Operations & Customer Success Lead

We are on the search for an Operation & Customer Success Lead to join our team at Tranch. You will be a pivotal player in our team working cross-functionally across Operations, Sales, Growth and Product while driving the operational excellence of Tranch's payments business.

Why Step into the Role at Tranch

Tranch is a B2B payments platform enabling services and software companies to be paid faster and easier through the only checkout with Pay Now, Pay by Card and Pay Later over 12 months for businesses.

With the backing of top-tier investors, including Y Combinator, Global Founders Capital, Soma Capital, and FoundersX, Tranch is experiencing significant growth with enterprise clients.

Our headquarters are in New York and London. The role will be hybrid based out of our Moorgate office, with an expectation of adjusted hours to support US clients.

What You'll Do

• Critically assess and refine our onboarding and account management processes, ensuring a seamless experience for our enterprise clients.
• Own initiatives to streamline client engagement, accelerating product adoption and client satisfaction. Put in place processes and systems to measure and improve key metrics in the customer journey, including conversion and satisfaction.
• Lead by example in providing world-class customer experiences, championing the voice of the customer and providing feedback to Product teams.
• Own our CRM system (Hubspot) across contact management, workflows, and automations to ensure a best-in-class experience for internal users and customers.
• Conduct analysis across customer activity, including report-making in BI tools and the CRM system Support ad-hoc with growth initiatives including customer segmentation, case studies and more!

Your experience

• A minimum of 5 years in customer success, operational excellence or account management, preferably in the tech or financial services sectors.
• Previous experience in professional services, for example as a management consultant or within a corporate environment
• Demonstrable expertise in formulating strategies that enhance customer engagement and operational processes, especially within enterprise client relationships
• Adept at conducting comprehensive analysis and crafting actionable, data-driven recommendations in e.g. Excel, Google Sheets, SQL
• Experience with CRM management and automation (Hubspot experience preferred)
• Thrive in the dynamic tempo of a rapidly evolving landscape, taking charge of complex projects and owning them to fruition.
• Willingness to go the extra mile in an incredibly fast paced environment where your impact will be highly visible.

Our Operational Ethos

At Tranch, efficiency and partnership is our cornerstone — we always go above and beyond for our clients and work in an accurate, efficient manner to achieve these goals. You'll own your projects from start to finish, with the autonomy to see your strategies implemented and impacting our clients directly.

Perks & Benefits

• 🏖️ 25 days of annual leave, plus your birthday and Christmas to New Year's off.
• 💻 State-of-the-art tech setup, including the latest Macbook Pro and a 4K LG monitor.
• 🏥 Comprehensive private medical care.
• 🏠 Flexible working arrangements to balance your professional and personal life.
• 📒 A generous Learning & Development budget of £/$500.
• 🐕 A pet-friendly office environment, complete with office treats.

Diversity, Equity, and Inclusion at Tranch

At Tranch, we're committed to crafting an inclusive workplace that celebrates diversity. We are an equal opportunity employer, and our hiring decisions are made without regard to race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. We are devoted to providing reasonable accommodations for applicants with disabilities.