Account Lead - Client Success

Let’s transform banking forever

ClearBank is built on the belief that banking infrastructure shouldn’t slow down progress. Quite the opposite. Speed it up and that’s when you unlock potential. When you really start to innovate.

That spirit and ‘can-do’ attitude is why our clients – from FinTech's and crypto platforms, to banks and credit unions – choose to use our API to power their banking infrastructure.

But it’s our people who are the stars here. They power that innovation, push harder to break boundaries. They make coming to work (or working from home) fun. They’re the ones we trust to catapult our clients to success. Just as they trust us to build a business that’s always striding forward.

What you can expect:

ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank.

Your mission:

As an Account Lead in our Mid-Market Client Management team focused on Client Success, you’ll be responsible for building and maintaining strong, trusted relationships with a portfolio of existing and new clients.

You’ll develop a deep understanding of our clients’ businesses, priorities and evolving needs, helping them get the most from their relationship with ClearBank while ensuring we continue to deliver positive client outcomes. You’ll identify opportunities to deepen and grow those relationships through appropriate cross-sell and upsell opportunities, working collaboratively across ClearBank to connect clients with the products and solutions that meet their needs.

Key Responsibilities

· Own and develop strong, trusted relationships with existing Mid-Market clients, acting as a key point of contact and developing a detailed understanding of their businesses, priorities and evolving needs.

· Develop and execute client account plans that support successful, long-term relationships and identify opportunities to deepen client engagement.

· Proactively engage clients through regular relationship and account reviews, maintaining an understanding of their performance, priorities, challenges and future plans.

· Identify and progress cross-sell and upsell opportunities within existing accounts, connecting client needs with relevant ClearBank products and capabilities to support sustainable account growth.

· Build relationships across client organisations, developing effective connections with relevant decision makers and stakeholders and ensuring relationships are not dependent on a single point of contact.

· Act as an advocate for clients internally, bringing together the appropriate teams to address needs, resolve issues and support strong client outcomes.

· Collaborate across Product, Solutions, Operations, Risk, Compliance and other relevant teams to support clients effectively and ensure commitments and issues are progressed appropriately.

· Maintain a strong understanding of the payments landscape and ClearBank’s proposition, using this knowledge to have credible, commercially relevant conversations with clients and identify opportunities that meet their needs.

· Monitor the health and development of client relationships, proactively identifying risks, emerging needs and opportunities for further engagement.

· Support retention and sustainable growth across the existing client portfolio by combining excellent relationship management with appropriate commercial development.

Skills & Experience (must-have)

· Strong knowledge and practical experience of the payments industry is essential, with the credibility to discuss payments propositions, client requirements and relevant industry developments with senior client stakeholders.

· Proven experience managing and developing existing B2B client relationships, ideally within payments, banking or financial services.

· Demonstrable experience of building trusted, long-term relationships with clients, understanding their objectives and using that insight to improve client outcomes.

· A track record of identifying and successfully progressing upsell and cross-sell opportunities within existing client relationships.

· Strong commercial skills, with the ability to balance client success, relationship retention and account growth.

· Experience conducting structured client and account reviews and translating client needs into clear actions and opportunities.

· Proven stakeholder management skills, with the ability to build credibility with decision makers and senior stakeholders within client organisations.

· Great communication, questioning and presentation skills, including the ability to make complex payments and banking topics clear and relevant for different audiences.

· Problem-solving and judgement, with the ability to coordinate stakeholders and maintain client confidence when navigating issues or competing priorities.

· Ability to work collaboratively across multiple internal teams to deliver positive outcomes for clients.

Nice-to-have

· Broader knowledge of banking infrastructure and embedded banking.

· Experience working with fintech, financial services or other regulated organisations.

· Experience managing complex client relationships involving multiple products and stakeholder groups.

What success looks like in the role

· Clients experience a proactive, trusted and value-adding relationship with ClearBank, supported by a strong understanding of their business and priorities.

· Client relationships are maintained and developed effectively, with risks, issues and changing client needs identified and addressed proactively.

· Appropriate cross-sell and upsell opportunities are identified and progressed based on genuine client needs and commercial value.

· Account plans and client information remain current, providing a clear view of relationship health, priorities, opportunities and agreed actions.

· Strong collaboration across ClearBank supports positive client outcomes and sustainable long-term relationships.

A little bit more about us! 

ClearBank is Where You Can belong: 

At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of: 

• 42% of our senior management roles are held by women 

• Our enhanced family leave policies

• Launching our partnership with Code First Girls 

• Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group 

Our hiring process and what you can expect:

Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage; 

Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone or Teams video call). You can expect to hear back from us within seven days following this meeting (if things are taking longer than expected, we’ll let you know that too); 

First Interview: You’ll spend one hour with a member of our hiring team focusing on your skills, competencies and your ways of working at the same time we’ll give you time to ask more questions about the role, the team and learn more about the ClearBank culture. This will be via Teams.  

Second Interview: This will be a competency-based interview with one or more members of our team.

Final Stage: You will have a final meeting with the Head of Department. This will be around 45-60 minutes.  

Offer: Congratulations! Get ready to transform banking forever! 

Our commitment to you as a candidate: 

We will always try our best to get back to you within seven days of your interview whether you’ve been successful or not and provide you with feedback. Sometimes things take a little longer, so we may not have a decision to share but we will get it touch to let you know we need a little more time.  

We’re unable to provide specific individual feedback at the application or screening stage but know that your application was reviewed and considered carefully.  

We wish you the best of luck with your application and maybe we’ll be celebrating your new role at ClearBank soon!  

Equal Opportunities

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration. 

ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation. 

As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable. 

The legal bit

By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.