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For Companies At a Glance
- Tasks: Build strong client relationships and ensure their success with our innovative financial services.
- Company: Join ONE.io, a dynamic fintech company revolutionising digital asset trading and payment solutions.
- Benefits: Enjoy unlimited holiday, health insurance, flexible working, and continuous learning opportunities.
- Other info: Work in a culture-driven environment that values creativity, integrity, and teamwork.
- Why this job: Be part of a fast-growing team making a real impact in the financial services industry.
- Qualifications: Experience in customer management and a passion for financial services or cryptocurrency.
The predicted salary is between 50000 - 65000 £ per year.
Company Overview
ONE.io was founded in 2017 as an OTC digital asset trading desk, serving high-net-worth individuals, corporates, and institutional clients globally. Recognising that our clients – generally those in sectors underserved by the traditional banking system – were facing tremendous difficulty in the movement of fiat funds, we undertook to resolve this industry pain point by shifting our focus toward the provision of payment services. We subsequently acquired our PI licence from the FCA in 2020, and launched our proprietary payments platform in 2021. Today we provide a unified end-to-end financial services solution for corporate clients through our core propositions – ONE.io Connect (Payments Platform), ONE.io Fusion (OTC Crypto Trading and Crypto Gateway). We leverage a strong network of banking partners and regulatory licenses to serve clients effectively on a global scale. Through a single onboarding journey with us, clients get access to a full suite of products and services, including our 24/7 digital asset trading desk, named IBANs in multiple fiat currencies, foreign exchange, and access to payment rails including SWIFT, SEPA, Faster Payments and CHAPS.
The ONE.io Group is very culture-driven and employees live by our values which include:
- Ingenuity: Constantly improving with creativity and confidence.
- Integrity: Brave and tenacious in pursuit of equality.
- Unity: A team empowered by shared beliefs and commitment.
- Dedication: Intuitive to our customers' needs and accountable for our actions.
Role Overview
We are seeking a commercially-minded Customer Success Manager to join a fast-growing, high-performing team. This is an exciting opportunity for someone who is skilled in building new and lasting relationships with clients, growing business with them, and in maintaining the highest degrees of customer satisfaction. The role encompasses each of our complementary core propositions, along with the exciting new products, services, and geographies we are expanding into. The successful candidate will be comfortable working as an individual contributor and will be capable of turning their hands to whatever is needed to help solve our clients’ problems, whilst maximising revenue opportunities within the portfolio they are managing. We value people who are team players; people who strive to help their colleagues and company succeed. We also value people who can take ownership and responsibility, bringing their own ideas and personality to a role.
Key Responsibilities
Your primary focus will be managing the relationship of the customers assigned to you. You will be supported by our best-in-class operational and technical teams, but you will be the one the customer calls. You will manage the relationship of the customers assigned to you with a view to minimising churn and maximising revenue within the assigned portfolio. You will be focused on helping customers reach goals and achieve success with us, and ensuring that the level of service that our customers receive is second to none. Your days will be spent building trust and transparency with customers through analysing customer data, acting as a customer advocate, and ultimately being the mediator between customers and the organisation. You will develop a deep understanding of the business activities and needs of your clients, whilst engaging with them proactively, to inform them of upcoming products/services/enhancements and drive revenue through upsell and cross‑selling opportunities. Our customers expect a dynamic, knowledgeable, and highly credible go‑getter that makes things happen. As such, you will be involved in helping to develop processes and best practices when it comes to the Customer Success function. You will bring your ideas and experience to help shape and improve how we interact with our most important relationships – our clients. You will work closely with all our internal teams but especially with Sales, Onboarding/Compliance, Operations/Support, and our Product and Trading teams. You will strongly influence the development and improvement of client‑facing tools, processes, and strategies, and will develop an excellent understanding of what our clients need most as well as how we can best deliver this.
Skills and Experience
- History of identifying and growing revenue within an existing portfolio of customers.
- Strong understanding and interest in financial services (e.g. payments, banking) and/or cryptocurrency, along with one or more of our key customer verticals (e.g. gaming, crypto).
- Experience of managing demanding clients whilst achieving the highest levels of customer satisfaction.
- Willingness to travel.
- Experience within a start‑up or high‑growth environment.
- Good understanding of client‑management tools and systems, and best‑in‑class operating practices for Customer Success.
What you’ll get in return
- Vitality Health Insurance.
- Enhanced Parental Leave.
- Perks at Work Reward Platform.
- Unlimited holiday policy.
- Continuous learning and development opportunities.
- Flexible working.
- Competitive remuneration.
- And more...
ONE.io prides itself on being an equal opportunities employer. We will always hire people based on merit and will never discriminate against someone based on gender, race, religion, or background. Unfortunately, we cannot offer sponsorship at present. This is a UK based role.
Customer Success Manager employer: ONE.io
Contact Detail:
ONE.io Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. Building relationships can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their products, services, and values. This will not only help you answer questions but also show your genuine interest in ONE.io and how you can contribute to their success.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of examples where you've turned challenges into opportunities, especially in customer success roles. This is key for a Customer Success Manager, as you'll need to demonstrate how you can help clients achieve their goals.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role and the company.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer success and financial services. We want to see how your skills align with our values and the specific needs of the Customer Success Manager role.
Showcase Your Achievements: Don’t just list your responsibilities; share your successes! Use numbers and examples to demonstrate how you've grown revenue or improved customer satisfaction in previous roles. This will help us see the impact you can bring to our team.
Be Authentic: Let your personality shine through in your application. We value individuality and want to know what makes you unique. Share your ideas on how you can contribute to our culture and help us achieve our goals.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at ONE.io
✨Know Your Client
Before the interview, dive deep into understanding ONE.io's client base and their specific needs. Familiarise yourself with the financial services landscape, especially in payments and cryptocurrency. This will help you demonstrate your ability to build relationships and provide tailored solutions during the interview.
✨Showcase Your Success Stories
Prepare to share specific examples of how you've successfully managed client relationships in the past. Highlight instances where you've identified revenue opportunities or improved customer satisfaction. This will illustrate your capability as a Customer Success Manager and align with the company's focus on maximising revenue and minimising churn.
✨Emphasise Teamwork and Collaboration
ONE.io values team players, so be ready to discuss how you've worked collaboratively with other teams in previous roles. Share examples of how you've partnered with sales, operations, or product teams to enhance customer experiences. This will show that you understand the importance of unity and dedication in achieving company goals.
✨Bring Your Ideas to the Table
During the interview, don't hesitate to suggest improvements or innovative ideas for the Customer Success function. This aligns with ONE.io's value of ingenuity and shows that you're proactive about enhancing processes. It also demonstrates your commitment to helping the company succeed and your willingness to take ownership of your role.