Customer Success Specialist
Role location: Hybrid - 1 day per week in our Bristol office.
Who are we?
Moneyhub empowers financial services firms with complete, detailed, and real-time insight into their customers’ financial needs and status, enabling them to take informed actions. Our highly categorised, data-enriched analytics allow clients to craft personalised customer journeys, leading to enhanced engagement, optimised acquisition and servicing costs, and increased conversion rates.
As an established B2B2C company, our clients roll out our technology to improve their customers journey and enhance their financial outcomes. We do this through an API and embedded experience approach that streamlines access to our market-leading Journeys, Categorisation, Decisioning, and Analytics engines, together with Payments Initiation. In doing so we deliver actionable insights with reduced transaction costs, accelerated settlements, and a safer, more convenient customer experience.
We’re a regulated entity offering AISP, PISP, and CISP services, trusted by leading banks, insurers, asset and wealth managers, pension companies, financial advisors, and fintechs to enhance financial outcomes for their clients.
💰 What do we offer?
We have offices in London and Bristol together with access to co-working space across the UK. We offer the opportunity to work remotely within in the UK (role, business and client dependent) with support for your home office set-up if required. We have regular all company away days and other company, client and team meetings, your attendance at which will be mandatory.
For this particular role, the role holder will be expected to work from our office in Bristol (near Bristol Temple Meads) 1 day per week. Working closely and learning from colleagues.
Benefits include for this role include:
- 5% company contribution towards your Pension from your very first day with us. 3% contribution from yourself.
- 25 days of holiday (plus bank hols), rising to 30 days after two years;
- Choose to take your entitlement to UK bank holidays at other times based on your own days of significance;
- Private medical insurance, including cover for pre-existing conditions, plus dental and optical benefit;
- 3 Months Moneyhubber Family Pay when you become a new parent;
- Permanent health insurance and life cover - much greater than the industry standard (death in service);
- Employee assistance programme;
- Professional development support, with dedicated allowance of time and money; Life event leave;
- Cycle to work scheme;
- EV Car Scheme
- £750 towards professional memberships
- Remote working benefits, including work from almost anywhere, access to co-working spaces and support for your home office set-up
- High spec laptop
Requirements
What will you be doing?
As a Customer Success Specialist, your job is to keep clients happy and help them stay with us. You will use tools like Zendesk and JIRA to quickly solve client problems. By being proactive and building good relationships, you will help improve processes that support our goals, benefiting both clients and the business. You will be a reliable advisor, skilled at solving problems under pressure and focused on providing solutions that improve client experiences.
Core Responsibilities:
- Client Engagement (40%): Keep in touch with clients through meetings and ticket reviews to make sure they are happy and getting the most out of Moneyhub’s software.
- Support & Resolution (40%): Use 1st and 2nd line support skills to solve issues fast, leveraging knowledge of tooling for better client experience and ticket management.
- Project Involvement (20%): Join process improvement efforts and take ownership of tasks to support the company’s Objectives and Key Results (OKRs).
Here is what the first the 3, 6, and 12-month would look like:
At 3 Months (Onboarding & Initial Engagement):
- Developed a good understanding of company products, client needs, and important software like Zendesk and JIRA.
- Set up clear communication with clients and internal teams.
- Managed initial client support questions with help and began working on ticket resolution.
At 6 Months (Proficiency & First Wins):
- Manages client accounts on their own, holding regular meetings and keeping satisfaction high.
- Able to recognise commercial opportunities (up sell) with clients and share that with Moneyhub sales and account managers.
- Handles 1st and 2nd line support issues well, using Zendesk and JIRA effectively.
- Has taken part in at least one process improvement project, showing initiative.
At 12 Months (Full Productivity & Client Impact):
- Acts as a reliable advisor to clients, providing solutions that fit their needs even under pressure.
- Effectively manages complex client situations and resolves important support tickets.
- Often starts and leads improvements in client support processes to match company goals and OKRs.
Skills and trait we are looking for:
- Client-Focused: Shows empathy and understands the client's needs to provide great service and satisfaction.
- Problem-Solver: Resourceful and manages complex issues well, offering quick solutions.
- Proactive: Communicates effectively with clients and teams, keeping communication open.
- Initiative-Taker: Owns tasks and looks for ways to improve and innovate.
- Technical Skills: Skilled in using tools like Zendesk and JIRA, with a good grasp of technical issues.
Previous Experience required:
- 2+ years of experience in a Customer Success, Account Management, or Technical Support role within a SaaS or Technology driven business.
- Experience working in a B2B customer facing environment
- Proven success managing a portfolio of clients, maintaining high satisfaction and retention rates.
- A track record of resolving 1st and 2nd line support issues, and escalating effectively when needed.
- Experience translating complex technical concepts into clear, actionable solutions for non-technical clients.
- Demonstrated ability to analyse support data or client feedback to identify trends and drive process improvements.
- A history of collaborating cross-functionally with product, engineering, or operations teams to improve client outcomes.
- Experience leading client meetings.
- Strong written and verbal communication skills, with a professional, empathetic approach.
- (Bonus) Experience contributing to process improvement projects within your team or organisation.
Areas of Flexibility:
- Industry Experience: Candidates with good client management skills from other industries may adjust easily.
- Specific Tool Experience: If a candidate is adaptable and eager to learn, they can gain experience with Zendesk and JIRA.
