Senior Customer Success Manager (UK)

About Hokodo

We’re an international and diverse team, based in London, Vilnius and Paris, working to modernise B2B payments. Our B2B Buy Now, Pay Later solution enables merchants to offer credit terms to their business customers instantly, resulting in a 40% average increase in revenue for integrated merchants. We are scaling rapidly across Western Europe, with a list of stellar clients and have raised a total of over $50 million to support our goals. Join us in our efforts, as we have already made good progress with 70,000+ businesses regularly using Hokodo, but need your support to take us to the next level!

About the role

As a Senior Customer Success Manager, you will play a pivotal role in ensuring our merchants successfully integrate and maximise the value of Hokodo’s solutions. You will onboard, advise, and manage a diverse portfolio of clients, acting as their trusted advisor and helping them drive tangible business outcomes through our products. By deeply understanding their needs, you will proactively guide them toward long-term success, retention, and revenue growth. This is a strategic role where you will not only build strong relationships but also drive commercial success by identifying opportunities for expansion and ensuring revenue generation from your accounts. You will lead strategic business reviews, develop joint success plans, and take ownership of renewals and upsells to maximise the value Hokodo delivers. You will also need strong project management skills, as you will be responsible for coordinating internal teams and ensuring seamless execution of onboarding, product adoption, and other key initiatives that impact customer success. Collaboration is key in this role - you will work closely with teams across Sales, Marketing, Product, Tech, and Operations to enhance the customer experience and ensure their feedback helps shape our future offerings.

Location: We would like you to work from our office in London two days per week, joining our team of dedicated professionals and making your mark on the world of B2B e-commerce.

What you’ll be doing - If you get excited by the following, this is the role for you.

• Onboarding: Guide new merchants through a seamless onboarding process, ensuring a smooth integration of Hokodo’s solution and collaborating with internal teams to drive a successful launch.
• Driving product adoption: Help merchants unlock the full potential of Hokodo’s solution by providing guidance and ensuring they have the resources needed for success.
• Trusted advisor: Serve as the primary point of contact for your portfolio of clients, building strong, long-term partnerships. You will advocate for their needs within Hokodo, lead strategic success planning, and conduct regular business reviews to drive retention and align with company objectives.
• Revenue growth & expansion: Proactively identify opportunities to drive revenue within your accounts by leading strategic QBRs, upselling additional features, and ensuring successful renewals, fully owning the commercial relationship with your clients.
• Voice of the customer: Act as a key link between clients and internal teams, ensuring customer feedback is shared with Product, Sales, Operations, and other teams to improve our offering.
• Shaping the future of Customer Success: Play a pivotal role in refining and evolving the CS function as Hokodo scales. Bring fresh ideas, challenge the status quo, and help define best practices that drive efficiency and impact.

Who we’re looking for

• Experience: You have at least 5 years of experience in Customer Success, Account Management, or Strategic Consulting, ideally working with a technical product.
• Communicator & relationship builder: You’re a strong communicator and can confidently engage with senior stakeholders. You put the customer at the heart of everything you do, proactively building trust and long-term partnerships that drive mutual success.
• Revenue-driven & growth-focused: You’re not just here to support customers - you’re here to drive results. You have a commercial mindset, a hunger for success, and a track record of identifying and executing opportunities that generate revenue.
• Entrepreneurial & flexible: We’re a fast-moving fintech, and we need someone who thrives in a dynamic environment - someone who can think on their feet, solve problems, and embrace change.
• Data-driven & analytical: You make decisions based on data, leveraging insights to anticipate client needs and provide strategic, revenue-generating solutions.
• Nice to have: Fluent French or another European language is a bonus. Experience in the tech industry.

Interview Process

• Competency interview with the Head of Customer Success: 45 minutes - Video Call.
• Case Study: Prepare a solution to a hypothetical scenario and present it - 60 minutes - Video Call.
• Cultural Fit interview: 45 minutes - Video Call.
• Meet the team: (e.g. for lunch) - at our London office.

What’s in it for you?

We’re offering the chance to really make a difference to Hokodo and the wider B2B payments and e-commerce industry, with plenty of opportunities for personal growth. Your opinions and feedback will be valued and you’ll be a critical team member expected to contribute both to our business and also our culture. We offer a competitive salary and benefits package, which includes:

• Share Options
• Holiday entitlement: 25 days + bank holidays.
• Learning and Development budget
• Globetrotter travel policy: Spend up to 60 days working from abroad each calendar year.
• Flex-days: You can take half a day each month to spend as you like, to deal with life admin or just enjoy some extra rest!
• Health Insurance
• Enhanced Parental Leave
• Yearly offsites and other company socials
• Pension: Employer contribution of 3% and individual contribution of 5% based on qualified earnings.

Our values

Hokodo is more than a place to work. We’re passionate about making our industry better and aren’t afraid of the competition. We pride ourselves on our culture of down to earth employees who are always willing to go the extra mile to help each other out!

• Own the Outcome: We’re committed to our tasks, and take pride in the outcome. It’s never “not my job”. We are bold, we are brave, and we embrace change in all its forms.
• Trust and Build Trust: We are committed to earning and fostering trust through honest communication and deliberate actions. We support our team and value each other’s time, input, and take local decisions where possible.
• Never Be Satisfied: We challenge the norms and act boldly, even if it means failing. We are reflective, always learn from our mistakes, and continuously seek feedback and ways to improve. When something’s not quite right, we crave to fix it. We’re open to being challenged, and challenge others openly.
• No Passion, No Point: We bring passion and energy to everything we do. We get a lot done, and we have a good time doing it. We take every opportunity to celebrate our hard work, our wins - and some of our failures too!
• Be Genuine (No BS): We are truthful and honest in our actions. We embrace and respect our individuality and encourage people to speak their mind. We are transparent and committed to doing what’s best for each other, our customers and our company. Put simply, we care.

Don’t ‘tick all of the boxes? Neither do we. We hire not only based on experience and relevance for the role but also our mission and values. We look for people who possess the right attitudes and behaviours for success at Hokodo. We celebrate ‘outside the box’ thinking, so if you don’t meet all of the listed tickbox criteria, please do still apply as we’d love to hear from you. The diversity of our team reflects the diversity of our community and customers. We not only welcome but celebrate diverse communities. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches and listen intently, and we are strongly committed to learning and improving on this as we grow.