Customer Success Manager - iGaming

Description

TrueLayer's Customer Success team is responsible for nurturing and growing our key customer relationships. We rely on Customer Success to ensure clients are given world-class service and ensure that their experience of using TrueLayer's products exceeds their expectations. Customer Success Managers (CSMs) are "Trusted Advisors", working to maximise the value our payments products provide and expanding the use cases and scope of impact for our customers.

We're looking for proactive, creative-thinking professionals who see the big picture of where Pay by Bank is headed. CSMs will support our most strategically and financially important clients, demonstrating thought leadership, delivering insights and assisting them to adopt our products. They are the conduit into the TrueLayer business, advocating on behalf of the client to ensure their needs are met.

CSMs work closely with a wide range of teams from Product, Sales, Operations and everyone in-between to deliver value and have a detailed understanding of how and why a customer uses our products. Most importantly, CSMs are excited about delivering incredible service and creating success for clients by driving the adoption of our payment method at the checkout and revenue growth.

This is an exciting moment to join TrueLayer and help shape our growth in a key new market.

If you're ready to play your part in our story as we grow across the UK, Europe and the Nordics, we want to hear from you!

Our mission is to grow the pay by bank economy. We're currently the leading pay by bank provider in the UK, and we're just getting started…

What we expect from you as a Customer Success Manager:

• Drive end-user adoption and retention at the checkout of some of our largest merchants through best-in-class customer experience;
• Own your portfolio of key merchants in the iGaming verticals, focusing on the UK, and other European markets.
• Meet strategic and growth goals on share of checkout and revenue growth through cross-sell and upsell initiatives;
• Build and leverage relationships at all levels of our client organisations — from C-level executives through to operational teams — to increase revenue and adoption of our product;
• Provide strategic and consultative thought leadership and data-driven insights to help influence the payments strategy of large enterprises working in iGaming sectors (e.g. sports betting, casino, lotto, poker etc.);
• Collaborate with Sales, Product, and Marketing teams to channel the most important insights for revenue and end-user usage growth, impact product roadmaps, and ensure our solutions meet the needs of our Enterprise customers;
• Work closely with our Nordics team to build knowledge of that market, platform and products.
• Leverage operational and project management excellence in bringing large enterprise clients live and promote growth through client account planning, optimal rhythms and action-oriented KPIs.
• Conduct regular meetings with your clients virtually and in person (this role involves occasional client travel, approximately [X times per quarter], primarily within the UK and Europe).

About you:

• Previous experience in Customer Success roles, in particular driving growth and adoption at the checkout with large clients in the payments and/or iGaming space.
• Deeply committed to delivering client and TrueLayer growth through user adoption.
• Skilled at building and maintaining positive working relationships at all levels of an organisation.
• Experienced in leading strategic payments conversations, presenting business reviews, and improving share of wallet at the checkout.
• Skilled in leveraging your business knowledge and analytical abilities to strategically assess and help reach TrueLayer and client goals.
• Adept at prioritising and coordinating multiple projects across different teams, while motivating and collaborating with others to achieve results.

We would be really excited if you have:

• Relevant vertical experience (particularly within iGaming)
• Previous work in a technology company, ideally specialising in APIs
• This is a London based role however Swedish as a spoken language would be an added plus — given our recent acquisition, Swedish language skills would be a strong advantage in supporting our global clients

Don’t meet all the requirements?

Multiple studies have shown that women and people of underrepresented groups are sometimes less likely to apply to jobs unless they meet every single requirement. At Truelayer, we are committed to building a diverse workforce, so if you are excited about this role and have the essential skills, but not the entire checklist - we’d still love to hear from you!

Benefits

What you can expect from us:

• Meaningful equity in the company 💰
• Flexible hours and hybrid working. Split your time 50/50 between working from home and our welcoming offices in London and Milan , spending 2-3 days per week in the office.
• Need to collect the kids from childcare? Love a workout in the gym first thing? No worries, we trust you to do your best work within our hybrid framework 🧘
• 24 days holiday as standard ✈️ with flexible bank holidays, so you can take those days whenever you like 🌍
• 12 fully-paid wellbeing days a year and your birthday off (on top of the holiday allowance) 🕊️
• 2 volunteering days to support causes important to you
• 90 day ‘work from abroad’ policy 👩‍💻☀️
• Generous parental leave, above and beyond statutory requirements 👪
• Competitive pension contribution at 4% & 4% 🧓
• Private health insurance from the day you start 🧑‍⚕️
• Membership of mental wellbeing platform Spill 🧘🏽‍♀️
• A £1000 budget to spend on learning & development each year 📚
• Free lunch from Just Eat 🥙 3 days a week when you are in the office