Who we are:
At TrueLayer, we're building the future of payments. We're on a mission to take on outdated payment methods with a solution designed for today's online, on-demand economy. By removing friction at the heart of commerce — the payment — we're making it faster, safer, and smarter for everyone.
To date, we've raised $300 million from world-renowned investors including Stripe, Tiger Global, Addition, and Tencent. With offices in London, Milan, and Dublin, we're trusted by industry leaders like RyanAir and Just Eat Takeaway. But this is just the beginning.
We're reimagining how the world pays, invests, shops, and saves. We're transforming payments for industries like e-Commerce and iGaming, redefining what's possible with technology and innovation. Now, we're looking for people who are ready to help us build a brand that changes an industry.
Description
TrueLayer's Customer Success team is responsible for the entire lifecycle of our clients. We rely on our Customer Success team to ensure clients are given world-class service with the utmost trust and diligence, and ensure that their experience of using TrueLayer's products exceeds their expectations. Customer Success Managers are "Trusted Advisors"; bringing thought leadership to our Customers and driving advocacy in Open Banking and our products.
As our Customer Success Team Lead - iGaming you will build the strategic direction of the team. You will deliver the ultimate customer experience with large Enterprise organisations within the iGaming vertical. You will combine a customer-focused mindset with deep payments and industry experience. You will build trust at all levels of our large Enterprise customers and be a thought leader and advocate for our product.
You are a solution-oriented leader who will bring a creative approach that delivers on ambitious growth targets. You will provide leadership, mentorship and be a hands-on coach to your team, as well as handling a small number of key accounts yourself. You will partner with key internal stakeholders across product, UX, marketing, integration, sales and leadership to this end.
If you love enabling Customers to build the best user experiences and products and are excited to play your part in our story, we want to hear from you.
What we expect from you as a CSM Team Lead - iGaming:
- Develop a long-term professional services strategy that is commercially ambitious and optimises for payment user experience; execute that strategy with enterprise clients.
- Define a framework for the team that enables business development, relationship management, delivery oversight and program management of each account.
- Build deep, trusted relationships with all levels of a large enterprise client; from strategic c-level to operational stakeholders; drive advocacy and business outcomes from this.
- Hands on experience driving material business outcomes for payments with Enterprise clients through influencing skills, thought leadership and data driven insights; including but not limited to increasing share of wallet, upsell and cross sell of premium value add payment services
- Lead and coach a high-performing, diverse team; inspire them to build relationships, deliver results for clients. Embed business acumen and consultative thought leadership skills as a core capability in the team.
- Drive Key Performance Indicators (KPIs) for your function (e.g. revenue growth, share of checkout, product usage, customer satisfaction, strategic objective, and key results of programs).
- Develop trusted, cross functional relationships with internal teams like sales, product, integration, marketing and client care to execute change where needed and drive our business in our priority verticals.
- Act as the voice of the Customer internally. Communicate our customers needs to our Product team and help shape our product roadmap
- Manage a small number of highly strategic clients directly.
About you:
- Experience building strong relationships at all levels of a client organisation including c-level and delivering business outcomes
- Experience leading, coaching, and empowering a team of customer success managers to do their best work.
- Have a customer focused mindset. Demonstrated ability to work creatively and analytically in meeting customer needs.
- Are a strategic, self-driven thinker with the ability to prioritise, shape and implement solutions to help us scale without compromising user experience.
- Excellent written and verbal communication skills.
We would be really excited if you have:
- Relevant experience in iGaming (online casinos, sportsbetting, poker, lottery, etc).
- Previous work in Payments and/or Fintech company
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!
Benefits
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 A one-off remote-working budget to help you set up your home office 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)
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- 2 volunteering days to support causes important to you 90 day 'work from abroad' policy
- ️ Generous parental leave, above and beyond statutory requirements and with no minimum tenure Competitive pension contribution at 4% & 4% Private health insurance from the day you start
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- Membership of mental wellbeing platform Spill and premium Calm subscription A £1000 budget to spend on learning & development each year Free lunch from Just Eat
- (If you choose to work from the office on Tuesdays, Wednesdays and Thursdays)
At TrueLayer, we don't just do inclusion and diversity. We embrace people that have different opinions, perspectives and personalities. Because we believe that by seeing the world from all sorts of angles, we can make life better for all the people who live in it. We strongly encourage applications from underrepresented groups (e.g. people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from all socio-economic backgrounds). If you'd like to discuss alternative working patterns, please let us know.
