At a Glance
- Tasks: Drive success for financial services merchants by optimising their use of Trustly's products.
- Company: Join Trustly, a leader in revolutionising payments with Open Banking.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Work from London or Stockholm with a collaborative, innovative team.
- Why this job: Be part of a team transforming payment experiences for millions worldwide.
- Qualifications: 5+ years in online payments, strong data analysis, and technical skills required.
The predicted salary is between 59400 - 72600 £ per year.
At Trustly, we're building a smarter, faster, and more secure financial future by revolutionising the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.
Our Ambition: To build the world's most disruptive payment network and redefine what the payment experience should feel like. Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that's transforming the way the world pays.
The Customer Success Team helps merchants get the most value out of Trustly, driving adoption of our products among their end users. We take a proactive, consultative approach, understanding each merchant's technology and strategy in order to drive mutual success.
The Senior Customer Success Manager will own a portfolio of Trustly's most strategic financial services merchants, with a strong focus on continuously optimising how these merchants use Trustly's products to maximise performance and value. Financial services merchants operate in a demanding environment: high transaction volumes, tight margins, complex regulatory requirements, and end users who expect seamless, reliable payment experiences. This role is about going beyond maintaining the relationship, proactively identifying where performance can be improved, benchmarking merchants against peers and potential, and driving the changes needed to unlock that value.
The role demands a strong combination of technical and commercial skills, and close collaboration with Sales, Account Management, and Product. This role is based in either our London or Stockholm office.
What you'll do:
- Owning end-to-end optimisation of a portfolio of strategic financial services merchants, continuously identifying opportunities to improve their performance on Trustly.
- Conducting rigorous, ongoing data analysis to benchmark merchant performance against peers, historical trends, and potential, and pinpointing where value is being left on the table.
- Translating analysis into clear, prioritised recommendations - and owning implementation through to measurable improvement, not just reporting the findings.
- Engaging with new and existing merchants to fully understand their needs and constraints, and designing tailored solutions that reflect the regulatory and operational realities of financial services.
- Leading technical onboarding for new merchants end to end, including complex, high-value implementations and ramping beyond go-live.
- Acting as a point of escalation and technical/commercial authority for complex merchant issues within the financial services vertical.
- Partnering closely with Sales, Account Management, and Product to feed merchant and performance insights back into the roadmap.
Who you are:
- 5+ years of relevant experience in the online payments industry, with strong preference for direct experience in financial services, or at a PSP.
- Demonstrated track record of driving measurable performance improvements for merchants or clients through data-led optimisation.
- Strong understanding of the commercial and regulatory dynamics specific to remittance, FX, and banking payment flows.
- Ability to articulate complex technical information and present confidently to senior merchant and partner stakeholders.
- A data-driven approach, with the ability to independently interrogate data to identify and prioritise opportunities.
- Strong ability to navigate internally across functions - Commercial, Product, Finance, Legal/Compliance.
- Can-do attitude with the ability to find solutions to the most difficult problems.
- Proactive, diligent, and able to work autonomously with limited oversight.
- SQL, JIRA and Confluence experience preferred.
- Comfortable with regular travel within Europe.
- Based in London or Stockholm.
Senior Customer Success Manager - Financial Services in London employer: Trustly
Trustly is an exceptional employer that champions innovation and collaboration within the FinTech space, particularly in the vibrant London market. With a strong focus on employee growth, Trustly offers a diverse and inclusive work culture, comprehensive benefits including generous holiday allowances and well-being support, and the opportunity to make a meaningful impact in the rapidly evolving payments landscape. Join us to thrive in a dynamic environment where your contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager - Financial Services in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trustly. 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 Trustly 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 Senior Customer Success Manager - Financial Services 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 Trustly:Your cover letter is your chance to shine! Tell us why you want to work at Trustly 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 Trustly!
How to prepare for a job interview at Trustly
✨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.
