VP, Global Customer Success Management


London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/03/2021
  • Website: gocardless.com
  • Company Address: Sutton Yard, 65 Goswell Road, London, EC1V 7EN, United Kingdom

About GoCardless

A cloud-based disruptive payments service provider. They are the world leader in providing a bank-independent online platform for frictionless direct debit and recurring payments for improved customer service.

Job Description

At GoCardless, we’re passionate about payments. Our vision is to provide businesses with the best way to collect recurring payments, wherever they and their customers are in the world.

Today, we help over 55,000 businesses take the pain out of getting paid, so they can focus on what they do best. And through our partnerships with over 200 software providers such as Xero, Zuora, Salesforce and Quickbooks, more and more businesses are benefiting from our unique global payments platform every day. We process $15bn of payments a year across more than 30 countries, powering recurring payments for businesses worldwide, from multinational corporations to small businesses.

We’re headquartered in the UK, and backed by some of the world’s leading investors including Google Ventures, Salesforce Ventures, Balderton Capital, Accel Partners and Notion Capital. Over 400 employees worldwide have decided to develop their careers with us. We’ve built a friendly, collaborative culture where we hire and develop people who share our desire to do work we can be proud of. We value learning and feedback, and support colleagues to develop in their role and more broadly in their careers.

About [email protected]

We’re on a mission to create the best in class customer experience in Fintech, which truly places customers at the heart of the business and takes the pain out of getting paid. You can see how we see our Customer first philosophy here: https://gocardless.com/solutions/customer-first/

We’re committed to a customer culture focused on:

        Building relationships our customers can rely on
        Working with our customers to push boundaries
        Being the voice of our customers within GoCardless

The Role

Reporting to the Chief Customer Officer, the VP, Global Customer Success Management will be a key member of the CSG leadership team and be responsible for the evolution of the strategic customer vision. You will create and drive innovative, impactful approaches for how we engage with our customers to deliver on the GoCardless promise.

As the VP of Customer Success, you will play a pivotal role in ensuring the engagement, success, retention, and growth of the GoCardless customer base. You’ll be laser focussed on delivering desired customer outcomes, improving customer health, driving adoption, increasing maturity and maximising value.  You’ll think strategically, operate with discipline and strive for continuous improvement.

We’re looking for leaders, not managers. You’ll drive innovation and action in your function whilst also collaborating cross-functionally to achieve wider business strategic goals and tactics. You’ll lead by example, attracting, retaining and developing world-class talent.

We’re looking for innovators, not followers.  We’re cultivating something unique at GoCardless and repeating old playbooks won’t cut it.  You’ll need to be comfortable being uncomfortable, enjoy embracing new challenges, be ready to fail fast and learn quickly in a collaborative and faced paced environment.

We’re looking for talent creators, not personal brand builders.  You’ll be judged on the success of your people, not yourself. Big egos are not welcome here.

What you’ll do:

    Work with the CSG senior leadership team to define future strategy and direction for the wider group and your function.
    Bring industry best practice and thought leadership in your field (both internally and externally). Be an advocate for our technology and services.
    Build strategies to manage and scale customer relationships to maximize growth, ensure customer commitment and deliver success, including directly building and nurturing C-level relationships across strategic and high-value accounts.
    Co-create a GTM strategy through partnering closely with Sales, Pre-sales and Onboarding and all other parts of the business to drive customer value, adoption, maturity and growth through our technology.
    Create and evolve success metrics across every element of the CS lifecycle to ensure that we track against business goals and targets, including retention, expansion and NPS.
    Design and execute an organisational model that allows rapid scale by geo, industry, and segment. We’re in hyper-growth mode you’ll need to act fast.
    Be the internal customer hero. Create evangelists by listening to customers closely and delighting them with impactful user experiences and services.
    Work closely with the product team to deliver deep customer feedback and to support the prioritisation of product development.
    Create a culture of  Success readiness and training events by geo to drive a consistent and valued customer experience.
    Passionate advocate for the function and its reputation in the wider business, celebrate team successes and monitor the wellbeing of team members.
    Hire, mentor and develop world-class talent.

What you’ll be responsible for:

    You’ll be responsible for global revenue and customer retention.
    You’ll be responsible for global NPS.
    You’ll be responsible for global team engagement and development.

What we’re looking for:

    A significant number of years in a senior leadership customer success management role within a fast-paced SaaS environment is essential.
    Proven experience in building and scaling high performing global teams in a high growth, fast-paced environment.
    Proven track record of an ability to combine holistic strategic thinking, with disciplined execution and focus on operational optimisation.
    The ability to architect services and support delivery models that align with customer segments, deliver customer value and scale with growth projections.
    Demonstrated passion for understanding and advocating customer needs.
    A track record of hiring,  developing and mentoring great talent, and building and motivating high achieving teams.
    Adaptable to changing market and customer requirements.
    Data-driven decision-maker, with a willingness to experiment and iterate
    High EQ and ability to lead with positive influence.
    Relishes a ‘do whatever it takes’ environment.

Life at GoCardless

GoCardless embraces diversity and is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We offer a varied package of flexible working and benefit policies. From flexible working hours and working from home arrangements, through to enhanced parental leave, pension packages and equity. GoCardless has a very family and work life balance orientated environment. Our team comes from a variety of backgrounds and we embrace diversity – if you’re unsure, please apply.

In response to the COVID-19 pandemic, everyone at GoCardless has shifted to remote working since mid-March and will continue to work remotely until March 2021. We are committed to support all employees during this time and continue to monitor the situation closely. Some of the actions we’ve taken to support the wellbeing of our employees as we transitioned to and continue working in a remote set-up are: subsidised home office equipment, remote workstation assessments, and remote wellbeing and social activities to stay in touch.

Find out more about Life at GoCardless: Twitter Instagram LinkedIn

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.