About Kord

Kord is an FCA-regulated fintech delivering KYC, Anti-Money Laundering (AML), identity verification, and payments infrastructure to regulated businesses across the UK. We sit at the intersection of compliance, fintech, and trust, helping companies verify who they are dealing with quickly and reliably.

Our client base continues to grow exponentially. Enquiry volumes are rising, and our product surface is becoming more complex. The Customer Success function sits at the heart of that growth, and this is where you come in.

Why this role matters

As a Customer Success Executive at Kord, you will be one of the most multi-dimensional contributors in the business. Your work spans client onboarding, account management, escalation handling, and cross-functional collaboration. You are the person clients encounter at the most critical moments, and the quality of your work directly determines whether they stay, grow, and advocate for Kord.

We are looking for someone who does not just complete tasks but takes genuine ownership: anticipating client needs whilst spotting opportunities for growth, building lasting relationships, and continuously improving the way we operate.

Critically, this role carries real commercial weight. You will be expected to identify and progress revenue opportunities within your existing account base, working alongside Sales to convert expansion potential into tangible outcomes.

What You'll Own

• Client onboarding and activation
• Own the onboarding journey for new clients, from integration kick-off through to post-activation account management
• Serve as the first point of contact following a win, setting the tone for long-term relationships and laying the groundwork for future growth
• Deliver training, demos, and technical guidance to ensure clients achieve early value from the platform, reducing time-to-value and increasing the likelihood of expansion
• Identify upsell and cross-sell opportunities during onboarding, ensuring clients are engaged early to best serve future expansion conversations
  
  

Account management and retention

• Manage an assigned portfolio of client accounts, keeping CRM records current and proactively monitoring account health
• Identify at-risk accounts and intervene early with tailored support or escalation, protecting revenue and preserving relationships
• Build trusted, consultative relationships with key contacts across your portfolio, positioning yourself as a strategic partner rather than just a support contact
• Recognise and flag revenue-building opportunities, working closely with clients to ensure consistent value and progressing expansion conversations in partnership with Sales
• Drive ARR and retention by ensuring clients are consistently deriving measurable value, and proactively addressing dissatisfaction before it becomes churn
  
  

Escalation management

• Own assigned client escalations end-to-end, from first response through to confirmed resolution
• Communicate clearly and proactively at every stage, ensuring clients feel heard and informed, turning difficult moments into demonstrations of Kord's reliability
• Work with Compliance, MLRO, and relevant internal teams on sensitive issues including AML reporting, fraud, and regulatory obligations
• Handle finance-adjacent cases such as credit requests and billing queries in coordination with the Finance team
  
  

Commercial development

• Actively identify expansion opportunities within your account base: clients growing in usage, launching new products, or entering new markets
• Work alongside the Sales team to progress and close upsell and cross-sell opportunities, contributing directly to revenue growth
• Maintain a pipeline view of expansion potential across your portfolio in HubSpot, keeping opportunity records accurate and up to date
• Contribute to renewal conversations, ensuring contract extensions are handled proactively and with sufficient lead time
• Feed market and client intelligence back to Sales and Product, surfacing what clients need before they ask for it
  
  

Knowledge, reporting, and process improvement

• Build and maintain the Customer Success knowledge base, documenting new issue types and ways to resolve them for faster resolution paths
• Identify recurring patterns in client issues and report these as product improvement tickets
• Contribute to the development of CS processes, templates, and playbooks
• Operate workflows and SLAs as required, tracking shifts and reporting on performance
  
  

Collaboration and growth

• Maintain standards of truth and fact so that stakeholders and colleagues can act and respond to clients accurately
• Partner closely with Sales, Customer Service, Compliance, and Product to ensure seamless client experiences across the customer lifecycle
• Represent the voice of the client internally on product and operational developments, advocating for what your accounts need to stay and grow
  
  

What We Expect

Commercial drive

You see the revenue potential in your accounts and act on it. You understand that retention and growth are two sides of the same coin.

Delivery

Accurate, autonomous work with minimal rework. Sound decisions within your domain, with early flags outside it.

Ownership

You own the process, not just the end result. You bring a point of view on how things should work, not just how they do.

Relationships

You build client trust quickly. Clients and colleagues come to you before escalating.

Growth mindset

You connect your work upstream and downstream. You are passionate about the company, its people, and your own development.

Requirements

Essential

• Proven experience in a Customer Success, Account Management, or client-facing Relationship role, with demonstrable impact on retention and revenue growth
• Strong relationship-building skills, comfortable working with enterprise clients and senior stakeholders, as well as the public as required from time to time
• A commercial mindset: you understand how client success translates into business outcomes and actively look for opportunities to grow accounts
• Excellent written and verbal communication, with the ability to explain technical concepts simply and persuasively
• Organised, detail-oriented, and able to manage multiple accounts and priorities simultaneously
• Well-suited to working in a fast-paced, scaling business
• Proactive use of AI tools for reporting, strategy, communications, and research
• Skilled in interrogating and analysing client data, KPIs, and related metrics
  
  

Highly desirable

• Experience in fintech, compliance, or a regulated industry
• Knowledge of KYC, AML, or identity verification products
• Experience using knowledge management, CRM, and ticketing tools (HubSpot, Jira, and/or equivalents)
• Familiarity with Microsoft Teams for cross-functional collaboration
• A track record of identifying and progressing upsell or cross-sell opportunities within a managed account base
  
  

Please note: Kord is unable to offer visa sponsorship for this role. Candidates must have the right to work in the UK without sponsorship.

Kord is an equal opportunities employer. We welcome applications from all backgrounds and are committed to building a diverse and inclusive team.