Customer Success Manager

London

• Are you curious, excited by experimentation and always looking for a better way of doing things?  
• Do you want to keep learning and developing whilst getting hands-on, payment-building experience?
• Do you want to have the opportunity to high-growth environment with a fast-paced and collaborative culture where you will work with some fantastic clients and partners?

If so, we would love to hear from you!

We are looking to hire high-energy, and value-adding talent to join Modulr, the fastest growing payments business in the UK and Europe, to retain and develop strong and long-lasting relationships with our clients and partners.

 About Us

At Modulr our mission is to move money efficiently to power business productivity. We are building a new digital payments service to make money flow more efficiently through businesses and the economy. This is a new type of payments account that is built for businesses that need faster, easier and more reliable ways to move money.

Our flexible platform and innovate approach allows our customers to utilise our payments account instead of a traditional bank account. Our accounts come with a sort code and account number, access to payment systems (eg Faster Payments and Visa) and everything our customers need from a payments account. They can instantly open as many accounts as they need, automate how they make and receive payments as well as the reconciliation processes these create. All in real time, 24/7 through their own systems utilising our API that integrates into any platform.

Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by payments giants PayPal Ventures and FIS Ventures, as well as startup and scale up specialists Blenheim Chalcot, General Atlantic, Frog and Highland Europe which enables us to leverage their resources and expertise to drive our growth initiatives. These partnerships provide us with the necessary provisions to propel our business to new heights.

Modulr values

• Building the extraordinary and going that extra mile
• Owning the opportunity, be passionate and proud of the time you invest
• Move at pace, reach your goals faster with us supporting you each step of the way
• Achieve it together, working as a team and being Modulite

About the Role and team

At Modulr, the Customer Success management (CSM) team is at the centre of our customer operations, with a mission to retain and develop strong and long-lasting relationships with our clients and partners. ​

The CSM team help clients maximise the value of Modulr products and services. They do that thanks to a thorough understanding of Modulr payment services and products and through their data-driven approach to help our clients understand and make the most of our products and payments services in context of their business. Our Customer Success teams develop deep expertise in our clients' vertical markets to help tailor our recommendations and advice.​

The CSM team are the voice of our clients and partners at Modulr; providing feedback on enhancements to our products and processes, and important insights on our client’s interaction with our services.​

The Customer Success Managers work with our clients in a regular cadence, keeping clients updated, informed, and fully connected with Modulr teams, products, and service developments.​​

Responsibilities

• Reporting to Head of Customer Success, you will manage client and partner engagements growing and developing a high performing portfolio set of accounts​
• Deliver a world class experience to an expanding portfolio of clients across UK and Europe ​
• Develop client relationships that promote retention and loyalty, ultimately improving customer lifetime value​
• You will be expected to have a deep client understanding and knowledge of Modulr products and ensure all customers are successfully using the product or service 
• Delivering on all aspects of Transactional Growth and key metrics (churn rate, NPS and C-SAT) across your client portfolio​
• Grow revenue by driving and supporting on closing cross-sell and upsell opportunities for Modulr services​
• Work with multi-functional teams to optimise the sales and onboarding process and work closely with operations and clients support teams to ensure the highest service levels across the business​
• Undertake periodical account reviews and monitoring the commercial performance of each account within the assigned portfolio​
• Help our customers grow and achieve their goals while simultaneously strengthening their relationship with Modulr

About you:

The successful candidate will have a track-record in delivering results in a fast-moving business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

• We’re looking for individuals with relevant experience in Technology / SaaS firms or Financial Services
• Prior experience in a Customer Success, Account or Partner Management role
• Strong interpersonal skills and the ability to read a situation, listen, frame a conversation, and deliver presentation and insights to your clients​
• Strong analytical and written skills with great attention to detail​
• You have unassailable integrity, work ethic, humility and team spirit and have the ambition and desire to work in a high-growth tech company​
• Fluency in either French, Spanish, Dutch, or German will be a strong advantage

What can Modulr offer you

You’ll be part of a cross disciplinary team(s), some might be in Edinburgh, London, or Amsterdam. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow. Our culture and values are putting you first and are about investing in your future.

• Share Options Incentive Scheme
• Company Bonus - the more successful we are together, the more company bonus we offer
• Enhanced Pension
• Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs
• Perkbox - enjoy freebies and discounts on many other products and services
• 33 days holiday (including bank holidays) + your birthday off - choose which days you take off to relax and/or spend time with loved ones
• Learning Opportunities – on joining Modulr you will embark on our 3-day onboarding programme to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But, we don’t want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms to allow you to grow and develop in Modulr.
• Modulr hands-on - join your colleaguesfor our company wide events throughout the year.
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We have state of the art offices located in WeWork in Edinburgh, ScaleSpace in London, and WeWork in Amsterdam.

ModInclusion 

We believe that by seeing Modulr, and the world, from all sorts of angles, we can make life better for all.​ We want you to know that the things that make you, you — like your identity, age, ability, and background — are things that we will always celebrate and support with open arms.  As such, we are keen to maximise the diversity of our workforce and actively encourage applications from anyone and everyone.

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