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Customer Success Manager



This job is no longer accepting applications

See open jobs at Flagstone.
London, UK
Posted on Thursday, February 8, 2024
What is Flagstone?

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It's our pride and joy. And our competitive advantage.

A feel for our culture:

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.

That's why we're building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.

We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let's talk about you.

Does this sound like you?

A customer-centric leader with a proven track record in developing high performing customer success leads, creating a progressive and aspirational culture across the Customer Success team that continually iterates and moves optimal performance forward. You're proficient in driving the development of critical processes, mitigation of capacity constraints and support to customer facing teams, developing the skills and talent bank of future customer success leaders. Someone who's passionate about identifying magic moments that can delight and exceed the expectations of customers, partners, and business performance.

What you'll do:

As a Customer Success Manager, you'll bring together a team of Customer Success Leads and provide oversight of the experience from the point of first application, in-life and offboarding, these key moments are strategically significant to Flagstone and its diverse mix of client types and associated portfolios. You'll be working across the whole breadth of the business, collaborating with a variety of matrix teams to calibrate experience into insights that can be scaled and optimised. Additionally, you'll be overseeing a team that provides a critical bridge between the Flagstone brand and in-life experience, ensuring customers realise the value of their Flagstone account through education, product mastery and proactive engagement.

What you'll bring:

  • 5+ years' experience in customer centric leadership roles demonstrating an increase in customer satisfaction scores and reducing contact rates.
  • Proven Capability to identify best practices and operationalise them for customers and the business.
  • Experienced in operating in an agile and fast paced environment.
  • Have a good understanding of multi/omni channel contact centre technologies.
  • Outcome focussed with an ability to influence senior stakeholders across the business.
  • Exceptional communication skills, proficient in amplifying customer quality values throughout the organisation.
  • Demonstrate an understanding of risk management practices and processes, financial regulations and how these apply to Flagstone.

How we reward you:

At Flagstone, the benefits extend beyond false gifts like "fruit and snacks". Instead, we invest in your health, wealth, and professional development. Here's a selection of our benefits:

  • Private healthcare
  • Life insurance (four times your annual salary)
  • Dental/optical care
  • Matched pension contributions (5%)
  • Income protection
  • Around the World in 90 days (remote working)
  • £1,000 annual learning bursary
  • 25 days holiday (plus bank holidays)
  • Remote working kit
  • Employee share scheme
  • Additional 3 days community and charity leave each year
  • Quarterly half days for Wellness leave
  • Flexible bank holidays
  • Gym discount

All are welcome.

At Flagstone, we're assembling a diverse team that defies our industry's norms. Think this role could suit you? We encourage you to apply, no matter your background.

This job is no longer accepting applications

See open jobs at Flagstone.