Head of Customer Success

Corpay; Swindon; On-site; GBP 40,000 - 80,000; Full time

Job description

Your role

Focused on the strategic planning and executing of conversions/efficiencies – with an emphasis on results through the provision of effective information that meets both external and internal client needs. The role supports all channels and the Marketing teams with the purpose of ensuring that activities - including performance management, call quality, conversions, coaching interventions and fuel & revenue targets are achieved and standards are continuously met and improved.

What you'll be doing

We are looking for a strategic, results-driven individual to lead our ChargePass team, in Customer Success; providing corporate payment solutions for fuel and electric vehicle (EV) charging. This senior role offers the opportunity to have significant autonomy and impact, overseeing a team of 15 individuals. You will be responsible for improving customer retention, driving cross-sales, and ultimately increasing the lifetime value of our customers. The role offers significant potential for career growth, with the opportunity to move into a more senior leadership role as you demonstrate success and develop your capabilities.

Key Responsibilities

• Leadership & Team Development: Lead and mentor a diverse team of 15 account managers. Foster a collaborative, high-performance culture with a focus on achieving both team and individual targets. Ensure ongoing coaching and development to unlock the potential of your team members.
• Strategic Customer Retention: Take ownership of the customer retention strategy for the Chargepass portfolio. Use data-driven insights to manage customer performance, reduce attrition, and enhance long-term relationships. Implement strategies for increasing account value through cross-sales.
• Performance Analytics: Monitor key performance indicators (KPIs), using Salesforce to drive decisions and measure progress. Leverage analytical insights to identify trends, drive team performance, and optimize customer outcomes.
• Autonomy & Decision-Making: Lead the Chargepass team with autonomy, making strategic decisions that align with both short-term goals and long-term growth. You will have the freedom to shape and execute new processes, workflows, and service offerings.
• Collaboration Across Teams: Work closely with sales, marketing, operations, and finance to ensure a seamless customer experience. Play a key role in developing strategies that enhance the customer journey from initial contact through to long-term engagement.
• Innovation & Industry Knowledge: Stay at the forefront of developments in fuel and EV charging solutions, ensuring our offerings remain competitive and in tune with market trends. Help the team embrace innovation, particularly in the fast-evolving EV space.
• Career Growth: As the business grows, so will your role. This position is designed to develop and challenge you, with the potential for progression into a more senior leadership role within the company. You will receive support and guidance from senior leadership to help you achieve your professional goals.

Key Skills & Qualifications

• Significant experience in account management or customer success, ideally within B2B financial services, fuel card, or payment solutions, with a proven track record in managing and growing customer accounts.
• Strong leadership experience with the ability to manage and inspire a large team, ensuring high levels of motivation, accountability, and performance.
• Analytical mindset with a strong ability to leverage data to understand customer trends, predict outcomes, and drive business performance.
• Experience in developing and executing customer retention and cross-sales strategies.
• Highly autonomous and proactive, with the ability to make strategic decisions that align with company goals and vision.
• Excellent communication and interpersonal skills with the ability to influence key stakeholders and collaborate effectively across teams.
• Familiarity with Salesforce or similar CRM platforms for tracking performance and managing customer relationships.
• A passion for continuous improvement and innovation, particularly in the corporate payments and EV space.

Benefits

• Competitive salary + Bonus + Car Allowance
• 25 days annual leave plus public holidays
• Holiday buyback scheme
• Volunteering days
• Pension scheme
• Life insurance
• Optional Fuel Card & AA benefits
• Health and wellness programs.
• Significant career progression opportunities, with potential to take on a larger leadership role in the future.
• Ongoing professional development and training resources.

If you’re a strategic thinker with a passion for customer relationships, team leadership, and driving growth, we want to hear from you. Apply now and take the next step in your career while leading the future of fuel and EV payment solutions.

About Corpay

Corpay is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.