Senior Customer Success Manager

Orchard Recruitment View all jobs

Douglas, Isle of Man
Permanent
Full-time

2 months ago
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Job descriptionOverviewOur Client is a market-leading payment technology firm, providing solutions and services to countries and markets internationally, and are growing at pace. To support this, they require a Senior Customer Success Manager to join and play a leading role.As Senior Customer Success Manager here you will lead the Customer Success function, managing a small team of Customer Success Specialists, and drive long term client value and retention. The role combines classic customer success leadership with commercial awareness, ensuring that clients realise maximum value from the company's solutions - from onboarding through renewal. You will act as the key liaison between clients and internal teams (Product, Technology, Operations, and Sales), champion customer needs, and support revenue growth through strong account management. You will also represent the company externally at key industry events and help shape our customer facing strategy.Key duties across key principal areas will include:Customer Success Leadership & Team Management

Develop the Customer Success strategy, ensuring alignment with company objectives and customer value goals
Set team goals, performance targets, and KPIs, ensuring they are tracked, monitored, and continually improved
Lead and mentor a small team of Customer Success Specialists, fostering a high performing, customer centric culture
Implement scalable processes, playbooks, and operational frameworks across onboarding, adoption, and retention
Analyse customer health metrics, trends, and insights to drive proactive engagement and reduce risk
Drive continuous improvement across the customer lifecycle, ensuring consistent and high quality service delivery

Account Management & Relationship Growth

Manage strategic customer accounts, ensuring high satisfaction and long term partnership value
Develop account plans, monitor health metrics, and proactively identify risks and opportunities
Collaborate closely with Sales on renewals and upsell opportunities
Maintain strong relationships with merchants, partners, and key decision makers

Stakeholder Engagement & Programme Leadership

Serve as the primary liaison to internal and external stakeholders on commercial initiatives
Lead multi-stakeholder programmes, ensuring cross-functional alignment, comms, and delivery
Drive cross-functional collaboration to support strategic goals

Industry Representation & Thought Leadership

Represent the company at key industry events, conferences, and client meetings
Build and maintain a strong network of industry contacts and partners
Act as a brand and social ambassador, promoting the company's vision and offerings

The ideal candidate for the Senior Customer Success Manager role will have:

5+ years of experience in Customer Success, Account Management, or a similar client facing function, with at least 2+ years operating in a senior level role
Proven people management experience, including mentoring, coaching, or leading a team within a customer facing or operational environment
Commercial experience in fintech, payments, SaaS, or similar industries
Strong understanding of digital payments flows, client onboarding journeys, and regulatory/compliance frameworks (e.g., KYC, AML)
Excellent interpersonal and communication skills, able to translate complex technical topics for commercial audiences and vice versa
Comfortable working with data and KPIs; able to analyse trends, flag issues, and take action based on insights
Self motivated and proactive, with the ability to take initiative and work independently
Highly organized, detail-oriented, and responsive-committed to fast follow-ups and exceptional client service
A willingness and ability to learn our products deeply and become a subject matter expert across the company's product suite
Willingness to travel for client meetings, events, or industry conferences

Desirable:

Experience working with clients in regulated environments (e.g., finance, gaming, e-commerce)
Familiarity with alternative payment methods and expansion into emerging markets
Proficiency with Product and/or Project tools (e.g. Confluence, JIRA)
Proficiency in CRM tools (e.g., Salesforce) and customer engagement platforms

Orchard Recruitment