Strategic Customer Success Director

Who we are: TrueLayer is Europe’s fastest-growing Pay by Bank network. We power smarter, safer and faster payments by combining real-time bank payments with financial and identity data. E-commerce, iGaming and Financial Services businesses use our products to onboard new users, accept money and make payouts in seconds, and at scale. Live across 22 countries and with 1 new user joining TrueLayer’s Pay by Bank network every 3 seconds, we’re in a very exciting growth stage. This is why we’re expanding the team across our offices in London, Milan, and Dublin. Listed in Sifted as one of the 100 fastest growing start-ups in UK & Ireland, and CNBC’s World Top Fintech Companies, we’re trusted by industry leaders like RyanAir and Just Eat Takeaway for continued innovation within our payment products. To date, we’ve raised over $300 million from world-renowned investors including Stripe, Tiger Global, Northzone, and Tencent. But this is just the beginning. We’re looking for people who are excited about joining the Pay by Bank revolution and helping us change the way the world pays. Could this be you? Description TrueLayer’s Customer Success team owns the entire lifecycle of our customers. We ensure our customers receive world-class service with trust, rigour, and consistency and that their experience of using TrueLayer’s products exceeds expectations. Our Customer Success leaders act as trusted advisors, bringing insight, challenge, and thought leadership to our customers while driving advocacy for Open Banking and our products. As our Strategic Customer Success Director, you will define and lead the strategy for how we partner with our most important customers in various industries including retail, fashion and market places. You will deliver exceptional outcomes for large enterprise organisations across multiple verticals, combining a customer-first mindset with deep payments and product expertise. You will build trust at every level, from operators to the C-suite, while positioning TrueLayer as a critical partner to our customers’ success. You are a commercially-minded, solution-oriented leader who thrives in fast-paced environments. You bring structure where needed, challenge where it matters, and creativity to unlock growth.. You will work closely with Product, UX, Marketing, Integrations, Sales, and Leadership to deliver a seamless, high-impact customer experience. If you’re excited about helping customers build best-in-class user experiences, shaping how Customer Success drives growth, and playing a key role in scaling TrueLayer, we’d love to hear from you. What we expect from you as Strategic Customer Success Director: Set and execute strategy: Define and deliver a clear, commercially ambitious Customer Success strategy focused on driving customer outcomes, product adoption, and long-term value Build for scale: Design and implement frameworks that enable the team to operate effectively across business development, relationship management, delivery oversight, and program execution Own enterprise relationships: Build deep, trusted relationships across enterprise customers—from C-level to day-to-day stakeholders—driving advocacy, retention, and growth Drive commercial impact: Deliver measurable business outcomes through upsell, cross-sell, and increased share of wallet, using data, insight, and strong influencing skills Own performance: Define and drive KPIs for your high profile portfolio (e.g. revenue growth, net revenue retention, product adoption, customer satisfaction, strategic program success) Partner cross-functionally: Work closely with Sales, Product, Integrations, Marketing, and Client Care to remove friction, drive alignment, and deliver for customers Be the voice of the customer: Bring clear, structured customer insight into the business; influence product direction and prioritisation Stay close to the detail: Personally own and manage a portfolio of of highly strategic customers What we expect from you: Enterprise lea