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Customer Success Specialist at GoCardless
London, GB

GoCardless’ vision is to be the best way to collect recurring payments globally.

We’re harnessing the structural advantages of bank debit (reliability, cost effectiveness, user preference) while also addressing its key weaknesses, including fragmentation, lack of access and lack of a developer-friendly platform). Our global network covers ~70% of the world’s recurring e-payment volumes and our developer-friendly platform makes it easy for the more than 50,000 businesses whom we serve to collect payments from around the world. We’re now processing >$1B in payment volume every month, with a team of ~400 across a network of 5 global offices.

Our HQ is in London and to date we have raised $122M in capital from some of the world’s leading investors, including Accel Partners, Balderton Capital, GV and Y Combinator.


The Small Business team

The mission of the Small Business team is to accelerate GoCardless’ growth by efficiently winning small businesses, getting them started on GoCardless and then helping them to expand their usage of our product. These businesses usually come to GoCardless via our own channels (i.e., signing up via our website) or else via our Partners (e.g., Xero or Sage). They typically use GoCardless via our dashboard or else through pre-built integrations with Partners.

Small businesses have been at the heart of GoCardless’ success since we started. Today, we take the pain out of getting paid for nearly 50,000 of them every month, ranging from scout groups and accountants to independent agencies and suppliers. We make getting paid automated and predictable, allowing them to focus on what they are best at. Usually that’s not payments!

The Small Business team exists to ensure that we have a clear strategy for small businesses across both GoCardless and Partner-owned channels and that we are executing effectively and cross-functionally against this strategy. 

We believe that we have a huge opportunity to increase our share of the global Small Business market and we’re excited about scaling our business in this area.


The role

Reporting to the VP, Small Business, the Customer Success Specialist will be responsible for executing campaigns targeted at small businesses, with a view to: 

  • Assisting merchants as they start using GoCardless
  • Upgrading merchants using our Standard package 
  • Helping merchants to expand to new markets (including adding new schemes or enabling them to take cross-border payments).

The Customer Success Specialist will also represent GoCardless externally, including at Partner roadshows and meet-ups.



The day-to-day responsibilities of the role are:

  • Working with the VP, Small Business and other members of the team to develop and execute campaigns targeted at small business merchants globally
  • Having fast-paced, product-driven conversations with existing GoCardless merchants, including those who have yet to activate with us
  • Building, managing and closing a pipeline of opportunities to up-sell existing small businesses
  • Keeping your knowledge of GoCardless features and functionality updated

You should apply if:

  • You have a proven track record of working in a customer-focused team (Sales, Customer Support or Customer Service) in a fast-growth business
  • You are a self-starter with an entrepreneurial and commercial mindset
  • You are driven and results orientated
  • You are a fast learner and have an ability to understand the FinTech industry
  • You have a passion for technology, the start-up community and supporting other businesses as they grow
  • You have the motivation and flexibility to work well in a rapidly-changing high-growth environment
  • You have superb verbal and written communication skills

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