Head of Customer Success & Sales Engineering (Remote)
About RailsbankRailsbank is the world's leading global open banking platform that gives customers access to prototype, build, and scale financial products on 4 continents with one contract and one set of APIs. The company was founded by serial Fin-Tech entrepreneurs who previously founded successful and award winning companies like Currency Cloud (recently sold to Visa for $1B) and Evolution.Railsbank is in growth mode with hundreds of clients globally, over 5.5 million end user accounts, VC funding from top firms like Clocktower Ventures and Visa and the most globally-enabled, digitally-native product in the Fin-Tech platform space. We recently announced our US launch with our new Credit Card as a Service offering, aimed at allowing any company to build futuristic credit cards and lending products that live inside their user experiences. Since starting in 2016 in London, Railsbank is now the only platform capable of issuing multiple financial products on 4 continents including USA, Europe, SE Asia, and Australia. Fresh off the back of a new $70M VC raise, we are looking for exceptional people who share the same core values to join team Railsbank in N. America. The roleYou will be a key member of the Customer Team responsible for ensuring the success of Railsbank's customers in North America. You will bring Railsbank's best ideas, innovations, and capabilities to customers and match these to the customers' business goals, driving greater business value and executive alignment between Railsbank and the customer. You will be a trusted advisor to your customers, orchestrating Railsbank teams and providing best practice in areas such as adoption, business metrics and usage. The expected result is increased customer satisfaction, retention and expansion of Railsbank's footprint. Key responsibilities:Initial primary focus will be on leading the day-to-day management of our customers in the region and will scale the North American Customer Success and Onboarding teams to align with business growth.You will have the autonomy to determine how you'll achieve on your and your teams' OKRs.Drive Customer Success Outcomes through increased renewal rates and reduction in churn, increased net dollar retention, improved NPS scores and drive new business growth through greater advocacy and referenceability.Optimize the Customer lifecycle through mapping the customer journey, regular reviews of onboarding and customer success processes to identify opportunities for continuous improvement.Manage Customer Success Activities such as implementation, training, pre- and post-sale customer engineering, renewals, and cross-sell.Coach customers and CS team to ensure they are leveraging all available Railsbank capabilitiesSet and measure Objectives and Key Results for Customer facing teams, and the KPI needed to measure them and create a regular cadence with the team to review them.Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processesLead and facilitate executive meetings and workshops both internally and externally We are looking for the following skills/experience:Essential 10+ years' experience in senior level customer-facing roles, preferably in Fintech, Banking, Software sectors or a closely related field.Previous experience building, leading and mentoring a team of customer success, sales engineers and customer implementation team members.Team-oriented with excellent written and verbal communication skills and able to talk easily to people at all levels, along with the ability to work well and contribute to the internal teams locally and internationally.Experience and knowledge of open banking, core banking, payments and card programme processes and technologies and trends. Experience with credit card processing is a plus.Enthusiastic and creative leader with the ability to inspire others.Self-starter who is analytical and creative in their thinking.Strong empathy for customers AND a passion for revenue and growth. What we look for in our team members and our valuesBeing an integral part of the Railsbank team and sharing our values is important to us. The environment at Railsbank is fast-paced, exciting, and dynamic. It suits people that love to collaborate and support one-another. We are all driven by the same values and are looking to welcome new people to the team that share these values. Our values are: excellence, accountability, work/life balance, trust, fun, inclusive, friendship, noble cause, and respect. Equal Opportunities Employer:Railsbank is an Equal Opportunity Employer and does not discriminate on the basis of race, religion or belief, colour, sex or gender identity, sexual orientation, age, disability, national origin, marital status, or any other basis covered by appropriate law.