Strategic Customer Success Director

## About the role 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. 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. If you're excited about helping customers build best-in-class user experiences, shaping how Customer Success drives growth, and playing a key role in scaling TrueLayer, we'd love to hear from you. ## Responsibilities 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 of highly strategic customers ## Requirements 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 ## Nice to have 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 Don't meet all the requirements? Multiple studies have shown that women and people of underrepresented groups are sometimes less likely to apply to jobs unless they meet every single requirement. At TrueLayer, we are committed to building a diverse workforce, so if you are excited about this role and have the essential skills, but not the entire checklist - we'd still love to hear from you! ## What we offer 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. - Need to collect the kids from childcare? Love a workout in the gym first thing? No worries, we trust you to do your best work within our hybrid framework - 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