At a Glance
- Tasks: Lead and transform global client success strategies while driving innovation in payments.
- Company: Join Paymentology, a leader in the future of payments with a diverse and inclusive culture.
- Benefits: Be part of a global team with opportunities for growth and meaningful impact.
- Other info: Collaborate across teams and make a difference in a fast-paced, innovative environment.
- Why this job: Shape client experiences and leverage AI to drive operational excellence in fintech.
- Qualifications: Strong leadership in client success and experience in fintech or B2B technology.
The predicted salary is between 63000 - 77000 £ per year.
Unstoppable starts with people. The future of payments is being built today, and at Paymentology, we are looking for people who want to help shape it. We power card issuing for leading banks, fintechs and digital brands across the globe, and as we continue to grow, we are looking for curious, ambitious people who thrive on solving complex challenges, embrace innovation and want to make a tangible impact at global scale.
We're looking for a VP Client Success & Experience to lead and transform Paymentology’s global post-onboarding client organization, leading Customer Support and developing the Client Success Operations into a unified function. You will partner with the Account Management teams and act as the key technical and product partner for our clients. This strategic leadership role is responsible for driving client outcomes, adoption, retention, operational excellence, and long-term partnership success across our global client base.
You will build a proactive, data-driven, and AI-enabled client success model that combines human expertise, predictive intelligence, automation, and self-service capabilities to deliver exceptional client experiences at scale. If you're a transformational leader with deep experience in payments, fintech, banking infrastructure, or complex B2B technology environments, and you're passionate about leveraging AI and operational innovation to create measurable client value, this is an opportunity to shape how Paymentology is experienced by clients globally.
What you get to do:
- Leadership & Client Success Strategy
- Lead the global Client Success & Experience organization, unifying Customer Support and developing the Client Success Operations function.
- Define and execute the future-state client success strategy, ensuring a seamless and consistent client experience across all touchpoints.
- Build a proactive client engagement model focused on adoption, retention, operational excellence, and long-term partnership success.
- Champion a culture of accountability, ownership, client-centricity, and continuous improvement.
- Develop and mentor leaders across Client Success and Support functions.
- AI, Automation & Innovation
- Build predictive client health and retention frameworks that identify risks and opportunities before they impact clients.
- Leverage AI and data analytics to uncover adoption barriers, growth opportunities, and emerging client risks.
- Implement AI-assisted support capabilities including intelligent case triage, knowledge retrieval, resolution recommendations, and workflow automation.
- Drive the adoption of self-service capabilities that empower clients and reduce dependency on manual intervention.
- Establish governance frameworks and performance measurement for AI-enabled client experience initiatives.
- Operational Excellence & Client Experience
- Improve client experience through proactive engagement, operational transparency, and scalable support models.
- Deliver real-time visibility into platform health, program performance, reporting, and operational insights.
- Drive improvements in support responsiveness, issue ownership, escalation management, and resolution predictability.
- Establish client health scoring frameworks and operational performance metrics.
- Reduce manual effort through automation, intelligent workflows, and scalable service delivery models.
- Cross-Functional Collaboration
- Partner closely with Product, Engineering, Implementations, Commercial, and Operations teams to improve client outcomes.
- Translate client feedback, friction points, and operational challenges into actionable product and process improvements.
- Drive executive-level visibility into client health, satisfaction, retention risks, and growth opportunities.
- Ensure alignment between client success objectives and broader business strategy.
Requirements:
What it takes to succeed:
- Strong leadership experience managing global Client Success, Technical Account Management, Customer Support, or Client Operations teams.
- Deep understanding of client lifecycle management, customer success methodologies, and operational excellence frameworks.
- Proven ability to lead large-scale transformation initiatives and build high-performing global organizations.
- Experience leveraging AI, automation, predictive analytics, and self-service technologies to improve client outcomes and operational efficiency.
- Strong commercial acumen with the ability to understand client business models and align operational performance with growth opportunities.
- Excellent stakeholder management skills with the ability to influence and collaborate across executive leadership teams.
- Data-driven decision-making capabilities with experience establishing and tracking meaningful client success and support metrics.
- Strong communication, strategic planning, and organizational leadership skills.
- Ability to thrive in complex, fast-paced, global environments while balancing strategic priorities with operational execution.
Education & Experience:
- Bachelor’s degree in Business, Technology, Computer Science, Engineering, or a related discipline preferred.
- Extensive senior leadership experience in Customer Success, Customer Support, Client Operations, or related functions.
- Experience within fintech, payments, issuer processing, banking infrastructure, financial services, or complex B2B technology environments.
- Demonstrated success scaling global teams and driving measurable improvements in client satisfaction, retention, adoption, and operational performance.
- Track record of implementing AI-enabled client experience strategies, automation initiatives, and scalable support models.
- Experience working with executive stakeholders and leading cross-functional transformation programs within high-growth organizations.
At Paymentology, we believe that making a difference starts with the people behind the work. You will be part of a diverse, global team of Paymentologists who are united by a shared mission to advance the world through payments. This is an opportunity to contribute to meaningful work, collaborate across markets and functions, and help shape the future of a business with global reach and real impact.
We are an equal opportunity employer committed to fostering a diverse and inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds and do not discriminate on any unlawful ground, including race, colour, ethnicity, sex, gender, pregnancy, marital status, family responsibility, age, disability, sexual orientation, religion, belief, language or HIV status.
Paymentology will never request any form of payment from applicants at any stage of our recruitment process, including for applications, interviews, training or job placements. If anyone asks you for money while claiming to act on behalf of Paymentology, please treat this as fraudulent and do not make any payment. All legitimate Paymentology vacancies are advertised via our official careers page, and our recruitment emails are sent only from official Paymentology domains.
VP Client Success & Experience UK in London employer: Paymentology
At Paymentology, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our commitment to employee growth is evident through tailored development programmes and opportunities for advancement within our global network. Located in a fast-paced environment, we empower our team members to make impactful decisions while enjoying the flexibility and support needed to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land VP Client Success & Experience UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Paymentology. 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 Paymentology 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 VP Client Success & Experience UK 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 Paymentology:Your cover letter is your chance to shine! Tell us why you want to work at Paymentology 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 Paymentology!
How to prepare for a job interview at Paymentology
✨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.
