Senior Customer Success Manager, Financial Services Payments — Hybrid, London, United Kingdom; Stockholm, Sweden

Overview

Improve payment performance for a portfolio of strategic financial-services merchants. This senior customer success role combines commercial understanding with technical delivery and independent data analysis. It supports merchants operating high-volume payment flows, where reliability, regulatory constraints and the efficiency of each customer journey have a direct effect on value.

Requirements

• Candidates need at least five years in online payments and a record of measurable client improvements through analysis.
• Financial-services or PSP experience is strongly preferred.
• Understanding commercial and regulatory dynamics of remittance, FX and banking payment flows is required.
• SQL and relevant collaboration tools are advantages.
• Clear communication with senior stakeholders is essential.

Responsibilities

• Benchmark merchant activity against historical results, comparable businesses and available potential.
• Identify where performance can improve, prioritize recommendations and take responsibility for implementing changes.
• Understand each merchant's operational needs before proposing solutions, then measure whether the resulting changes produce the expected improvement.
• Lead technical onboarding for new merchants, including complex implementations and the period after launch.
• Handle demanding technical and commercial escalations, coordinating the right internal expertise.
• Work closely with sales, account management and product colleagues so that customer experience and payment-performance evidence inform future development.

Conditions

• This full-time hybrid role is based in London or Stockholm and involves regular travel within Europe.