Strategic Customer Success Director

Join TrueLayer, Europe's fastest-growing Pay by Bank network, as a Strategic Customer Success Director based in London, United Kingdom — a full-time leadership role at the heart of the open banking payments revolution.

About the Role

TrueLayer's Customer Success team takes ownership of the complete customer journey, delivering service marked by trust, discipline, and consistency. As Strategic Customer Success Director, you'll shape and drive the strategy for partnering with our most significant enterprise clients across sectors such as retail, fashion, and marketplaces. Acting as a trusted advisor, you'll champion open banking, secure exceptional outcomes for large organisations, and earn credibility at every level — from hands-on operators to the C-suite. This commercially-driven position calls for someone who brings structure, constructive challenge, and inventive thinking to unlock sustained growth.

Key Responsibilities

• Craft and execute an ambitious Customer Success strategy centred on customer outcomes, product adoption, and durable value
• Build scalable frameworks spanning business development, relationship management, delivery oversight, and programme execution
• Cultivate trusted, lasting relationships across enterprise accounts — from C-level to daily stakeholders — to fuel advocacy, retention, and expansion
• Generate measurable commercial impact through upsell, cross-sell, and greater share of wallet, guided by data and influence
• Define and own portfolio KPIs including revenue growth, net revenue retention, adoption, and customer satisfaction
• Collaborate with Sales, Product, Integrations, Marketing, and Client Care to remove friction and align teams
• Represent the customer's perspective internally, shaping product direction, while personally managing a portfolio of highly strategic accounts

Qualifications

• Demonstrated success building senior, C-level relationships and delivering tangible business results
• Solid grounding in payments, fintech, or sophisticated technology products, with fluency in both commercial and technical conversations
• A customer-first approach that blends creativity with structured problem-solving
• Ability to set strategic direction while staying connected to execution and quality
• Strong cross-functional influencing skills suited to a fast-moving setting
• Clear, concise written and verbal communication that simplifies complexity
• Bonus: experience with complex enterprise customers across multiple industries and in regulated or rapidly evolving environments

About TrueLayer

TrueLayer powers smarter, safer, faster payments by uniting real-time bank transfers with financial and identity data. Live in 22 countries and trusted by leaders like Ryanair and Just Eat Takeaway, we've raised over $300 million from investors including Stripe, Tiger Global, Northzone, and Tencent. We're committed to a diverse workforce, so if you're excited by this role and hold the essential skills, we'd love to hear from you even if you don't tick every box.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.