Customer Success Team Leader (Fintech)

TL;DR

Customer Success Team Leader (Fintech): Managing and coaching a team of Customer Success Executives to convert qualified SME leads into active business current account holders with an accent on lead generation and relationship management. Focus on driving onboarding performance, reducing friction in the customer journey, and collaborating with cross-functional product and operations teams.

Location: Hybrid (London or Milton Keynes)

Company

A fast-growing UK fintech bank dedicated to providing specialized banking services and account solutions to established SMEs.

What you will do

• Lead, manage, and coach a team of approximately five Customer Success Executives to meet performance KPIs.
• Drive conversion of new qualified leads into fully funded and active business current accounts.
• Collaborate with operations and product teams to minimize friction and enhance the overall onboarding journey.
• Engage prospective customers via telephone and email to explore banking needs and pain points.
• Provide actionable feedback to marketing, data, and product teams to refine targeting and messaging.
• Ensure consistent, professional, and compliant customer experiences throughout the onboarding process.

Requirements

• Proven experience in team leadership or management, either in-person or remotely.
• Strong background in telephone-based lead generation and business development within the SME sector.
• General understanding of financial products such as payments, lending, accounting, and CRM systems.
• Demonstrated ability to exceed targets and generate new income opportunities.
• Excellent communication and interpersonal skills with a focus on building stakeholder trust.
• Capability to collaborate effectively with relationship managers, underwriters, and operations specialists.

Culture & Benefits

• Comprehensive onboarding support and ongoing career development opportunities.
• Flexible and hybrid working arrangements tailored to individual needs.
• Competitive benefits including pension contributions and a discretionary bonus scheme.
• Health and wellbeing support via private health cover and life assurance.
• Family-friendly policies including enhanced maternity and paternity leave.
• Regular team social activities in a diverse and collaborative environment.