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Salary: GBP 37,120 - 55,680 / 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 payment success and fraud reduction tools, plus integrations with 350+ business platforms.
As a Customer Success Manager II based in Leeds, you will manage a portfolio of UK & Ireland customers, driving adoption and expansion of GoCardless services. You will own the complete customer lifecycle, from onboarding through renewal and expansion, working to increase both the breadth and depth of platform usage across your accounts.
Key responsibilities include:
- Managing your book of business (BOB) independently, proactively solving challenges and escalating strategically when needed
- Delivering value at each customer milestone aligned with team KPIs
- Driving commercial discussions to improve Net Revenue Retention
- Developing and executing tailored Account Plans aligned with customer strategic goals
- Partnering with Account Management and Sales on account planning and competitive analysis
- Identifying and closing expansion opportunities across your customer base
- Building strong relationships with C-suite executives, champions, and end-users
- Collaborating cross-functionally to drive customer value
- Managing renewal risk and forecasting for your owned accounts
You will work closely with Professional Services on implementation, Customer Advocacy on experience enhancement, and Renewal Managers on retention strategy. The role emphasizes strategic ownership, commercial acumen, and the ability to position GoCardless as a trusted payments partner.
Requirements:
- 4+ years experience in complex, end-to-end client-facing work environments
- 4+ 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 team enthusiasm
- Finance/Payments industry experience is a plus
- Additional languages are a plus
