Senior Client Success Manager

NatWest Boxed Limited; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services firm in Greater London is seeking a Senior Client Success Manager to optimize client experiences and relationships. In this pivotal role, you will manage your own client portfolio, implement success metrics, and collaborate with internal teams to enhance satisfaction. Ideal candidates will possess strong relationship management and communication skills with a solid understanding of the Banking-as-a-Service industry. This position offers a supportive environment focused on career growth and client success.

Qualifications

• Understanding of the Banking-as-a-Service (BaaS) industry is essential.
• Experience in managing senior client relationships and delivering financial targets.
• Strong communication skills, both verbal and written, are required.

Responsibilities

• Manage your own portfolio of clients and deliver outstanding client service.
• Foster strong client relationships and support clients transitioning to active users.
• Implement client success metrics and KPIs to measure account effectiveness.
• Work closely with sales and product teams to ensure client satisfaction.
• Manage Client Due Diligence (CDD) and Onboarding processes.

Skills

Knowledge of the Banking-as-a-Service (BaaS) industry

Relationship management skills

Selling and influencing skills

Good verbal and written communication skills

Experience in senior external client exposure

Understanding of market and client bases

Job description

Join us as a Senior Client Success Manager

• You’ll be managing NatWest Boxed client relationships and owning the client strategic plans to ensure clients fully optimise our services for their needs
• We’ll look to you to gain a thorough understand of the client’s strategic aspirations, and identify how the NatWest Boxed existing products and pipeline can help drive client value
• Hone your leadership skills in an environment where we take a real investment in your career progression

What you’ll do

In your new role, you’ll manage your own portfolio of clients, whilst delivering outstanding client service and the highest quality customer outcomes. You’ll leverage the expertise and knowledge of NatWest Boxed and provide senior client coverage, helping to reduce churn by increasing user adoption and NPS, and assist with upselling and account expansion.

• Fostering strong client relationships and supporting clients as they transition from sales prospects to active users of NatWest Boxed
• Implementing the right client success metrics and KPIs to measure and report the effectiveness of client accounts
• Working closely with the sales and product teams to ensure client satisfaction, acting as voice of client regarding issues/opportunities and enhancements
• Making sure the client continuously sees value in the relationship by aligning on their key success criteria
• Managing Client Due Diligence (CDD) and Onboarding processes, ensuring strong engagement with the clients and internal stakeholders to ensure clients are onboarded rapidly

Skills you’ll need

You’ll need to have knowledge of the Banking-as-a-Service (BaaS) industry and have good relationship management, selling and influencing skills.

• An understanding of the market and client bases across the industry
• Experience in senior external client exposure and influence
• A proven track record in delivering financial targets
• Good verbal and written communication skill
• Good relationship management skills