[Hiring] Principal Customer Success Manager @Equifax

Role Description

A Principal Customer Success Manager (PCSM) must be a proactive self-starter who maintains an owner’s mindset toward their client portfolio. The core of this role involves partnering closely with clients to identify and meet their specific business objectives, ensuring they derive maximum value from our solutions. Through this proactive support, a PCSM effectively drives customer satisfaction, product adoption, long-term retention, and revenue expansion.

Furthermore, managing banking clients requires a specialised skill set that extends beyond standard relationship management. Because banks operate in highly complex, heavily regulated environments with stringent security protocols and extended adoption cycles, it is vital that a candidate possesses a good understanding of these unique institutional challenges to be successful.

• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
• Maintain a deep understanding of our solutions, client base, and best practices
• Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
• Educate clients on business value of solutions and application of best practices
• Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
• Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity
• Assess customer health by monitoring product usage, reported issues, and other success metrics
• Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams
• Identify trends and relay feedback internally to appropriately address underlying issues
• Provide clients full transparency on status of issues/requests from submission through resolution, working across teams and driving the escalation process as needed
• Actively participate in the customer life cycle process, from prospect to renewal
• Participate in CSM programme development and improvement activities
• Facilitate customer account changes, product set up and billing research/corrections
• Work with Sales and other Learning & Development teams to facilitate customer training as needed

Qualifications

• Strong experience in a Customer Success, Account Management, or other Client-Facing role
• Bachelor’s degree (or higher) required, or the equivalent years of industry experience
• Ability to troubleshoot and solve business and basic technical problems
• Requirement for a foundational understanding of banking regulations (e.g., GDPR, FCA guidelines)
• Ability to effectively manage daily client communications, including escalations and problem management situations
• Ability to travel occasionally (up to 25% of the time)

Requirements

• Banks are heavily siloed. A successful banking CSM must be adept at building consensus across multiple departments, including IT, Information Security, Legal, Procurement, and the actual business line users
• Must be able to work autonomously and collaborate as part of a team
• Change moves slowly in financial institutions due to necessary risk and compliance checks. The candidate needs exceptional patience and project management skills to keep momentum alive over a 12-to-18-month adoption process

Benefits

• Contributory pension
• Life cover
• Income protection
• Healthcare
• Enhanced maternity and sick pay
• 26 days holiday and a day off for your birthday
• Ability to buy and sell holidays
• Free credit checks
• Flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts