Customer Success, Enterprise

About This Opportunity

We are representing a leading fintech organization in their search for an Enterprise Customer Success professional to join their London team. Our client is building the future of global payments infrastructure and embedded finance solutions, working with enterprise organizations and strategic partners across EMEA.

This is a founding role within the EMEA Enterprise Customer Success function. You'll work alongside an existing Customer Success Manager to shape the processes, playbooks, and operating model as the team grows. The role is hybrid, requiring three days per week in their London office.

Responsibilities

• Act as a founding member of the EMEA Enterprise Customer Success team and help build the function from the ground up
• Manage and grow relationships with embedded finance customers and enterprise clients, typically organizations with more than 1,000 employees
• Own the customer lifecycle from implementation and go-live through adoption, expansion, and renewal
• Build trusted relationships with senior stakeholders, technical teams, and operational contacts across customer organizations
• Lead complex implementation and onboarding programs, coordinating internal and external stakeholders to deliver against agreed timelines
• Develop customer success plans, define objectives, and establish success metrics aligned to each customer's business goals
• Serve as the primary escalation point for operational, technical, and service-related issues
• Coordinate with Sales, Account Management, Support, Product, and Engineering to drive timely resolution of customer issues
• Monitor product adoption, transaction volumes, service levels, and other key performance indicators
• Use data and customer insights to identify risks, recommend improvements, and drive increased adoption and value
• Support customers in optimizing their use of APIs, payments solutions, and business account features
• Project-manage the rollout of new products, features, and capabilities across your accounts
• Ensure customers receive clear, timely, and proactive communication throughout incidents, changes, and key delivery milestones
• Contribute to the development of scalable playbooks, processes, and best practices for Enterprise Customer Success

What We're Looking For

• 5+ years of experience in Customer Success, Account Management, Solutions Delivery, Operations, or a related client-facing role supporting enterprise customers
• Experience working with complex organizations, multiple stakeholders, and long implementation cycles
• Experience in fintech, payments, banking, APIs, or embedded finance is highly desirable
• Accomplished relationship builder who can establish credibility and trust with stakeholders at all levels of seniority
• Exceptional communication and presentation skills, comfortable engaging with both technical and non-technical audiences
• Commercially minded with ability to identify opportunities to drive customer value, adoption, and growth
• Highly organized and comfortable managing multiple complex projects and priorities simultaneously
• Detail-oriented with understanding of operational accuracy requirements when supporting enterprise customers
• Technically minded with experience delivering, implementing, or troubleshooting SaaS, API-based, or other technical solutions
• Proactive, solutions-oriented, and comfortable working in a fast-paced, ambiguous environment
• Excited by the opportunity to build from scratch and help shape a new Customer Success function
• Experience working with tools such as Google Workspace, Salesforce, SQL, Looker, and Zendesk

How We Work With You

Candidates should apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and ensure alignment with the role requirements. Once we've identified strong mutual fit, we will submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all applications must be coordinated through our recruitment process to be considered.

Pay

Compensation details will be discussed during the screening process with our recruitment team.

Equal Opportunity

Get A Job.ai is committed to equal opportunity employment. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.