Customer Success Specialist, Moneyhub
More information about location
1 day a week in office
Financial management solutions
Job no longer available
Financial management solutions
21-100 employees
Job no longer available
More information about location
1 day a week in office
21-100 employees
Company mission
To improve the financial wellness of people, their businesses, and their communities.
Role
Who you are
- 2+ years of experience in a Customer Success, Account Management, or Technical Support role within a SaaS or Technology driven business
- Experience working in a B2B customer facing environment
- Proven success managing a portfolio of clients, maintaining high satisfaction and retention rates
- A track record of resolving 1st and 2nd line support issues, and escalating effectively when needed
- Experience translating complex technical concepts into clear, actionable solutions for non-technical clients
- Demonstrated ability to analyse support data or client feedback to identify trends and drive process improvements
- A history of collaborating cross-functionally with product, engineering, or operations teams to improve client outcomes
- Experience leading client meetings
- Strong written and verbal communication skills, with a professional, empathetic approach
- (Bonus) Experience contributing to process improvement projects within your team or organisation
- Client-Focused: Shows empathy and understands the client's needs to provide great service and satisfaction
- Problem-Solver: Resourceful and manages complex issues well, offering quick solutions
- Proactive: Communicates effectively with clients and teams, keeping communication open
- Initiative-Taker: Owns tasks and looks for ways to improve and innovate
- Technical Skills: Skilled in using tools like Zendesk and JIRA, with a good grasp of technical issues
- Areas of Flexibility:
- Industry Experience: Candidates with good client management skills from other industries may adjust easily
- Specific Tool Experience: If a candidate is adaptable and eager to learn, they can gain experience with Zendesk and JIRA
What the job involves
- As a Customer Success Specialist, your job is to keep clients happy and help them stay with us
- You will use tools like Zendesk and JIRA to quickly solve client problems
- By being proactive and building good relationships, you will help improve processes that support our goals, benefiting both clients and the business
- You will be a reliable advisor, skilled at solving problems under pressure and focused on providing solutions that improve client experiences
- Client Engagement (40%): Keep in touch with clients through meetings and ticket reviews to make sure they are happy and getting the most out of Moneyhub’s software
- Support & Resolution (40%): Use 1st and 2nd line support skills to solve issues fast, leveraging knowledge of tooling for better client experience and ticket management
- Project Involvement (20%): Join process improvement efforts and take ownership of tasks to support the company’s Objectives and Key Results (OKRs)
- Here is what the first the 3, 6, and 12-month would look like:
- At 3 Months (Onboarding & Initial Engagement):
- Developed a good understanding of company products, client needs, and important software like Zendesk and JIRA
- Set up clear communication with clients and internal teams
- Managed initial client support questions with help and began working on ticket resolution
- At 6 Months (Proficiency & First Wins):
- Manages client accounts on their own, holding regular meetings and keeping satisfaction high
- Able to recognise commercial opportunities (up sell) with clients and share that with Moneyhub sales and account managers
- Handles 1st and 2nd line support issues well, using Zendesk and JIRA effectively
- Has taken part in at least one process improvement project, showing initiative
- At 12 Months (Full Productivity & Client Impact):
- Acts as a reliable advisor to clients, providing solutions that fit their needs even under pressure
- Effectively manages complex client situations and resolves important support tickets
- Often starts and leads improvements in client support processes to match company goals and OKRs
Our take
2022 saw large changes to the FCA (Financial Conduct Authority) and its Consumer Duty regulations, which have meant that companies such as Moneyhub, an Open Finance data and payments platform, are more important than ever.
Moneyhub has gone from strength to strength as a data analytics for finance platform. A winner of the UK Fintech Awards 2021, Moneyhub helps businesses develop better ways to engage with their customers through consent-driven data. It also gives companies and people the power to make more informed decisions about risk management and investment through their big data.
The influx of VC funding Moneyhub has received reflects the growing need for more powerful financial management and customer engagement tools, especially as corporation tax and cost of living rise exponentially. Moneyhub is a leader in this area, at a time when companies like it are under more pressure to help navigate a rocky economy. On that subject, Moneyhub closed off its D2C practices in 2025 to focus entirely on products for B2B customers, including a white-label engagement platform, APIs for open data and credit and payment decisioning solutions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
51% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2022
$20.2m
EARLY VC
Oct 2022
$47m
EARLY VC
Total funding: $85.1m
Company benefits
- 10% toward each person’s pension
- Private medical insurance, accepting of all pre-existing conditions
- Support for your mental, financial, and professional wellbeing including 24/7 access to a GP online for consultations
- Flexible working
- 25 days holiday, plus bank holidays and the option to buy more
- Family pay for all new parents
- Personal development fund
- Professional memberships
Company HQ
City of London, London, UK
Leadership
Alastair McGill
(CEO)Previously General Manager at Broadridge, CRO and Managing Director of Cashfac Technologies and was the Executive Vice President of the Asia Pacific for SmartStream Technologies.
Salary benchmarks
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