Customer Success Manager



United Kingdom
Posted on Tuesday, January 30, 2024

About Us

Founded by Mastercard and WorldRemit former executives, with early employees from Google, Uber, American Express, HSBC and Deliveroo. Volume ( is a London-based payments startup on a mission to kill the hidden fees on the Internet for both consumers and merchants alike 💳

Our mission is to create a universal checkout on the Internet 🌍enabling online shoppers 🛍️to pay and businesses 🛒to get paid quickly, easily, conveniently, and eventually for free with just one click ⚡

Faster than Apple Pay, Volume is the only payment method that allows consumers to pay in one-click using their bank app and businesses to eliminate payment intermediaries such as Stripe, PayPal, card networks and their extortionate hidden fees 👿

We are currently looking for an energetic Customer Success Manager offering an incredible opportunity to receive a competitive salary and meaningful equity shares in the hottest startup in the UK 🔥

Our Culture

We don’t follow the traditional corporate or start-ups 🥱 model but empower our people to own their work end-to-end. The challenge is not for everybody, we are entirely mission-driven with a fully autonomous team culture. You decide the strategy, you move the metric, we help to achieve your goals 🏆

What you can expect from us

  • Meaningful equity in the company 💰
  • Work from home 🏡 or from our incredible offices in London 🇬🇧 and Krakow 🇵🇱
  • A one-off remote-working budget to help you set up your home office 💺
  • 24 days holiday as standard ✈️
  • 30 day ‘work from anywhere’ policy 👩‍💻☀️
  • Free lunch 🥙 If you choose to work from the office on Wednesdays

Your Mission

You are on a mission to bring real-time payments to hundreds of merchants. You will develop a systematic growth engine for generating demand:

Onboarding and Training:

  • Lead the onboarding process for new clients, ensuring a smooth and positive introduction to our payment platform.
  • Conduct training sessions to educate clients on platform features, functionalities, and best practices.

Account Management:

  • Develop strong relationships with key client stakeholders to understand their business objectives and payment requirements.
  • Act as the main point of contact for clients, addressing inquiries, resolving issues, and ensuring overall satisfaction.

Product Adoption:

  • Proactively identify opportunities for clients to leverage additional features of our platform to enhance their payment processes.
  • Collaborate with the product team to provide client feedback and contribute to the continuous improvement of our platform.

Retention and Growth:

  • Implement strategies to drive customer retention and expansion, identifying upsell and cross-sell opportunities.
  • Monitor client usage and engagement, intervening when necessary to ensure ongoing satisfaction.

Feedback and Communication:

  • Gather client feedback and communicate insights to internal teams to drive product enhancements.
  • Regularly update clients on new features, updates, and industry trends relevant to their business.

Who you are

  • Proven experience as a Customer Success Manager or similar role in a B2B environment ideally in payment
  • You have an entrepreneurial spirit/experience with a strong growth mindset
  • You are adaptable and comfortable with a fast-paced environment
  • You are an active relationship builder who can collaborate with internal and external teams to consistently improve processes and communication workflows
  • Strong understanding of payment solutions and financial technology.
  • Demonstrated success in driving customer retention and growth.

We’d especially love to speak with you if:

  • You have worked for a Fintech company
  • You've worked at a fast-growing startup
  • You have previously successfully worked in a remote & distributed team


  • Bachelor's degree in Business or a related field
  • At least 1 - 2 years' of relevant work experience
  • Excellent written and verbal communication skills
  • Ability to multi-task, organize, and prioritize work