Head of Customer Success, GoCardless
UKI, 18 Months FTC
+ Equity
3 days a week in office
Making payments easier for everyone
Posted today
Making payments easier for everyone
501-1000 employees
Posted today
+ Equity
3 days a week in office
501-1000 employees
Company mission
To become the world’s bank payment network.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
GoCardless has emerged to facilitate recurring payments, with a focus on streamlining the subscription economy. After securing $75M in 2019 for international expansion, the company now operates in over 30 countries, processing over $130B annually across more than 2500 for 100,000 businesses.
Recent advancements include the acquisition of Nordigen in 2022, enabling GoCardless to leverage OpenBanking functionality and establish a robust platform for direct bank-to-bank payments. The company also achieved an impressive $312 million in Series G funding in 2022. With a strategic eye on the future, GoCardless introduced GC Embed, a white-labeling product granting other payment providers access to its premier bank payment platform.
This success is underscored by the company's commitment to innovation, exemplified by its 2019 partnership with TransferWise, integrating foreign exchange rates into its services. GoCardless continues to evolve, navigating the complex landscape of recurring payments and staying ahead of competitors like Stripe and Square, who are beginning to enter the subscription economy. With a global footprint spanning the UK, France, the US, Ireland, Latvia, Portugal, and ANZ, GoCardless remains at the forefront of reshaping how businesses manage and process recurring payments on a massive scale.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"I love that we have an environment of trying new things and if it doesn't work, it's okay, as long as you learn from it. This has enabled me to..."
Funding (last 2 of 10 rounds)
Feb 2022
$312m
SERIES G
Feb 2021
$105m
SERIES F
Total funding: $634.5m
Company benefits
- Enhanced maternity, paternity and shared parental pay
- 27 days holiday (excl. bank holidays)
- Work-away scheme
- Health insurance
- 4 additional wellbeing days off per year
- Equity grant for all permanent employees
Company values
- Start With Why: We believe you can only do a job properly when you know why you are doing it. Understanding why we care about the problem motivates us to keep going until we’ve solved it
- Make it Happen: We work with urgency, and take personal accountability for getting things done in pursuit of our vision.
- Care Deeply: We care deeply about our impact on the world and those around us
- Act with Integrity: We do what’s right even when no one is watching. We don't see doing the right things as a choice — we act with integrity regardless of the cost
- Be Humble: We act without ego and don’t let excuses get in the way of achieving our goals. We believe life's too short for self-importance
Company HQ
Clerkenwell, London, UK
Articles
Leadership
Hiroki Takeuchi
(Co-Founder & CEO)Hiroki and Matt met when they were consultants. They started GoCardless during Y Combinator. Hiroki was previously a Business Analyst at McKinsey & Company.
Matt Robinson
(Co-Founder & Board Member)Started company supplying waiters to events while at school, before joining McKinsey. Founded Nested Estate Agents in 2015 where they currently serve as CEO.
People progressing
Beccy joined GoCardless as a Sales Development Representative in May 2018 and has since had 3 promotions to become Senior Manager.
Steph joined GoCardless as an Intern in the Compliance team 4 years ago and she's now the Manager of the team.
Salary benchmarks
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Diversity, Equity & Inclusion at GoCardless
Lena Tailor (Director of D&I)
- Given the large number of hires we have been making in recent months, we have continuously reviewed both our hiring processes and channels to eliminate bias. We’ve introduced programs that attract diverse talent and we continuously seek to create hiring experiences that are fair, transparent and accessible by all
- We are working on creating a transparent framework for how we grow and develop talent in a scaling organisation. This will include bringing more clarity on internal career opportunities and provide clear expectations on the behaviours we want to see aligned to our values and commitment to building an inclusive organisation
- We have introduced systematic processes to help ensure compensation decisions are data-driven, fair and competitive. We have also invested in Reward capability and expertise to ensure we bring pay equity into every step of the employee journey
- Thanks to these employee-led groups we have been able to further our efforts in voluntary diversity data collection this year, to develop support for parents and carers, offer community mentoring opportunities in partnership with Career Accelerator, help to raise awareness and empathy during significant events of the past year, and importantly, offer more employees a community of people with whom they share experiences and interests
- To strengthen our commitment to D&I we have recently appointed our first Director of Diversity & Inclusion, an experienced culture change leader, which will allow us to have a more strategic and systematic approach to building a diverse and inclusive organisation for the long term and as we scale
- The Director will work with the executive team and ERGs to define clear D&I targets that GoCardless will commit to achieving over the next three years, and to develop a structured roadmap of initiatives aligned with those targets
- This will create greater clarity and accountability across the entire organisation on D&I progress
- We’ve got a long way to go, but here’s how we’re doing as of June 2022 - Female Employees - 46% - Ethnic background - 32% - Identify as LGBTQIA - 10% - Neurodivergent - 9%
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