At a Glance
- Tasks: Drive customer success and adoption for key clients in the iGaming sector.
- Company: Join TrueLayer, Europe's fastest-growing Pay by Bank network.
- Benefits: Flexible hours, hybrid working, equity, and generous holiday allowance.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Be part of a revolutionary payment solution and shape the future of transactions.
- Qualifications: Experience in Customer Success, particularly in payments or iGaming.
The predicted salary is between 50000 - 65000 £ per year.
TrueLayer is Europe’s fastest-growing Pay by Bank network. We power smarter, safer and faster payments by combining real-time bank payments with financial and identity data. E-commerce, iGaming and Financial Services businesses use our products to onboard new users, accept money and make payouts in seconds, and at scale. Live across 22 countries and with 1 new user joining TrueLayer’s Pay by Bank network every 3 seconds, we’re in a very exciting growth stage.
TrueLayer's Customer Success team is responsible for nurturing and growing our key customer relationships. We rely on Customer Success to ensure clients are given world‑class service and ensure that their experience of using TrueLayer's products exceeds their expectations. Customer Success Managers (CSMs) are “Trusted Advisors”, working to maximise the value our payments products provide and expanding the use cases and scope of impact for our customers.
We're looking for proactive, creative‑thinking professionals who see the big picture of where Pay by Bank is headed. CSMs will support our most strategically and financially important clients, demonstrating thought leadership, delivering insights and assisting them to adopt our products. They are the conduit into the TrueLayer business, advocating on behalf of the client to ensure their needs are met.
CSMs work closely with a wide range of teams from Product, Sales, Operations and everyone in‑between to deliver value and have a detailed understanding of how and why a customer uses our products. Most importantly, CSMs are excited about delivering incredible service and creating success for clients by driving the adoption of our payment method at the checkout and revenue growth.
What we expect from you as a Customer Success Manager:
- Drive end‑user adoption and retention at the checkout of some of our largest merchants through best‑in‑class customer experience;
- Own your portfolio of key merchants in the iGaming verticals, focusing on the UK, and other European markets.
- Meet strategic and growth goals on share of checkout and revenue growth through cross‑sell and upsell initiatives;
- Build and leverage relationships at all levels of our client organisations — from C‑level executives through to operational teams — to increase revenue and adoption of our product;
- Provide strategic and consultative thought leadership and data‑driven insights to help influence the payments strategy of large enterprises working in iGaming sectors (e.g. sports betting, casino, lotto, poker etc.);
- Collaborate with Sales, Product, and Marketing teams to channel the most important insights for revenue and end‑user usage growth, impact product roadmaps, and ensure our solutions meet the needs of our Enterprise customers;
- Work closely with our Nordics team to build knowledge of that market, platform and products.
- Leverage operational and project management excellence in bringing large enterprise clients live and promote growth through client account planning, optimal rhythms and action‑oriented KPIs.
- Conduct regular meetings with your clients virtually and in person (this role involves occasional client travel, approximately (X times per quarter), primarily within the UK and Europe).
About you:
- Previous experience in Customer Success roles, in particular driving growth and adoption at the checkout with large clients in the payments and/or iGaming space.
- Deeply committed to delivering client and TrueLayer growth through user adoption.
- Skilled at building and maintaining positive working relationships at all levels of an organisation.
- Experienced in leading strategic payments conversations, presenting business reviews, and improving share of wallet at the checkout.
- Skilled in leveraging your business knowledge and analytical abilities to strategically assess and help reach TrueLayer and client goals.
- Adept at prioritising and coordinating multiple projects across different teams, while motivating and collaborating with others to achieve results.
We would be really excited if you have:
- Relevant vertical experience (particularly within iGaming)
- Previous work in a technology company, ideally specialising in APIs
- This is a London based role however Swedish as a spoken language would be an added plus — given our recent acquisition, Swedish language skills would be a strong advantage in supporting our global clients.
Benefits
- Meaningful equity in the company
- Flexible hours and hybrid working. Split your time 50/50 between working from home and our welcoming offices in London and Milan, spending 2-3 days per week in the office.
- 24 days holiday as standard with flexible bank holidays, so you can take those days whenever you like
- 12 fully‑paid wellbeing days a year and your birthday off (on top of the holiday allowance)
- 2 volunteering days to support causes important to you
- 90 day ‘work from abroad’ policy
- Generous parental leave, above and beyond statutory requirements
- Competitive pension contribution at 4% & 4%
- Private health insurance from the day you start
- Membership of mental wellbeing platform Spill
- A £1000 budget to spend on learning & development each year
- Free lunch from Just Eat 3 days a week when you are in the office
At TrueLayer, we don’t just do inclusion and diversity. We embrace people that have different opinions, perspectives and personalities. Because we believe that by seeing the world from all sorts of angles, we can make life better for all the people who live in it. We strongly encourage applications from underrepresented groups (e.g. people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from all socio-economic backgrounds). If you’d like to discuss alternative working patterns, please let us know.
Customer Success Manager - iGaming in London employer: TrueLayer
TrueLayer is an exceptional employer, offering a dynamic work culture that prioritises flexibility and employee well-being. With meaningful equity options, generous parental leave, and a commitment to diversity, employees are empowered to thrive both personally and professionally. The London office fosters collaboration and innovation, making it an exciting place for Customer Success Managers to drive impactful change in the rapidly evolving iGaming sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - iGaming in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TrueLayer. 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 TrueLayer 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 Manager - iGaming 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 TrueLayer:Your cover letter is your chance to shine! Tell us why you want to work at TrueLayer 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 TrueLayer!
How to prepare for a job interview at TrueLayer
✨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.
