Customer Success Manager

If the idea of building a brand that empowers citizens with their own financial data, that’s fair, ethical, transparent in its approach to democratising affordable credit for all, with a diverse team who understands humans & human data excites you as much as it does us, we'd love to meet.

Who we are:

Good With is an award-winning early-stage Fintech4Good startup. We deliver personalised psychology-based financial guidance to support borrowers’ money and mental health needs as they manage their financial lives; building their financial capability. We then work with lenders to safely lend through our proprietary behavioural risk methodology. (www.goodwith.co)

The role:

(Please don’t be put off applying because you aren’t a perfect match for our job description. If you are excited about the opportunity, think you can achieve the outcomes we are looking for, but aren’t sure if you tick every box, we’d still love to hear from you.)

We are looking for a Customer Success Manager who, as well as being responsible for the day-to-day management and delivery of client solutions, translating client requirements into executable project plans, monitoring service delivery, will be instrumental in informing our customer onboarding process, input into the service design and customer journey. This is an exciting role that will challenge ambitious candidates with an entrepreneurial-mindset, who want to get in at an early-stage startup, influence our customer success processes and employ your experience and insights to set our customers up to win!

You’ll love this role if you enjoy working in a fast-paced startup environment, are a self-starter, love autonomy but enjoy working within a multidisciplinary team, know how to get things done or find figuring it out equally satisfying. You’ll help us see the gaps, you’ll love to learn, you’ll be open to adapt.

Your responsibilities will include:

• Provide a high-quality account management, delivery and issue resolution interface between the client and the internal Good With teams to maintain an effective partnership relationship
• Pro-actively support the project manager, sales and founder team to maximise business opportunities for existing clients and input into the overall account plan
• Coordinate and integrate product and service requirements across multi-functional teams to successfully deliver client requirements
• Manage complex projects and onboarding of new clients
• Translate standard solutions into contract and delivery plans (including SLA's) signed off at commencement and "go live" by clients
• Develop a strong personal network of contacts to continually be aware of the market, both clients and competitors, and provide voice of customer feedback into Good With.

We’d love to hear from you if you…

• At least 3 years experience in the credit referencing space or financial services industry
• Pro-active and results driven strong client and customer service ethos
• Excellent communication & interpersonal skills: you are a charismatic, people-person that has the ability to talk to anyone and work in an ever-changing startup environment
• Strong commercial acumen, stakeholder management, negotiation and influencing skills
• Excellent presentation skills
• Ability to work effectively under pressure, whilst achieve service excellence
• Empathy with our customers and their customers
• Knowledge and experience of sales/marketing/onboarding tools
• Strong planning and organisation skills
• A strong track record identifying new product and sales and growth opportunities
• Passion for representing an innovative brand and knowledge of markets and competitive landscape in the Credit Referencing/Personal Finance industries
• Self-starter! Proactive communicator
• Experience retaining, renewing and providing the team with insights for solutions that respond to customer needs

The Good Stuff

A few things that make Good With an amazing place to work…

• Share options in the company
• Commitment to personal development and career growth: upskilling budget, weekly personal development time, workshops and career progression opportunities
• 33 days holiday, plus your birthday off
• Private health insurance
• ‍ Remote-first working environment. We meet quarterly in the South West, where GWHQ is based - surfing, climbing and water sports optional. ‍♀️
• Flexi-time, you decide with your team, what works best for you all
• Award-winning recognised innovative Fintech4Good startup, with internationally renowned advisor/mentor support who support our team members
• A people focused, inclusive culture

If you’re looking for your next challenge and opportunity to move up in your career, we’d love to hear from you.