VP Customer Success

Job Description

You will lead a team of Customer Success Managers, managing key clients across the UK and Europe, securing long term relationships and driving sustainable growth for both Token.io and our Clients. You will be responsible for input, structure, implementation and oversight of detailed strategic account plans for each of our key customer relationships. The incredibly exciting part for the successful applicant is that this ranges from global fintech organisations to domestically innovative payments pioneers. The plans that you will oversee will drive customer adoption, revenue and transaction volume. You will also bridge the gap with the CPO to ensure a consistent knowledge-share of the latest features and developments as demanded by our customer base.
This is a critical leadership role required to perform as an individual contributor, as well as driving a team responsible for a diverse range of customers across European Financial Services. Primarily as a point of escalation and leadership, this individual will also be competent in direct customer interaction, focused on driving the collective goal of customer engagement and significantly increased revenue and transactional volumes. Understanding the Customer Journey is critical and injecting the customer success leadership role as a primary part of that experience will be expected of the successful applicant from an early stage. It is essential for the success of this role within Token that any perceived challenges that may impact adoption and volume increase are clearly identified, communicated and concise mitigation plans created / implemented.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Delivering on key company volume and revenue objectives.
• Understand customer strategy, establish and coordinate training, adoption and usage.
• Navigate customer landscapes to develop a maintainable trusted advisor relationship with executive sponsors, as well as project / product owners.
• Evangelise Token products / technology to excite and encourage customers to push the boundaries of what they can achieve with Account-to-Account payments.
• Build and implement a global enablement plan to demonstrate a clear path to significantly increased transactional volumes. Including the oversight of meaningful Strategic Account Plans.
• Lead, manage and participate in activities that drive adoption and consistent active use (e.g. Sales training, Webinars, SME status).
• Drive regular relationship oversight with well-designed reporting on KPIs, results & actionable items.
• Planning and orchestration of regular Quarterly Business Reviews / Executive engagements.
• Internally, engage at an early stage of the customer journey to ensure close alignment with Sales, Implementation and Product teams.
• Work closely and proactively with existing Programme Managers and Technical Account Managers to ensure that customer expectations are consistently met and surpassed.
• Provide clear and concise input into the Product organisation to ensure that the requirements of all our customers are understood, plus aligned with the Token roadmap.
• Responsibility for the overall customer health reporting and monitoring.
• Ensuring effective cross functional communication channels between every part of Token to resolve issues and improve processes

About you

• An inspiring and experienced Head of Customer Success you will be a leader capable of expanding and developing a team to drive forward the strategic success of both the established and inbound Token customer base.
• Commercially focussed and target driven.
• Hugely smart and entrepreneurial professional who loves technology and who lives to innovate and deliver disruptive solutions into the market.
• Truly customer-centred thinking with a passion to deliver the best possible outcome to the already diverse range of Token customers.
• Highly professional approach and great communication skills with an ability to think on your feet.
• Highly collaborative individual who understands and values the power of working together as a team, but also has a clear vision on ensuring team ownership.
• Passion for understanding our market, product and technology.
• Ability to find innovative and pragmatic solutions to increasing customer adoption and transactional volume.

We'd like to hear from candidates who have:

• A proven track record in owning relationship management and delivering against set commercial targets.
• Consistently and successfully led, motivated and developed a team towards set goals.
• Previous experience working in a Client Success role with a Solution/SaaS vendor, having led high volume and complex relationships.
• Knowledge and experience within a payments organisation will allow the successful applicant to engage and progress with our strategic customers far more swiftly and efficiently.
• Ability to demonstrate account portfolio planning proficiency, combined with the ability to prioritise work and strong time management skills, are required.
• Organisation skills and a structured working approach are critical, plus the ability to deal with several different customers/activities in parallel.
• Excellent interpersonal skills and the confidence to be an open advocate, willing to push back when needed.
• Excellent verbal and written communication skills, including ability to present to senior influencers and decision makers.
• Ability to deliver customised presentations and demonstrations, either via web conference or face-to-face, including the delivery of quarterly business reviews.
• Must be highly self-managed, responsive, with the passion to serve the customer
• A strong desire to invest in your own professional and personal development, whereby you'll take ownership over acquiring additional skills and knowledge beyond that required by the organisation and day-to-day demands of the role.
• Ability to influence and drive issue resolution with cross-functional teams within the organisation.

And it’s also good if you have:

• Experience within Open Banking, Open Payments or Open Finance
• Experience in a fast-growing Fintech start-up or scale-up