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- Tasks: Engage with clients, drive retention, and unlock revenue potential in a fast-paced environment.
- Company: Join Xe.com, a dynamic fintech company focused on customer success.
- Benefits: Competitive salary, bonus, 23 days leave, healthcare, and volunteering opportunities.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Be part of a high-performance team making a real impact on client relationships.
- Qualifications: Experience in customer success or account management, strong communication skills, and a data-driven mindset.
The predicted salary is between 28800 - 42000 ÂŁ per year.
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Description
At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.
About This Role
We’re building a high-performance Customer Success team — and we’re looking for a growth-minded, proactive Customer Success Specialist to join us on this mission. In this role, you’ll support shared ownership of the SME client book, using data, insight, and commercial acumen to reduce churn, drive engagement, and unlock revenue potential.
You’ll be part of a team that doesn’t wait to be told what’s next — we lead the client conversation, surface opportunities early, and operate with intensity. This role is ideal for someone who thrives in a fast-paced, high-growth environment and who is eager to contribute to a broader scale-up journey.
OUR PRINCIPLES
- AMBITION – We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery
- RESPONSIBILITY – We get involved, bring our perspective, and are always open to new ideas. We take personal responsibility
- COMMUNITY – We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community
Roles & Responsibilities
Client Engagement & Relationship Growth
- Actively support and grow a book of SME accounts post-activation and first trade
- Build strong client relationships through outbound communication, timely support, and meaningful engagement
- Identify and close retention gaps by anticipating client needs and staying ahead of inactivity signals
Retention Through Insight
- Leverage Retool, and our CRM, and our internal trade capture tools to monitor account health
- Use insights from Amplitude and behavioral trends to plan outreach and inform lifecycle strategies
- Deliver proactive account management not reactive service with commercial impact at the core
Revenue & Value Expansion
- Support product adoption and guide clients toward additional services or capabilities
- Spot up-sell and cross-sell opportunities within your portfolio and feed them into the wider commercial process
- Track and report on revenue movement within the book and take ownership for improving customer lifetime value
Cross-Functional Collaboration
- Work in lockstep with Inbound Sales to ensure smooth client transitions and continuity in dealing with the team
- Partner with Marketing on targeted campaigns that align with portfolio trends
- Liaise with Activation & Growth Strategy Manager, Care and Payment ops bottlenecks and continuously improve the customer experience
Position Requirements
- Experience in a customer success, account management, or retention-focused role within a fast-paced, growth environment (fintech, FX, SaaS or payments preferred)
- A commercial mindset — you understand the value of a retained client and know how to protect it
- Strong working knowledge of Salesforce, Retool, and experience navigating CRM or BI platforms
- High energy, self-starter mentality with the ability to thrive in a scale-up environment
- Excellent communication and relationship-building skills
- A data-first approach and confidence in interpreting trends and performance metrics
Perks & Benefits
- Competitive Salary & Discretionary Bonus
- 23 days annual leave increasing with each year of service (capped at 28 days)
- Paid day off for your Birthday
- 4% employer pension contribution
- Discounted Euronet Employee Share Purchase Plan (ESPP)
- Life Cover, Income Protections Scheme & Critical Illness cover
- Healthcare
- Plumm Mental Health and Wellbeing
- Volunteering day for a charity of your choice
We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects.
At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on recruitment@xe.com
The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.
London, England, United Kingdom • 3 weeks ago
#J-18808-Ljbffr
Customer Success Specialist employer: Xe.com
Contact Detail:
Xe.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Specialist
✨Tip Number 1
Get to know the company inside out! Research Xe.com, their values, and their customer success approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their ambitious team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success and account management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your relevant experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Success Specialist
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the Customer Success role shine through. We want to see that you’re not just looking for a job, but that you’re genuinely excited about helping clients succeed and being part of our ambitious team.
Tailor Your Experience: Make sure to highlight your relevant experience in customer success or account management. We love seeing how your past roles have prepared you for this fast-paced environment, so don’t hold back on those specific examples that showcase your skills!
Be Data-Driven: Since we value a data-first approach, include any experience you have with CRM tools or interpreting performance metrics. Show us how you’ve used data to drive client engagement and retention in your previous roles – it’ll make your application stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive, which is exactly what we’re looking for!
How to prepare for a job interview at Xe.com
✨Know Your Numbers
As a Customer Success Specialist, you'll need to demonstrate your understanding of data and metrics. Before the interview, brush up on key performance indicators relevant to customer success, like churn rates and customer lifetime value. Be ready to discuss how you've used data in past roles to drive engagement and retention.
✨Showcase Your Communication Skills
Strong communication is crucial in this role. Prepare examples of how you've built relationships with clients or resolved issues through effective communication. Practise articulating your thoughts clearly and confidently, as this will reflect your ability to engage with clients proactively.
✨Demonstrate Your Commercial Acumen
The job requires a commercial mindset, so think about how you can showcase your understanding of business value. Prepare to discuss specific instances where you've identified upsell or cross-sell opportunities and how you approached those situations to benefit both the client and the company.
✨Embrace the Company Culture
Xe.com values ambition, responsibility, and community. Familiarise yourself with these principles and think of examples from your experience that align with them. During the interview, express how you embody these values and how you can contribute to fostering a positive team environment.