Customer Success Associate

About us

Since our founding in 2018, DNA Payments has rapidly grown into one of the largest independent, fully integrated omnichannel payments providers in the UK and Europe. We specialize in helping businesses seamlessly accept payments, whether it's through cutting-edge POS systems or online platforms.

Recognized as one of the top 50 fintech start-ups by Beauhurst, we are a true innovator in the financial space.

Backed by £100 million Private Equity funding from Alchemy, we now process over £1.2 billion every month, serving 60,000+ businesses across the UK and Europe.

Our dynamic team of 375 professionals operate from our London headquarters, with regional offices spanning Hull, Nottingham and Kazakhstan. As we continue to expand, we’re on a mission to empower businesses to thrive through pioneering payment solutions. Join us and be a part of the exciting journey towards reshaping the future of payments.

Role Summary

We’re looking for a Customer Success Associate to join our expanding Operational team.

Reporting to the Head of Enterprise Client Services, you will join a growing team and be part of a growth business working with colleagues who care about our customers.

The role is critical in terms of helping to drive optimal service for key accounts & partners, in collaboration with our Sales and Operational teams.

Working hours: 37.5


Key Responsibilities:

• Managing key account queries/ escalations which require tailored Operational support & rapid resolution. 
• Working with the Corporate/ Partner Sales team, to ensure Operational support is planned for large roll outs. 
• Devise ideas to improve all aspects of the Corporate/ Partner Operational journey.
• Identify any key trends or process gaps, that will improve the overall key account proposition.
• Maintain key contacts with onsite software providers & partner contacts, to ensure clear collaboration for the 2nd line support teams.
• Provide oversight in collaboration with Finance & Credit control for timely accurate billing
• Coordinate root cause analysis for any incidents and issues, to ensure we have clear mitigation actions.
• Attend any key partner calls hosted by the Sales Account Manager to offer any Operational guidance or support.
• Investigating ticket trends to identify ticket reduction to aid self-service.
• Systems used- Salesforce CRM system, Zen desk, Payment terminal management system desired.

About You:

• Minimum 2 years Customer service/ Senior Relationship Manager experience.
• Previous experience in a corporate support role.
• Passionate about driving an optimal client experience.
• Strong time management and prioritisation skills.
• Flexibility to adapt to changing priorities.
• Confident in handling escalations
• Conducting service reviews with senior corporate clients.
• Ability to collaborate & engage in a positive manner.
• Systems experience- Salesforce CRM system.
• Have ability to read data and identify trends.

What’s in it for you?

You’ll work with a collaborative team and join a fast-growth fintech where you’ll get the chance to learn and develop, and if that’s not enough, you also receive the following benefits.

• 25 days holiday per year
• Private Medical
• Life Assurance
• Ride to work
• Access to self-learning platform
• Bookboon
• Income Protection
• Workplace Pension
• Employee Assistance Programme

Educate, Discover & Inspire

At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered.

Join us in creating a workplace that reflects the diverse world and customers we serve.

Should you require any reasonable adjustments throughout the interview process, please make us aware.