Customer Success Specialist – Enterprise

About us

Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We’re doing this by hiring exceptional people and are now looking for an Enterprise Customer Success Specialist to join our team.

Within our offices in London, Chester and Europe, Equals comprises of business lines and brands - Equals Money, and FairFX. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers & needs. United, by one thing, making money management straightforward and cost-effective for our customers.

About the role

An Enterprise Customer Success Specialist at the Equals Group is a proactive and solution orientated individual, and someone that strives to deliver first class customer service. You will be working as part of a dedicated team to help support the groups’ Enterprise customers & partners.

Equals Group provides each of its’ white label partners with a unique, company branded client-facing and back-office system for the provision of FX and International Payment Services. We utilise our strong operational framework and appropriate regulatory licences to build strategic partnerships. This allows us to acquire a large market share in a quick but controlled manner. In this role, you will be responsible for supporting all enterprise customers including white labels, PAAS/BAAS customers & large value/key accounts and providing a first-class service. Customer

Success Specialists play a key role in ensuring our customers derive value from Equals’ products and services. They support the organisation by working through service requests and helping our customers understand and make the most of our products and platform. Working closely with Commercial, Product, and Operations teams, Customer Success Specialists provide valuable insights on how customers engage with our products.

About you

We believe that certain skills are essential to be successful in this role, and these are detailed below. You may not have all the other skills we have outlined as desirable; we understand that and will still welcome your application. We will carry out individual interviews for shortlisted candidates and assess who is best suited for the role after we have discussed everything with you.

Responsibilities

• Develop and maintain strong relationships with customers, acting as a point of contact for service-related needs.

• Gain a deep understanding of customer business goals and how Equals solutions can support them.

• Advocate for customers by providing feedback to internal teams, including Product, Sales, and Operations, to enhance the customer experience.

• Identify potential opportunities for cross-selling or upselling additional products and services.

• Identify and address customer pain points, working proactively to improve their experience and reduce churn.

• Manage the Customer Success ticketing CRM, ensuring service requests are completed promptly and within SLAs.

• Track and report on key customer success metrics, such as service levels, retention rates, and product adoption, using these insights to support continuous improvement

Essential Skills

• Excellent Communication skills, socially confident and engaging with internal and external stakeholders

• Attention to detail

• A passion for helping customers succeed, with a proactive approach to identifying and addressing customer needs.

• Business acumen and commercial awareness

• Knowledge and practical experience of MS Office (Word, Excel and Outlook)

• Good organisation and time management

• The ability to work as part of a team

• Willingness to learn and absorb new information

• Strong analytical and problem-solving skills. Ability to think strategically and creatively to solve customer challenges.

A role model for our values:

• Make it happen

• Succeed together

• Be the customer

• Go beyond

Desirable Skills

• Experience in payments, FX, or other financial services

• Understanding of responsibilities under Anti-Money Laundering Regulations

Our investment in you

We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support. When you join Equals, we aim to help you to get more out of your career. We will also offer you the following benefits.

Benefits

• A competitive salary benchmarked against a peer group.

• 25 days holiday per year + your birthday off (20 statutory and 5 additional)

• Bike Allowance

• Opportunities for progression, development and learning new skills

• We operate a hybrid working arrangement where possible

Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences and help us understand what you need to do your best work.