Edinburgh, GB

Job Term


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We're looking for a Head of Customer Success to join our team to help us grow our customer success team while providing the best possible customer experience. You will be leading a scaling team focused on building and developing strong and long terms relationships with our clients and partners. This is an excellent opportunity to work in a high-growth environment with a fast-paced and collaborative culture where you will work with a formidable portfolio of clients and partners.

About Modulr

Modulr is a fintech scale-up that is breaking new ground within the payments sector. We are in a digital age when businesses need to move money 24/7 instead of operating within regular banking hours. Companies are under mounting pressure to manage their cashflow, control their costs, comply with regulations and handle complex supplier, customer and employment payment arrangements. Modulr develops cutting-edge API-first solutions that enable businesses to overcome these challenges and take control of their money.

  • Ranked 42 in Deloitte’s 2021 UK Technology Fast 50 companies
  • Ranked 18 on LinkedIn’s 2019 Top Startups List in UK
  • Named an official Best Workplace by Great Places to Work in 2020
  • Ranked as the second fastest growing tech company in the UK by Dun & Bradstreet
  • Awarded £10 million from the BCR Fund to further develop our innovative product
  • Recently received £9m in funding from PayPal Ventures
  • We have processed over 135m transactions to date with a value in excess of £90 billion of business payments
  • We are multi-award winning and want to keep creating a world class product
  • Most recently won ‘Best Initiative from an SME’ category at the Card and Payments Awards

About team

At Modulr, the Customer Success management (CSM) team is at the centre of our customer operations, with a mission to retain and develop strong and long-lasting relationships with our clients and partners. ​

The CSM team help clients maximise the value of Modulr products and services. They do that thanks to a thorough understanding of Modulr payment services and products and through their data-driven approach to help our clients understand and make the most of our products and payments services in context of their business. Our Customer Success teams develop deep expertise in our clients' vertical markets to help tailor our recommendations and advice.​

The CSM team are the voice of our clients and partners at Modulr; providing feedback on enhancements to our products and processes, and important insights on our client’s interaction with our services.​

The Customer Success Managers work with our clients in a regular cadence, keeping clients updated, informed, and fully connected with Modulr teams, products, and service developments.​​


  • Report directly to the Chief Customer Officer, lead and be responsible for a team of customer success managers within Modulr​
  • You will focus on developing best in class approach to serving clients in your focus market verticals​
  • Grow and develop a high performing team that services an expanding portfolio of clients across UK and Europe​
  • Inspire, align and drive the customer success function to deliver a world class experience to our clients and partners​
  • In tandem with other department heads in Customer Success, Sales, Onboarding, Support and Compliance, create a consistent focus on the Customer in the actions Modulr takes
  • Deliver on key revenue metrics including budgeted Transaction Revenue, Net Revenue Retention of client and partner portfolio and churn metrics ​
  • Together with the CCO you will develop, establish, measure and set goals for key client satisfaction metrics (NPS / CSS)​
  • Bring an analytical and rigorous approach to customer success processes and decision making through the use of data, market information, and client feedback​
  • Manage your team through regular and prompt discussions and actions including developing and monitoring  procedures & processes to ensure that the team operates efficiently and achieves all its objectives​
  • Develop and maintain relationships with key partners, clients and industry influencers and stakeholders in your vertical markets​
  • Review and implement systems and processes to ensure timely delivery of  metrics as well as budget and forecast data​
  • This role does not carry a sales target

Skills and experience

  • Several years of relevant experience within sales, customer success, product, ops / track record in commercial management within B2B SaaS sector and / or the payments sector​
  • Genuine interest in customer success domain, latest development, approaches and metrics​
  • Extensive knowledge of effective customer on-boarding and management techniques​
  • Exceptional communication, interpersonal and presentation skills​
  • First class planning and organisational skills. This must include a clear understanding of how Modulr can drive greater volume from its customers (qualification, forecasting, account planning and Board reporting)​
  • Solid grasp of financial concepts/tools such as pricing, margin, P&L, as well as budgeting, forecasting and cash flow / debt management​
  • Proven track record of over-achievement on growth target

In addition to a market leading salary, we offer the following benefits:

Modulr offer highly competitive salary and benefits packages; our employees enjoy the benefits of flexible working. The office is modern, with lots of natural light and has break out areas. Importantly, our work is challenging and interesting, you will gain valuable experience in a rapidly scaling business at an important phase of growth while contributing to our collaborative culture.

  • Bonus
  • Share options
  • Pension
  • Flexible benefits
  • 34 days holiday
  • Training allowance
  • Opportunities for career development
  • Flexible working

This is an exciting time to join Modulr to scale, develop and grow a critical function within a rapidly expanding payments business.

Apply now