Customer Success Operations Specialist at Grata optimizing processes for Customer Success team and supporting revenue growth through operational effectiveness.
About the role
- Customer Success Director handling Tier 1 customers in a B2B payments platform. Leading strategies for customer success and account management in the insurance industry.
Responsibilities
- Define and execute customer success strategies for complex Tier 1 accounts, driving systemic adoption improvements across portfolios
- Own executive relationships for top‑tier accounts alongside Sales; influencing strategic decisions and account direction
- Co‑own renewal forecasting and expansion pipelines, leading strategic account planning and growth initiatives
- Partner with Delivery & Operations to optimise workflows, drive improvements in STP % and reconciliation accuracy
- Act as a strategic advocate for customers, influencing product roadmap and prioritisation and leading customer councils or betas
- Lead change programs through designing best practice and driving adoption internally and externally
- Architect outcome‑driven customer lifecycle strategies and mentor Customer Success Managers to ensure consistent execution and business impact
- Lead multi‑stakeholder QBRs, delivering ROI playbacks and aligning strategic objectives across Product, Sales, Operations, and customer teams
- Shape renewal forecasting and expansion pipeline quality, influencing commercial strategy and revenue outcomes
- Navigate ambiguity to resolve complex, non‑standard issues, establishing clear guidance for others to proactively reduce repeat escalations
- Act as a player‑coach, leading cross‑functional initiatives and contributing to hiring and onboarding of new Customer Success Managers
- Develop strong vertical expertise, following industry insight and trends to guide customers and demonstrate contextual understanding
Requirements
- Proven track record (8+ years) in Customer Success, Account Management, or similar roles within a B2B SaaS or FinTech/InsurTech scale‑up environment
- Proven experience managing Tier 1 customers with high ARR, complexity and executive stakeholders
- Demonstrated success driving adoption and retention through structured account planning, executive engagement, and roadmap influence across complex customer environments
- Familiarity with risk management processes, compliance frameworks, and audit requirements in regulated financial environments
- Experience collaborating cross‑functionally with Sales, Product, and Operations to influence roadmap and deliver customer outcomes
- Proven ability to manage QBRs and co‑own account strategy, forecasting, and expansion pipelines with Sales colleagues
- Exposure to customer‑facing process design ensuring SLA adherence and compliance with client money rules and trust account management
- Established vertical expertise (e.g. insurance, payments, fintech, or adjacent regulated industries)
Benefits
- 25 days Holiday per year (increase by 1 day per year to 30 days max) + Bank Holidays
- Hybrid working arrangements
- Contributory pension scheme
- Enhanced Parental leave
- Cycle to Work Scheme
- Private Medical Insurance through Vitality
- Access to Oliva our Mental Health Therapy partners
- Discounted Gym membership
- Financial Coaching with Octopus Wealth
- 2 days of volunteering leave per year
- Sabbatical after 5 years’ service
- Life Assurance – MetLife (UK employees only).
- Ongoing Learning and Development to support you reach your career goals
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