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Salary: GBP 27,976 - 40,200 / annual
GoCardless is a global bank payment company processing US$130bn+ annually across 30+ countries. The company enables over 100,000 businesses to collect, manage, and send bank payments through Direct Debit, real-time payments, and open banking solutions. The platform includes AI-powered fraud reduction and connections to 350+ business platforms.
As a Customer Success Manager I based in Leeds, you will manage a portfolio of UK & Ireland customers, driving adoption and expansion of GoCardless services. You will own the customer lifecycle from onboarding through renewal and expansion, working to increase both breadth and depth of platform usage across your accounts.
Key responsibilities include:
- Managing a book of business with independent strategic ownership, identifying solutions to challenges and escalating to leadership when needed
- Developing and executing tailored account plans aligned with each customer's strategic goals
- Driving commercial discussions to improve Net Revenue Retention and identify expansion opportunities
- Building strong relationships with key stakeholders including C-suite executives, champions, and end-users
- Partnering with Account Management, Sales, Professional Services, and Customer Advocacy teams to deliver customer value
- Managing customer renewals and mitigating churn risk
- Forecasting accountability for your owned book of business
- Working cross-functionally to ensure successful implementation and time-to-value
You will be part of a wider success team supporting customers across multiple payment use cases, with particular focus on positioning GoCardless as a trusted partner for account-to-account payments via Bank Debit and Open Banking.
REQUIREMENTS:
- 2+ years experience in complex, end-to-end client-facing work environments
- 2+ years experience in Customer Success, Sales, or Account Management
- Strong listening and verbal communication skills; ability to quickly understand customer needs and deliver clear responses via video calls, emails, and in-person meetings
- Ability to manage conflicting priorities and thrive in fast-paced environments
- Team player with growth mindset and collaborative approach
- Ability to motivate and maintain enthusiasm of team members
- Finance/Payments industry experience is a plus
- Additional languages are a plus
