Customer Success Manager, GoCardless
£26.2-38.4k
+ 30% OTE + Equity
Making payments easier for everyone
Posted today
Making payments easier for everyone
501-1000 employees
Posted today
£26.2-38.4k
+ 30% OTE + Equity
501-1000 employees
Company mission
To become the world’s bank payment network.
Role
Who you are
- 2+ years experience in complex end-to-end client facing work environment
- 2+ years experience with Sales/CS 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 are is plus
What the job involves
- 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
- Manage a book of business (BOB) and ensure delivery against milestones throughout the customer lifecycle, aligned with our team’s business KPIs
- 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 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
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
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.
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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