Director of Customer Success & Account Management, GoCardless
+ Equity
1+ day a week in office
Making payments easier for everyone
Open for applications
Making payments easier for everyone
501-1000 employees
Open for applications
+ Equity
1+ day a week in office
501-1000 employees
Company mission
To become the world’s bank payment network.
Role
Who you are
- Significant experience in a client facing work environment
- Sales and/or Account Management leadership experience required
- Best in class people manager
- Strong believer in office culture and active participation in it
- Finance/Payments industry experience required
- Fluency in French and English required. Additional languages a plus (particularly Spanish, German, Portuguese, Italian)
- Be a great leader who can motivate and maintain enthusiasm of your team members cultivating growth mindsets
- Ability to manage conflicting priorities and thrive in a fast-paced environment
- Excellent listening and verbal communication skills: you will need to quickly understand needs or issues and give guidance to help the team move forward
- Develop strong relationships with peers and leaders across GoCardless to solve problems and achieve excellent results
What the job involves
- You will be responsible for inputting into the strategy and executing the overall account management and customer success objectives and initiatives to drive merchant retention and growth of GoCardless’s European account base
- You will also lead a regional team of Customer Success Account Managers and Implementation Managers to achieve business targets
- Take full commercial ownership of European region’s account portfolio
- Manage a team of Customer Success Managers, Account Managers and Implementation Manager(s) responsible for the successful implementation, value achievement, risk mitigation and growth of GoCardless customers
- Ensure the team proactively cultivates and expands the base while also mitigating risk including managing renewals
- Be part of the European Leadership team and therefore be an active ambassador of the office culture
- Hire, onboard and manage talent in partnership with functional management
- Set priorities and hold the team accountable to deliver against KPIs (Time to Live, Transaction Volume Utilisation, Net Revenue Retention)
- Monitor at risk projects and customers and help team members get them unstuck
- Work cross-functionally with teams and fellow managers to build, implement and streamline tools and processes to drive intended business results
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 key regions, processing over $35B annually for 80,000 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, 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
Few candidates hear
back within 2 weeks
45% female employees
4% employee growth in 12 months
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 9 rounds)
Feb 2022
$312m
SERIES G
Feb 2021
$105m
SERIES F
Total funding: $634.3m
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 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
(CEO)Hiroki and Matt met when they were consultants. They started GoCardless during Y Combinator. After a number of years as co-founder, Matt left to start Nested.
Matt Robinson
(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
We don't have enough data yet to provide salary benchmarks for this role.
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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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