SVP Customer Success - #1764064

About FreemarketFX

Freemarket is a provider of digital solutions for FX and cross-border payment needs. Anchored by deep sector expertise, rigorous compliance-led onboarding, and unmatched oversight of regulated flows, clients are rewarded with a partner that values their relationship like no other. Through our proprietary digital platform clients can access an instant settlement network and seamless real-time money movement globally within an interconnected community of like-minded companies.

At Freemarket, our success is driven by our commitment to core behaviours that shape how we work and deliver value. We take accountability, ensuring outcomes are met with urgency and transparency. Our data-driven approach blends rigorous analysis with intuition to guide sound decision-making. We encourage innovation by being curious learners, always seeking new knowledge, skills, and perspectives. We act as team players, prioritising team success over individual recognition, and our client-centric mindset ensures we consistently understand and meet the needs of our clients, adding value at every step. These behaviours run through everything we do, enabling us to exceed expectations and support our clients' growth effectively.

Role Purpose:

Freemarket is searching for a stand-out SVP Customer Success, to lead our growing, end-to-end customer experience, operations, and relationship management functions.

This is a multifaceted role where you will be accountable for driving both revenue growth from our existing clients, as well as championing and delivering the client experience through the creation and implementation of a client-centric operating model, cross-functionally.

This role is a key player within our commercial leadership team where you will collaborate with peers across New Business, Revenue Operations, Marketing, Product and other functions within the business in order to maximise our clients' potential, ultimately accelerating commercial success during our next exciting phase of growth.

Key Responsibilities:

• Revenue Execution:
• Develop and implement commercial and operational strategies for driving revenue growth through Freemarket's existing client base, including unit economics, pricing, and positioning in order to exceed key company revenue objectives.
• Customer Success
• Create an impactful Customer Success function, combining RM and Customer Support teams to deliver the optimal customer experience and maximised revenue generation from our client base
• Align operations function to client operating model
• Drive client management approaches systematically, to increase organic growth
• Monitor and grow key customer experience metrics and NPS
• Customer-centric Operations
• Ensure operational efficiency, risk management and compliance within banking operations
• Align operations team and processes to drive the right customer outcomes through SLAs, ways of working at cross-functional collaboration
• Implement measures to improve coverage hours through payment automation
• Maintaining customer-first principles, also optimise Freemarket interest income
• Performance Monitoring:
• Monitor & drive existing customer retention and wallet share growth revenue and adjusting strategies as needed to ensure sustainable growth.
• Drive regular relationship oversight with well-designed reporting on KPIs, results & actionable items.
• Implement protocols for overall customer health reporting and monitoring.
• Data-Driven Decision Making:
• Use data and analytics to identify opportunities, optimise processes, and make informed decisions.
• Customer and market insight & analysis:
• Monitor the market, identify opportunities, and provide relevant competitive analysis, feeding information to cross-functional leadership colleagues including revenue operations, new business, product and marketing to drive further revenue generating initiatives
• Ensure customer needs are incorporated into product development, service development, onboarding and other revenue expansion opportunities.
• Collaboration:
• Work with other departments, such as finance, compliance, product management, and people to align strategies and objectives.
• Ensuring effective cross functional communication channels between every part of the business to resolve issues and improve processes.
• Talent Management:
• Build and foster high-performing teams committed to the company's culture and strategic execution.
  

Qualifications:

• Extensive experience leading teams in Customer Success, Relationship Management, or Banking Operations within fintech or financial services
• A proven track record of growing revenue from existing client bases and running operational teams
• Strong leadership and team management skills, with experience leading cross-functional teams
• Excellent strategic thinking, problem-solving, and stakeholder management abilities.
• Ability to operate both strategically and operationally in a scale-up with lean teams and an ambitious growth plan.
• Exceptional verbal and written communication skills
• A strong desire to invest in your own professional and personal development, whereby you'll take ownership over acquiring additional skills and knowledge beyond the scope that is required by the organisation and day-to-day demands of the role.
  
  

Bonus points for:

• Experience in cross-border payments or digital assets
• Experience in a fast-growing Fintech scale-up