Role Overview

The Growth & Customer Success Manager is responsible for the strategic management, retention, and commercial growth of a portfolio of high-value client relationships within the EasyPay ecosystem. The role is accountable for driving sustainable revenue expansion, strengthening long-term partnerships, and ensuring the consistent delivery of an exceptional client experience across all service touchpoints.

This role serves as the senior relationship owner for assigned strategic accounts and acts as the primary interface between clients and internal business functions. The incumbent will collaborate closely with cross-functional teams including Product, Operations, Technology, and Support to ensure seamless service delivery, operational excellence, and continuous improvement.

The position requires strong commercial acumen, stakeholder engagement capability, and the ability to translate client needs into scalable growth opportunities that support the organisation’s strategic objectives.

Key Responsibilities

1. Strategic Client Relationship Management

• Serve as the senior relationship owner for a portfolio of strategic and enterprise clients.
• Develop and maintain trusted executive-level relationships across client organisations.
• Lead structured client engagement through regular strategic reviews, performance discussions, and planning sessions.
• Act as the escalation point for client matters, ensuring timely resolution and effective communication.
• Proactively identify potential risks to client relationships and implement mitigation strategies.

2. Revenue Growth & Portfolio Expansion

• Drive sustainable revenue growth across the assigned portfolio through cross-selling, upselling, and product expansion initiatives.
• Identify opportunities to increase product penetration and wallet share within existing client environments.
• Support the successful rollout and adoption of new EasyPay solutions within the client base.
• Collaborate with Sales, Product, and Commercial teams to develop growth strategies aligned with client needs and organisational priorities.
• Maintain accountability for revenue performance and growth targets within the managed portfolio.

3. Customer Success & Client Experience

• Ensure clients realise maximum value from EasyPay solutions through proactive engagement and service optimisation.
• Lead initiatives aimed at improving client satisfaction, retention, and overall experience.
• Monitor and analyse client feedback through structured programmes such as Net Promoter Score (NPS) and service reviews.
• Identify systemic service issues and drive continuous improvement initiatives in partnership with internal teams.

4. Operational Governance & Service Delivery

• Provide oversight of operational performance impacting client service delivery, including transaction performance, uptime, and support responsiveness.
• Ensure compliance with contractual obligations, service level agreements (SLAs), and operational standards.
• Coordinate cross-functional resolution of service incidents and operational challenges affecting clients.
• Support service improvement initiatives that enhance reliability, efficiency, and client confidence.

5. Portfolio Reporting & Strategic Insights

• Monitor and report on key portfolio performance indicators, including revenue growth, client health, product adoption, and service performance.
• Develop and present structured portfolio insights to senior leadership and executive stakeholders.
• Contribute to strategic decision-making by providing data-driven insights on client behaviour, opportunities, and risks.
• Support executive reporting requirements through the preparation of performance dashboards and review materials.

Key Performance Indicators (KPIs)

Performance in this role will be measured against the following indicators:

• Client retention and portfolio stability
• Revenue growth and expansion within the assigned portfolio
• Product adoption and penetration across client organisations
• Client satisfaction metrics, including Net Promoter Score (NPS)
• Compliance with service level agreements and operational performance targets
• Client engagement and relationship strength

Qualifications & Experience

• Bachelor’s degree in Business, Commerce, Finance, Information Systems, or a related discipline.
• Minimum of 5–8 years’ experience in Customer Success, Account Management, Client Relationship Management, or Commercial Growth roles.
• Demonstrated experience managing enterprise or strategic client portfolios within fintech, payments, financial services, or technology environments.
• Proven ability to deliver measurable revenue growth through cross-selling, upselling, and product expansion strategies.
• Experience operating within complex stakeholder environments involving multiple internal and external parties.
• Strong understanding of payments ecosystems, including digital payments, prepaid solutions, bill payment platforms, or transaction-based financial services.
• Experience managing service performance within SLA-driven operational environments.
• Demonstrated capability in client risk management, escalation handling, and service recovery processes.
• Experience preparing and presenting executive-level reporting and portfolio insights.
• Exposure to customer feedback frameworks such as NPS and CX programmes.

Core Competencies

• Strategic relationship management and stakeholder engagement
• Strong commercial and revenue growth mindset
• Analytical thinking and performance reporting capability
• Executive-level communication and presentation skills
• Problem-solving and operational coordination
• Ability to manage complex client portfolios and competing priorities