About the role

Customer Success Specialist at Moneyhub engaging clients and resolving issues to enhance their financial outcomes using technology.

Responsibilities

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.
Use 1st and 2nd line support skills to solve issues fast, leveraging knowledge of tooling for better client experience and ticket management.
Join process improvement efforts and take ownership of tasks to support the company’s Objectives and Key Results (OKRs).
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.
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.
Acts as a reliable advisor to clients, providing solutions that fit their needs even under pressure.

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.

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