At a Glance
- Tasks: Drive client success through onboarding, account management, and identifying growth opportunities.
- Company: Join Kord, a leading fintech at the forefront of compliance and trust.
- Benefits: Competitive salary, flexible working, and a chance to make a real impact.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Be a key player in client relationships and contribute to business growth.
- Qualifications: Experience in customer success or account management with strong relationship-building skills.
The predicted salary is between 35000 - 45000 £ per year.
About Kord
Kord is an FCA-regulated fintech delivering KYC, Anti-Money Laundering (AML), identity verification, and payments infrastructure to regulated businesses across the UK. We sit at the intersection of compliance, fintech, and trust, helping companies verify who they are dealing with quickly and reliably. Our client base continues to grow exponentially. Enquiry volumes are rising, and our product surface is becoming more complex. The Customer Success function sits at the heart of that growth, and this is where you come in.
Why this role matters
As a Customer Success Executive at Kord, you will be one of the most multi-dimensional contributors in the business. Your work spans client onboarding, account management, escalation handling, and cross-functional collaboration. You are the person clients encounter at the most critical moments, and the quality of your work directly determines whether they stay, grow, and advocate for Kord.
We are looking for someone who does not just complete tasks but takes genuine ownership: anticipating client needs whilst spotting opportunities for growth, building lasting relationships, and continuously improving the way we operate. Critically, this role carries real commercial weight. You will be expected to identify and progress revenue opportunities within your existing account base, working alongside Sales to convert expansion potential into tangible outcomes.
What You’ll Own
- Client onboarding and activation
- Own the onboarding journey for new clients, from integration kick-off through to post-activation account management.
- Serve as the first point of contact following a win, setting the tone for long-term relationships and laying the groundwork for future growth.
- Deliver training, demos, and technical guidance to ensure clients achieve early value from the platform, reducing time-to-value and increasing the likelihood of expansion.
- Identify upsell and cross-sell opportunities during onboarding, ensuring clients are engaged early to best serve future expansion conversations.
- Account management and retention
- Manage an assigned portfolio of client accounts, keeping CRM records current and proactively monitoring account health.
- Identify at-risk accounts and intervene early with tailored support or escalation, protecting revenue and preserving relationships.
- Build trusted, consultative relationships with key contacts across your portfolio, positioning yourself as a strategic partner rather than just a support contact.
- Recognise and flag revenue-building opportunities, working closely with clients to ensure consistent value and progressing expansion conversations in partnership with Sales.
- Drive ARR and retention by ensuring clients are consistently deriving measurable value, and proactively addressing dissatisfaction before it becomes churn.
- Escalation management
- Own assigned client escalations end-to-end, from first response through to confirmed resolution.
- Communicate clearly and proactively at every stage, ensuring clients feel heard and informed, turning difficult moments into demonstrations of Kord’s reliability.
- Work with Compliance, MLRO, and relevant internal teams on sensitive issues including AML reporting, fraud, and regulatory obligations.
- Handle finance-adjacent cases such as credit requests and billing queries in coordination with the Finance team.
- Commercial development
- Actively identify expansion opportunities within your account base: clients growing in usage, launching new products, or entering new markets.
- Work alongside the Sales team to progress and close upsell and cross-sell opportunities, contributing directly to revenue growth.
- Maintain a pipeline view of expansion potential across your portfolio in HubSpot, keeping opportunity records accurate and up to date.
- Contribute to renewal conversations, ensuring contract extensions are handled proactively and with sufficient lead time.
- Feed market and client intelligence back to Sales and Product, surfacing what clients need before they ask for it.
- Knowledge, reporting, and process improvement
- Build and maintain the Customer Success knowledge base, documenting new issue types and ways to resolve them for faster resolution paths.
- Identify recurring patterns in client issues and report these as product improvement tickets.
- Contribute to the development of CS processes, templates, and playbooks.
- Operate workflows and SLAs as required, tracking shifts and reporting on performance.
- Collaboration and growth
- Maintain standards of truth and fact so that stakeholders and colleagues can act and respond to clients accurately.
- Partner closely with Sales, Customer Service, Compliance, and Product to ensure seamless client experiences across the customer lifecycle.
- Represent the voice of the client internally on product and operational developments, advocating for what your accounts need to stay and grow.
What We Expect
- Commercial drive: You see the revenue potential in your accounts and act on it. You understand that retention and growth are two sides of the same coin.
- Delivery: Accurate, autonomous work with minimal rework. Sound decisions within your domain, with early flags outside it.
- Ownership: You own the process, not just the end result. You bring a point of view on how things should work, not just how they do.
- Relationships: You build client trust quickly. Clients and colleagues come to you before escalating.
- Growth mindset: You connect your work upstream and downstream. You are passionate about the company, its people, and your own development.
Requirements
Essential
- Proven experience in a Customer Success, Account Management, or client-facing Relationship role, with demonstrable impact on retention and revenue growth.
- Strong relationship-building skills, comfortable working with enterprise clients and senior stakeholders, as well as the public as required from time to time.
- A commercial mindset: you understand how client success translates into business outcomes and actively look for opportunities to grow accounts.
- Excellent written and verbal communication, with the ability to explain technical concepts simply and persuasively.
- Organised, detail-oriented, and able to manage multiple accounts and priorities simultaneously.
- Well-suited to working in a fast-paced, scaling business.
- Proactive use of AI tools for reporting, strategy, communications, and research.
- Skilled in interrogating and analysing client data, KPIs, and related metrics.
Highly desirable
- Experience in fintech, compliance, or a regulated industry.
- Knowledge of KYC, AML, or identity verification products.
- Experience using knowledge management, CRM, and ticketing tools (HubSpot, Jira, and/or equivalents).
- Familiarity with Microsoft Teams for cross-functional collaboration.
- A track record of identifying and progressing upsell or cross-sell opportunities within a managed account base.
Please note: Kord is unable to offer visa sponsorship for this role. Candidates must have the right to work in the UK without sponsorship. Kord is an equal opportunities employer. We welcome applications from all backgrounds and are committed to building a diverse and inclusive team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kord. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kord before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kord:Your cover letter is your chance to shine! Tell us why you want to work at Kord specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kord!
How to prepare for a job interview at Kord
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
