Customer Success Manager

London UK

About Tribe

Founded in 2018, Tribe is a fast-growing fintech company on a mission to disrupt the industry with game-changing technology. We’re committed to becoming the market leader by providing one seamless integration with global connectivity for banks, issuers, and acquirers. We empower these institutions with essential building blocks and innovative solutions, allowing them to focus on what they do best—enabling and supporting their customers’ success.

As we continue to expand our customer base, we are seeking a dedicated Customer Success Manager to join our team and ensure our customers achieve maximum value from our services. This is an exciting opportunity to work with some of the most innovative companies in the Fintech space, within a company passionate about new payments technology. We're looking for someone who isn’t afraid to dive into the details and provide a high level of personalised service to our customers. In this role, you’ll be the voice of Tribe to our customers—and the voice of our customers to Tribe.

What you would do

As a Customer Success Manager, you will be responsible for developing and nurturing enterprise customer relationships from contract signature through the implementation and delivery stages. You’ll ensure customer needs are understood, met, and any barriers to progress are removed, fostering both successful engagement and accelerated future growth.

This role is a critical link between our innovative solutions and client satisfaction. Our customers rely on understanding and optimising Tribe solutions to ensure the perfect fit for their needs and those of their end customers. As a customer success manager you will:

• Grow and maintain a portfolio of Tribe’s strategic customers, leading by example and taking a hands-on approach with key customers.
• Identify and develop commercial opportunities within the existing client base, leveraging knowledge of the payments ecosystem and Tribe’s products.
• Actively contribute to all customer metrics reporting through comprehensive reporting and analysis.
• Manage the assigned P&L to forecast growth, track transaction volume, and achieve revenue targets.
• Uncover and mitigate any risks that threaten customer growth, satisfaction, or renewal.
• Take ownership of accounts from the 'Implemented' stage, ensuring rapid product adoption to maximise revenue.
• Develop, maintain, and execute account development plans for each customer, coordinating with internal domain experts to ensure successful delivery.
• Lead by example by capturing all relevant customer information within the CRM, including valuable insights that can be used across the business.
• Represent the voice of the customer in support of Tribe’s product vision and innovation.
• Own primary customer communication for your accounts, resolving service-related escalations with autonomy.
• Advocate for both the customer and Tribe across functions, including Product, Operations, and Finance, to ensure maximum value for both parties.

What we expect from you

• Strong executive presence and effective presentation skills, particularly for in-person meetings with multiple stakeholders.
• Proven track record of achieving targets and goals in a sales, customer success, or account management setting.
• Consistent success in managing large, complex projects, programs, and/or customer accounts.
• Demonstrated experience in managing challenging customer situations, with tangible examples of conflict resolution skills.
• Skilled in leveraging data and interpersonal relationships to effectively identify and deliver solutions.
• Passionate and knowledgeable about the Payments or Fintech industry.
• Willingness and enthusiasm for frequent travel to meet with customers.
• Desire to have fun along the way - it has to be fun too right!

Preferred Qualifications

• Strong analytical skills and operational rigour.
• Ability to work effectively within a team environment, collaborating with sales, product, and operational peers.
• Motivation and adaptability to thrive in a dynamic, high-growth environment where things change quickly.

What we offer

• High-performing, ambitious and fun working culture
• Flexible work environment
• Personal development plan, for professional development and career growth
• Private Healthcare
• Birthday Day Off
• Team building and social events
• Monthly team breakfast
• Daily breakfast bar
• Just Eat monthly allowance