Judo is hiring a

Customer Success Manager

Customer Success Manager

Judopay are taking the lead in the digital payment revolution, powering easy, frictionless checkout experiences for our customer’s customers, both in-app and online.

We are seeking a Customer Success Manager primarily responsible for being our largest customer’s own personal, payments consultant. You will focus on being their strategic partner, growing their account and also wowing and delighting them throughout their lifecycle. Reporting into the VP of Business Operations, you will play a pivotal role in defining, operationalising and iterating on the customer success strategy.

Responsibilities:

  • Coordinate cross-functional teams (sales, operations and dev support) in delivering an exceptional first use experience
  • Oversee the onboarding of new merchants and ensure successful implementation while continually improving key metrics around user experience, such as time to live, and NPS
  • Maintain a high level of customer engagement, focusing on customer satisfaction and retention
  • Be inventive around engagement; test new strategies and methods from newsletters to events
  • Develop and maintain customer success assets and methods e.g. onboarding materials
  • Become experts on all things Judopay so as to pass on that knowledge
  • Continually drive product and operational improvement by gathering user feedback


Requirements

You will succeed if you:

  • Are a people person with strong relationship skills; have high levels of empathy and are an excellent listener
  • Are highly self-motivated and will drive solutions rather than dwelling on problems
  • Are resilient in the face of challenges
  • Are data driven; able and willing to independently check the customer’s data around transactions and recognise problematic trends, track the customer’s progress over time and report on your own funnel metrics
  • Are highly organised with great time management skills; able to manage multiple workstreams across different channels simultaneously
  • Able to operate confidently across all levels of business, from front-line support teams to C-suite
  • Are proactive, be it in terms of learning about these customers and their industry and spotting potential problems before they arise
  • Are keenly interested in the growing world of mobile commerce; constantly running out of space on your phone because you try out so many apps

We would love it if you have, but won’t hold it against you if you don’t have;

● Growth strategy experience, be it customer or business focused

● Payment experience

● Experience in a mobile technology company

Benefits

  • Very competitive salary
  • Market leading commission structure
  • Unlimited Holiday ……you read that correctly,
  • £1000 to spend on a holiday …in case you thought we were joking
  • Flexible and part remote working.
  • Private medical healthcare
  • Onsite gym classes 3 times a week
  • Internal and external training
  • Birthdays off
  • Tons of office food and snacks
  • Personalised career development plan
  • Cycle to work scheme
  • Team nights out
  • The chance to work in a highly disruptive market alongside a very talented team
  • Very cool office at Rise London

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