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Head of Client Success (UK)

Wagestream

Wagestream

Customer Service
London, UK
Posted on Wednesday, June 26, 2024
Client Success · London Office

Head of Client Success (UK)

Wagestream is on a mission to bring better financial wellbeing to frontline workers.

We partner with some of the world’s most famous employers, like Burger King, Asda, Co-op, Bupa and Greene King to give their teams access to fairer financial services - all built around flexible pay. Over three million people can now choose how often they’re paid, track their shifts and earnings, start saving, use budgeting tools, get free financial coaching, and access fairer financial products. All in one financial wellbeing super-app.

Wagestream is unique: VC-backed and growing at scale-up pace, but with a social conscience. Some of the world's leading financial charities and impact funds were our founding investors, and we operate on a social charter - which means every product we build has to improve financial health and reduce the $5.6bn ‘premium’ lower-income earners pay for financial services each year.

You’d be joining a team of over 150 passionate, ambitious people, across Europe and the USA, building a category-leading fintech product and all united by that same mission.

The Opportunity:

At Wagestream, we are proud to have big ambitions and the Client Success team plays a crucial part in helping us achieve them! Joining Wagestream is an opportunity to work for the world's only social impact, charity-backed, financial wellbeing solution provider’s on the verge of neobank status, helping to propel us to the next phase of our growth. You’ll help us to transform the lives of frontline workers and the organisations they work for.

Leading the well established Client Success function in the UK, you’ll play a huge part in ensuring we’re achieving our mission of giving every working person globally power over their pay, to have complete financial freedom and wellbeing. By ensuring clients are set up for success upon joining the Wagestream platform and driving ongoing high levels of customer engagement and satisfaction, you and the team will be helping more employees have the ability to instantly access, track, save and manage earned wages.

What will you be doing?

  • You will direct and motivate the Client Success team to deliver on ambitious goals of adoption growth, penetration of new products adoption and logo retention, plus client referenceability. You’ll set strategic priorities and activities within the function to deliver upon these core goals.
  • Actively monitor progress towards account plans and provide feedback and solutions based on insights and market developments
  • Refine a tracking and reporting methodology, with metrics that enhance team effectiveness, including accurate and timely CRM use
  • Work cross functionally with other key parts of the business such as Product, Revenue Operations and Marketing to ensure the team are set up for success in achieving their goals
  • Become a lynchpin within our Client Exec Sponsorship programme, attending industry networking and Wagestream-hosted client events
  • Managing individuals’ careers and progression acting as a mentor and coach to the team
  • Above all else, making our clients successful in the outcomes they attach to having Wagestream! Did you know in 2024, we helped the Co-op deliver the best employee benefit across the whole of the UK?

The Team:

You will lead the Client Success team to drive customer engagement and satisfaction across the platform. The team, forming part of the wider Go To Market function, is committed to delivering a first-class service to our customers and in turn making sure that we deliver tangible impact for our client partners.

What you need: (But if you’re close… we'd still love to talk to you!)

  • You have a track record of managing Customer Success or client-facing teams where delivering value back to clients is at the heart of what you do
  • A strong background in developing and motivating employees, building teams and relationships and engendering a sense of results-orientation
  • You’re a good influencer, bringing strong partnering skills – with clients and stakeholders, both internal and external
  • Experience in leading and managing upsell initiatives and pipelines to help take portfolios to the next stage of business growth and impact
  • Demonstrable experience working effectively with co-dependent teams to set your team up for success
  • Personal and organisational accountability, loyalty, independence and fairness among colleagues and employees, particularly in a multicultural environment
  • You have a commitment to excellence and can motivate, mentor and engage a high performing team

Can-be-learnt:

  • We'll teach you all about our financial wellbeing products and services - a background in the employee benefits space, whilst desirable, is not essential

    Salary: Given the level of this role, the package offered is dependent on experience, but we forecast full remuneration will go surpass £100,000 inclusive of base and bonus plan.

    Working Policy: We operate a hybrid policy with a requirement of 3 days per week in our London office.

    Benefits:

    • 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad-hoc childcare/family/caring needs
    • 10 days Annual Leave Buy-Back scheme
    • 24 weeks' paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service
    • Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments
    • Sabbatical scheme
    • Paid leave to volunteer
    • Work from Abroad policy
    • Private Healthcare via AXA including comprehensive mental-, physical- and dental healthcare
    • £250 home office allowance to make WFH comfortable
    • Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension & save on Tax and NI + added compound growth
    • Season Ticket Loan
    • The best benefit of all, access to Wagestream!
    • Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value.

    Including:

    • Workplace nurseries
    • Cycle to Work
    • Home and Tech Scheme
    • Healthcare cash plans, etc
    • Discounts platform

      At Wagestream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Wagestream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.

      Department
      Client Success
      Locations
      London Office
      Contact Jake Wilson Head of Talent

      About Wagestream

      Wagestream improves the financial wellbeing of 3 million frontline workers, with a workplace finance platform built around their pay.

      Award-winning employers like Asda, Bupa, Crate & Barrel, Pizza Express and the NHS make money fairer and work more rewarding, by offering Wagestream as an employee benefit.

      Wagestream is a B Corporation that was founded with a social charter and built with the Fair By Design financial inclusion campaign.

      Founded in 2018
      Co-workers About 150
      Client Success · London Office

      Head of Client Success (UK)

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