Customer Success Team Leader

About Allica Bank Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers. Role Description As Customer Success Team Lead, you’ll lead a team of approximately five Customer Success Executives. Together, you’ll help qualified SME prospects move through their onboarding journey, converting leads into open, funded and actively used Allica business current accounts. You’ll coach your team to have confident, consultative conversations with business owners and decision-makers—understanding their existing banking challenges, explaining Allica’s value proposition and supporting them as they switch to Allica. You’ll be accountable for team performance across the full onboarding journey, while ensuring every prospective customer receives a consistently excellent experience and a strong first impression of Allica Bank. This is a highly collaborative role. You’ll work closely with Relationship Management, Product, Marketing, Growth, Data, Customer Due Diligence and Operations to improve the onboarding experience, remove friction and create better outcomes for customers. Principal Accountabilities - Working closely with the Sales Managers of Customer Success, The Customer Success Team Leader will provide line management, capacity planning, pipeline management, coaching and development to support a team of Customer Success Executives. - Coach team members to engage SME decision-makers confidently by telephone and email, using a consultative approach to understand their needs and banking pain points. - Through close collaboration with our Customer Due Diligence, operations leaders and product teams, the Customer Success Team Leader will work to support reducing friction and improving the experience in the customer onboarding journey. - Understanding our onboarding process and requirements and supporting customers and prospects through this process to open current accounts and deliver a great customer experience. - Gaining feedback from customers and prospects on potential future features they need and want from their bank and bank account and feeding these into the Product teams. - Working with our Growth, Marketing and Data teams to feedback your learnings from customer interactions, helping us to drive ever better customer outcomes, targeting, segmentation and messaging. Personal Attributes & Experience - You will have managed and led a team either in person or remotely to successfully achieve KPIs relating to customer and colleague experience. - You should have a general understanding of SME financial products (eg payments, lending, accounting, CRM), and ideally specific expertise in business current accounts. - You will have a proven track record in telephone-based lead generation with established SMEs (typically 5-250 employee firms), including business development from cold prospects. - You will have excellent interpersonal and communication skills, together with evidence of outperformance in similar roles through earning customer and colleague trust. - You will demonstrate the ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYCB and underwriters, to deliver a positive outcome for our customers. - You’ll have a proven track record of exceeding targets, providing excellent customer service generating new income opportunities and always considering risk and reputation. - Experience working coll