Payments, Client Success Manager

Crown Agents Bank is a vastly growing and regulated UK bank that connects emerging and frontier markets to the rest of the world, using FX and payments technology. We are transforming the way payments and FX move through emerging markets, reducing friction so that more money gets to those who need it. Emerging markets payments are usually challenging, expensive, unreliable and opaque. Our solutions help fix these pain points. Ultimately, we connect traditionally hard-to-reach regions to global financial infrastructure, giving access to the best prices and the fastest, most reliable settlement.

FX and cross-border payments are often complex and expensive, especially when operating in emerging markets. Crown Agents Bank (CAB) wraps its deep and trusted relationships and strength of network around innovative digital capabilities, and cross-border transaction banking solutions to enable fintech, corporates, governments, development organisations and banks to move money to, from, and across often hard-to-reach markets.

This role is responsible for delivering a best-in-class client experience across onboarding, integration, go-live, and the ongoing lifecycle of payments clients. The role requires strong analytical insight with commercial acumen and client-facing expertise to drive adoption, optimise performance, and unlock growth opportunities across the client portfolio.

You will be looking after:

Onboarding, Integration, and Go-Live

• Lead clients through onboarding and technical integrations, setting clear expectations and ensuring smooth adoption.
• Lead solution discovery sessions, workshops, demos, and presentations with clarity and influence, ensuring alignment between client needs and internal teams.
• Leverage data and analytics to monitor integration performance, track client usage, and provide actionable recommendations that enhance product value and operational efficiency.
• Support a dedicated hyper care period post-go-live, acting as a conduit between the client and internal teams to fine-tune integrations, resolve issues quickly, and ensure the client feels fully supported.

Client Lifecycle Management

• Build trusted, long-term client relationships through proactive engagement, clear communication, and insight-driven recommendations.
• Deliver a world-class client experience by resolving issues efficiently, anticipating needs, and driving measurable business outcomes.
• Analyse account performance and client usage to support sales and business development to uncover upsell, cross-sell, and optimisation opportunities.

Collaboration with Internal Teams

• Collaborate closely with cross-functional teams to ensure clients are fully set up on the payments platform, training is conducted effectively, and testing is supported throughout onboarding and integration.

• 5+ years’ experience within a client facing role with a strong understanding of end-to-end payment flows, operational risks, and industry regulation.
• Demonstrable track record of successfully onboarding, integrating, and supporting clients across complex technical financial services products or payment platforms, including coordinating cross-functional teams to deliver smooth go-lives.
• Experience using data and analytics to assess integration performance, track client usage, and inform recommendations for product or operational enhancements.
• Ability to manage multiple client integrations in parallel, balancing priorities and acting as a liaison between clients and internal teams.  Ability to translate complex technical new product offerings into clear, actionable insights for clients.
• Strong experience in fast-paced, high-growth environments, with a solid history of delivering results, improving processes, and managing multiple client engagements or projects simultaneously.
• Experience working directly with product, technology, sales, and operations teams to drive operational improvements, resolve technical issues, and identify new opportunities for revenue or product adoption.
• Experience in solution design, within payments or other regulated, technically complex domains is advantageous. including engagement in discovery, requirements gathering, solution workshops, product demonstrations, and supporting RFI/RFP processes.

• Hybrid working
• Contributory personal pension plan: - Minimum: Employee 2% and Employer 7%. Employer matches contributions in 1% increments to a maximum of: Employee 5% and Employer 10%
• Life Assurance – 4 times annual salary
• Group Income Protection
• Private Medical Insurance – this may include cover for partner and or children at company cost. Cover includes Optical, Dental and Audiology
• Discretionary Bonus
• Competitive Annual Leave
• 2 Volunteering Days
• Benefit Hub