At a Glance
- Tasks: Lead customer success strategy and build strong relationships with enterprise clients.
- Company: Join TrueLayer, Europe's fastest-growing Pay by Bank network, revolutionising payments.
- Benefits: Enjoy flexible hours, remote work, equity, and generous holiday allowances.
- Other info: Inclusive culture that values diverse perspectives and supports personal development.
- Why this job: Be a key player in shaping customer experiences and driving growth in fintech.
- Qualifications: Proven leadership in enterprise relationships and expertise in payments or fintech.
The predicted salary is between 80000 - 100000 £ per year.
Who we are: 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. This is why we’re expanding the team across our offices in London, Milan, and Dublin.
Description: TrueLayer’s Customer Success team owns the entire lifecycle of our customers. We ensure our customers receive world-class service with trust, rigour, and consistency and that their experience of using TrueLayer’s products exceeds expectations. Our Customer Success leaders act as trusted advisors, bringing insight, challenge, and thought leadership to our customers while driving advocacy for Open Banking and our products.
Strategic Customer Success Director Role: As our Strategic Customer Success Director, you will define and lead the strategy for how we partner with our most important customers in various industries including retail, fashion and market places. You will deliver exceptional outcomes for large enterprise organisations across multiple verticals, combining a customer-first mindset with deep payments and product expertise. You will build trust at every level, from operators to the C-suite, while positioning TrueLayer as a critical partner to our customers’ success. You are a commercially-minded, solution-oriented leader who thrives in fast-paced environments. You bring structure where needed, challenge where it matters, and creativity to unlock growth. You will work closely with Product, UX, Marketing, Integrations, Sales, and Leadership to deliver a seamless, high-impact customer experience.
What we expect from you as Strategic Customer Success Director:
- Set and execute strategy: Define and deliver a clear, commercially ambitious Customer Success strategy focused on driving customer outcomes, product adoption, and long‑term value.
- Build for scale: Design and implement frameworks that enable the team to operate effectively across business development, relationship management, delivery oversight, and program execution.
- Own enterprise relationships: Build deep, trusted relationships across enterprise customers—from C-level to day‑to‑day stakeholders—driving advocacy, retention, and growth.
- Drive commercial impact: Deliver measurable business outcomes through upsell, cross‑sell, and increased share of wallet, using data, insight, and strong influencing skills.
- Own performance: Define and drive KPIs for your high profile portfolio (e.g. revenue growth, net revenue retention, product adoption, customer satisfaction, strategic program success).
- Partner cross‑functionally: Work closely with Sales, Product, Integrations, Marketing, and Client Care to remove friction, drive alignment, and deliver for customers.
- Be the voice of the customer: Bring clear, structured customer insight into the business; influence product direction and prioritisation.
- Stay close to the detail: Personally own and manage a portfolio of highly strategic customers.
What we expect from you:
- Enterprise leadership experience: Proven track record of building senior relationships (including C-level) and delivering meaningful business outcomes.
- Domain expertise: Strong understanding of payments, fintech, or complex technology products, with the ability to engage on both commercial and technical topics.
- Customer‑first mindset: You balance creativity and structure to solve customer problems and deliver impact.
- Strategic and executional: Able to set direction while staying close enough to execution to ensure quality and pace.
- Highly collaborative: Comfortable influencing across functions and driving alignment in a fast‑moving environment.
- Clear communicator: Strong written and verbal communication skills, with the ability to simplify complexity.
We would be very excited if you have:
- Experience working with complex enterprise customers across multiple industries (e.g. retail, market places).
- Background in payments, fintech, or high‑growth technology companies.
- Experience operating in regulated or rapidly evolving environments.
Benefits: What you can expect from us:
- 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.
- A one‑off remote‑working budget to help you set up your home 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.
Inclusion and Diversity: 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. We will always aim to make appropriate adjustments to ensure we are fully inclusive to people with different needs during our interview process. So if you need us to make any adjustments to suit your individual needs please let us know - we’ll be happy to support you.
Strategic Customer Success Director employer: TrueLayer
TrueLayer is an exceptional employer that champions a dynamic and inclusive work culture, offering flexible hours and hybrid working arrangements between our vibrant offices in London and Milan. With a strong focus on employee growth, we provide generous benefits including meaningful equity, extensive learning budgets, and well-being days, ensuring our team members thrive both personally and professionally while contributing to the exciting Pay by Bank revolution.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Director
✨Tip Number 1
Network like a pro! Get out there and connect with people in the fintech space. Attend industry events, webinars, or even local meetups. The more you engage, the better your chances of landing that dream role at TrueLayer.
✨Tip Number 2
Show off your expertise! When you get the chance to chat with potential employers, don’t hold back on sharing your insights about payments and customer success. Let them see how your experience can drive their business forward.
✨Tip Number 3
Be proactive! If you’re eyeing a position at TrueLayer, reach out directly to current employees on LinkedIn. Ask them about their experiences and express your interest. It’s a great way to get insider info and make a memorable impression.
✨Tip Number 4
Prepare for those interviews! Research TrueLayer’s products and think about how you can contribute to their growth. Be ready to discuss how you can help enhance customer experiences and drive success in a fast-paced environment.
We think you need these skills to ace Strategic Customer Success Director
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role and the company shine through. We want to see that you're genuinely excited about joining TrueLayer and being part of the Pay by Bank revolution!
Tailor Your Experience:Make sure to highlight your relevant experience in customer success, payments, or fintech. We love seeing how your background aligns with our needs, so don’t be shy about showcasing your achievements and how they relate to the Strategic Customer Success Director role.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
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’s super easy to do!
How to prepare for a job interview at TrueLayer
✨Know Your Customer Success Strategy
Before the interview, dive deep into TrueLayer's approach to customer success. Understand how they define and execute their strategy, especially in relation to enterprise customers. Be ready to discuss how you can contribute to driving customer outcomes and product adoption.
✨Showcase Your Domain Expertise
Brush up on your knowledge of payments, fintech, and complex technology products. Be prepared to engage in discussions about these topics, demonstrating your ability to navigate both commercial and technical aspects. This will show that you can effectively communicate with stakeholders at all levels.
✨Build Relationships in Your Answers
During the interview, highlight your experience in building trusted relationships with C-level executives and other key stakeholders. Share specific examples of how you've driven advocacy and retention in previous roles, as this aligns perfectly with what TrueLayer is looking for.
✨Be a Collaborative Communicator
Emphasise your collaborative skills and your ability to influence across functions. Prepare to discuss how you've worked with teams like Sales, Product, and Marketing to remove friction and deliver exceptional customer experiences. Clear communication is key, so practice simplifying complex ideas.
