Description
We are seeking a Client Success Consultant to join our team in London. As a Client Success Consultant, you will be a B2B client-facing individual contributor who ensures customers realise maximum value from the Pismo SaaS platform for card payments and core banking.
Key Responsibilities:
- Client Engagement & Relationship Management:
+ Serve as the primary point of contact for post-implementation clients. + Build and maintain strong relationships with client stakeholders, translating their business objectives into actionable success plans. + Establish and nurture relationships at the C-level within enterprise organisations.
- Technical & Operational Excellence:
+ Provide expert guidance on platform features, card payment processing and core banking operations. + Conduct regular check-ins, training sessions and business reviews both in-person and remotely to ensure customers are fully equipped to maximise platform value. + Coordinate troubleshooting of technical issues with internal teams, escalating as needed to resolve client challenges promptly.
- Customer Success Delivery:
+ Develop a deep understanding of each customer’s business and industry to deliver tailored solutions and advice. + Conduct regular operational and executive reviews to ensure customers leverage the full capabilities of Pismo offerings. + Act as a customer advocate within the company, representing client feedback and needs. + Monitor customer health metrics and usage data to proactively identify risks and opportunities. + Develop and execute strategies to drive user adoption, satisfaction and retention.
- Process Improvement & Best Practices:
+ Document and share best practices and success stories with clients and internal teams. + Influence and implement new internal processes to improve overall experience and organisational efficiency.
Qualifications:
- Required Attributes:
+ 7 years’ experience in customer success, consulting or technical account management. + Strong technical understanding of payment card processing, major networks (Visa, Mastercard), and core banking systems. + Experience in project management, solution deployment and client training. + Excellent stakeholder management and problem-solving skills. + Detail-oriented with strong written and verbal communication skills. + Structured and analytical thinking that enables the development of strategies from data and drives results. + Bachelor’s degree in Business, Computer Science or a related field.
- Preferred Attributes:
+ Experience in the UK/EU financial services market ideally within a Fintech, card payments, core banking or hyper-growth B2B environment. + Familiarity with SaaS platform delivery, customer onboarding and regulatory requirements. + Technical expertise (development, infrastructure, architectural design) and cloud knowledge (AWS, Azure, Google Cloud).