position - Working in our Leeds office 3 days per week
Key Responsibilities:
- Lead a large Customer Success team with ICs and Managers reporting directly to you.
- Build strategies to manage and scale customer relationships to maximise growth, ensure customer commitment, and deliver success. This includes directly building and nurturing C-level relationships across strategic and high-value accounts.
- Partner closely with Sales, Pre-sales, Onboarding, and all other parts of the business to drive customer value, adoption, maturity, and growth through our technology.
- Motivate, coach, and develop your team to deliver success metrics across every element of the CS lifecycle to ensure that we track against business goals and targets, including retention, expansion and NPS.
- Be the internal customer hero. Create evangelists by listening to customers closely and delighting them with impactful user experiences and services.
- A passionate advocate for our customers, the customer success team and its reputation in the broader business, celebrates team successes and monitors the well-being of team members.
- Exceptional leadership capabilities.
- Hire, mentor and develop world-class talent and the next generation of GC leaders.
- Leading, coaching, and mentoring all team members.
Who we’re looking for:
- Extensive Management experience in leading a customer success team or function and managing Managers.
- Proven experience in building and scaling high-performing teams in a high-growth, fast-paced environment.
- Ability to combine holistic strategic thinking with disciplined execution and focus on operational optimisation.
- Experience working in a fast-paced start-up environment, ideally in B2B payments.
- Passionate about working in customer success with a desire to constantly evolve and innovate.
The Good Stuff!
- Wellbeing: Dedicated support and medical cover to keep you healthy.
- Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
- Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
- Equity: All permanently employed GeeCees get equity to share in our success.
- Parental leave: Tailored leave to support your life's great adventure.
- Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.
Life at GoCardless
We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.
Diversity & Inclusion
We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:
- 45% identify as women
- 23% identify as Black, Asian, Mixed, or Other
- 10% identify as LGBTQIA+
- 9% identify as neurodiverse
- 2% identify as disabled
If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report
Sustainability at GoCardless
We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here.
Find out more about Life at GoCardless via X, Instagram and LinkedIn.