London, GB

Job Term


Company Website

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 teamwork with our clients in a regular cadence, keeping clients updated, informed, and fully connected with Modulr teams, products, and service developments. 

The core metrics that underpin the performance of Modulr CSM team are: Net Revenue Retention (NRR) rates, churn rates and Net Promoter Score / Customer Satisfaction Score. This is an exciting time to join Modulr to scale, develop and grow a critical function within a rapidly expanding payments business.  

You will:

  • Reports to Head of Customer Success, you will focus on developing best in class approach confidently managing relationships with senior stakeholders at tier 1 / strategic accounts 
  • Drives the strategic agenda with the client, identifying ways to grow and retain Modulr revenue; develop and executes plans to capitalise on those opportunities 
  • Manages complex commercial and contractual negotiations, with support from leadership, and demonstrates sound commercial judgement making clear recommendations for action 
  • Delivering on all aspects of transactional growth and key metrics (churn rate, NPS and C-SAT) across your client portfolio​ 
  • Solves customer problems by identifying creative solutions and drives delivery by coordinating multifunctional teams working closely with operations, product and clients support teams to ensure the highest service levels across the business​
  • Develops in-depth knowledge relating to their customers/vertical and uses effectively to grow customer relationships 
  • Proactively identifies areas for process improvement and assists with driving process change 

We’re looking for someone who has: 

  • We’re looking for individuals with relevant experience in Technology / SaaS firms or Financial Services 
  • Prior experience in a Customer Success, Account or Partner Management role 
  • Strong interpersonal skills and the ability to read a situation, listen, frame a conversation, and deliver presentation and insights to your clients​
  • Strong analytical and written skills with great attention to detail​
  • You have unassailable integrity, work ethic, humility and team spirit and have the ambition and desire to work in a high-growth tech company​
  • Fluency in either French, Spanish, Dutch, or German will be a strong advantage 

What benefits we provide: 

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 
  • Flexible/Hybrid working
  • 34 days holiday (including bank holidays) 
  • Training allowance 
  • Opportunities for career development  

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

Apply now