Customer Success Lead

London /
Growth – Customer Success /
Full-time
About Bound

Bound’s mission is to make it effortless for businesses to deal with currency risk. Currency risk is when a business earns revenue in one currency and has costs in another. When a business has currency risk, it can lose money when exchange rates move around. Millions of businesses globally face currency risk every day. 96% of the FTSE 500 have hedging programs in place to mitigate their foreign currency risk, while only 4% of SMEs in the UK do the same.
We’re looking to help the rest of that 96% of SMEs.

We are an enthusiastic team and have raised a +$17mm seed in 2021 from investors behind companies like Wise (formerly TransferWise), Klarna, N26, Stash, Xero.

Bound is transitioning from startup to scaleup, and looking for an exceptional Customer Success leader to help scale to the next level. 

Overseeing our customer base and owning our key customer metrics, you will be at the center of defining how we engage with our customers. You and your team will demonstrate and amplify the value we deliver to customers and develop meaningful commercial relationships with them. 

You'll understand the importance of communication and collaboration in defining a customer-first mentality. You’ll work closely with our Product Engineering team to build internal workflows and reporting so we can understand our customers well. You’ll also work with Product Engineering on customer-facing tools and reporting that bolster customer satisfaction and drive our share-of-wallet. You are product-minded and champion customer-centricity. 

You will inspire, nurture and build a team that will:

    • Develop a deep understanding of the customer journey and needs. You’ll map processes and identify critical moments of engagement.
    • Segment our customers and define our levels of support with corresponding support plans.
    • Be set up to scale through repeatable processes, impactful enablement and best-in-class technology
    • Serve as the primary point of contact post sale for our customers
    • Work with customers to identify areas of additional value
    • Develop trusted advisor relationships with customers and exec sponsors to ensure they are using the solution to achieve desired outcomes
    • Identify signals of churn risk and collaborate with internal teams to drive customer loyalty
    • Act as the voice of the customer and collect feedback to drive continuous improvement in the product and our processes
    • Ultimately, you and your team will be responsible for:
    •  improving customer satisfaction
    • reducing churn
    • driving share-of-wallet
    • increasing revenue with new product ideas

About You, the Candidate

    • +5 years of B2B SaaS experience in a fast-growth VC-backed company in a customer-focused leadership role
    • Experience building and managing a team of high-performing product-focused individuals with an emphasis on making the customer successful
    • High EQ and exceptional interpersonal skills, ability to manage influence through persuasion, negotiation, and consensus building
    • Experience of, and a passion for, leading teams with a focus on empowerment, positive-mindsets and collaboration
    • Strong empathy for customers and passion for revenue and growth
    • Deep understanding of value drivers in recurring revenue business models
    • Analytical and process-oriented mindset
    • Ideally combined background of post-sale and sales experience
    • Ideally experience working with customers’ finance teams from various industries