Client Success Executive (Mid-Market)

Job Description

Let’s transform banking forever

ClearBank is built on the belief that banking infrastructure shouldn’t slow down progress. Quite the opposite. Speed it up and that’s when you unlock potential. When you really start to innovate.

That spirit and ‘can-do’ attitude is why our clients – from FinTech's and crypto platforms, to banks and credit unions – choose to use our API to power their banking infrastructure.

But it’s our people who are the stars here. They power that innovation, push harder to break boundaries. They make coming to work (or working from home) fun. They’re the ones we trust to catapult our clients to success. Just as they trust us to build a business that’s always striding forward.

What you can expect:

ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank.

Your Mission:

As a Mid-Market Client Success Executive, you will join our Client Success team and play a crucial role in maintaining and growing our portfolio of Mid-Market clients. Reporting to the Mid-Market Client Success Lead, you’ll be a part of a fast-growing business that is challenging the market and doing things differently.

Taking ownership of a portfolio of ClearBank's Mid-Market clients, committing to their success, and relentlessly work to remove barriers to adoption, both within their organisation and cross-functionally within ClearBank. You will be responsible for ensuring the success of our clients and driving revenue growth.

This includes:

• Managing and maintaining a portfolio of Mid-Market client relationships, ensuring their satisfaction and success with ClearBank's services.

• Delivering a high-quality and positive client experience, building strong relationships and trust with your clients, working towards their strategic goals.

• Achieving clear client retention and revenue growth goals by proactively identifying and capitalising on upselling and cross-selling opportunities, working towards an annual quota.

• Collaborating closely with internal stakeholders, including Sales, Finance, Financial Crime, Legal, Marketing, and Customer Operations teams.

• Representing and being an advocate for your clients within ClearBank, ensuring their needs and requirements are understood and addressed.

• Conducting regular and quality engagement with your clients, maintaining a strong presence and providing ongoing support.

• Managing a regular cadence of communication and conduct business reviews with client requirements.

What we're looking for:

• In addition to being an amazing Client Success Manager, other experience in:

• Relationship management and/or customer success roles.

• Knowledge of the banking industry and/or financial products is desirable.

• Proven track record of achieving client retention and revenue growth targets.

• Excellent problem-solving skills, able to identify and overcome barriers to adoption and drive client success.

• Ability to collaborate and work effectively across multiple teams, fostering a culture of teamwork and shared goals.

• Inquisitive and comfortable asking questions about clients' business goals, ideal state, and pain points.

• Desirable if you have a passion for technology and being part of a fast-growing company.

• Strong communication and interpersonal skills, able to effectively engage with clients and internal stakeholders at all levels, including c-suite executives.

This is a mid-senior level position, ideally would suit someone who has proven client success/relationship management experience and is keen to advance their career in a fast-paced fintech/banking environment.

What we offer in return:

• We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.

• Discretionary Bonus (performance-based)

• Holiday – 27 days of annual leave per year, plus bank holidays.

• Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.

• Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.

• Bigger than ClearBank – Take a couple of days per year to do something that matters to you.

• Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.

• Family – Enhanced family-friendly leave.

• Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.

And not forgetting the biggest benefit of all. The opportunity to be part of an incredible team that’s building a tech-bank fit for the future.

A little bit more about us!

ClearBank is Where You Can belong:

At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of:

• 42% of our senior management roles are held by women

• Our enhanced family leave policies

• Launching our partnership with Code First Girls

• Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group

Our hiring process and what you can expect:

Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage;

Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone or Teams video call). You can expect to hear back from us within seven days following this meeting (if things are taking longer than expected, we’ll let you know that too);

First Interview: You’ll spend one hour with a member of our hiring team focusing on your skills, competencies and your ways of working at the same time we’ll give you time to ask more questions about the role, the team and learn more about the ClearBank culture. This will be via Teams.

Second Interview: This will be a competency-based interview with one or more members of our team.

Final Stage: You will have a final meeting with the Head of Department. This will be around 45-60 minutes.

Offer: Congratulations! Get ready for transform banking forever!

Our commitment to you as a candidate:

We will always try our best to get back to you within seven days of your interview whether you’ve been successful or not and provide you with feedback. Sometimes things take a little longer, so we may not have a decision to share but we will get it touch to let you know we need a little more time.

We’re unable to provide specific individual feedback at the application or screening stage but know that your application was reviewed and considered carefully.

We wish you the best of luck with your application and maybe we’ll be celebrating your new role at ClearBank soon!

Equal Opportunities

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration.

ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.

As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable.

The legal bit

By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.