Customer Success Manager in London

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.
• 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. Furthermore, owning the entire customer relationship throughout the lifecycle and being the dedicated point of contact. You will be supported by our best-in-class operational and technical teams, but you will be the one the customer calls. Furthermore, 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 be expected to 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.