Job Description

The opportunity

The Customer Success Director is an essential role in our commercial team, overseeing the daily running of the Customer Operations function whilst developing a strategic roadmap for it's future. This role will be key in ensuring the best service for new and existing customers of Shieldpay, whilst ensuring procedural optimisation and compliance.


This role is essential in building and developing a high-performance customer success function, so the ideal candidate will be able to confidently overhaul existing processes and develop a best-in-kind approach to customer success across the function. You are a strategic thinker who is continually looking to improve our approach to supporting customers and getting the most out of existing and new relationships.


You will develop a deep understanding of our customer-profiles and how our solutions can be used to assist them in overcoming obstacles faced by them.

What you'll be doing

Build and scale our Customer Success function through a blend of strategic leadership and hands-on execution Define and execute the Customer Success strategy to ensure we capitalise on existing relationships across key verticals and markets, with the aim of repeat revenue and continued relationships Continually review SLAs and implement internal training and policies to ensure our Customer Success team can deliver the best service Develop and nurture a culture of continuous improvement within the department Implement a long-term strategic vision for the function with consideration of wider business goals You will provide leadership, coaching, training, and development to imprint a culture of continuous improvement across an engaged and successful team You will engage with Shieldpay stakeholders to constantly refine our Enterprise Sales Process, including Product, Financial Crime Operations, Finance, Legal, Compliance and Customer Success

What we're looking for in you

Experience as a Customer Success Director/Lead in a fast growth environment, ideally in the Fintech, Legal or Payments space You have rapidly built and scaled successful Customer Success teams in the past You possess a deep understanding of customer success processes, data analysis and process improvements You are a leader at your core, able to effectively coach and develop members within your team, demonstrating best practice yourself You excel at building and nurturing relationships. You diligently aim to understand customer demands and needs, feeding back to our product and technology teams and the wider business Proficient at engaging with stakeholders of all levels both internally and externally Possession of strong commercial acumen, delivering effective retention strategies based on evidence from customer advocacy Strong ability to delve into understanding challenges faced within the customer success function, taking a proactive approach to implement solutions

Our Promise:

Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance