About Flow

Flow builds embedded finance products that live inside the software businesses already use. We help partners ship banking-grade capabilities (payments, accounts, onboarding, automation) with a great user experience.

The Role

This is not a “hand-offs only” Customer Success role.

At Flow, Customer Success means owning outcomes for partners and customers and actively driving new business. You will help existing partners/customers succeed, expand usage, and reduce churn. At the same time, you will proactively identify and pursue new opportunities, from outbound outreach to running the early sales cycle until handover.

You’ll be the voice of the customer inside Flow, working closely with Product and Engineering to make sure we ship the right improvements, and with Leadership to align on commercial priorities.

What you’ll do

Customer Success (retain & grow)

• Own relationships with key partners and customers, from onboarding to long-term adoption.

• Drive adoption of Flow modules by aligning stakeholders, defining success plans, and removing blockers.

• Proactively monitor health signals (usage, support themes, adoption milestones) and act early.

• Run regular business reviews: what’s working, what’s not, and what we do next.

• Identify expansion opportunities within existing accounts (new modules, higher usage tiers, new teams).

New business (hunt)

• Build and maintain a pipeline of new prospects that are a fit for Flow in cooperation with the leadership team.

• Do targeted outbound: research, outreach, follow-ups, and meeting setting.

• Qualify opportunities (problem, urgency, stakeholders, decision process, constraints).

• Run discovery calls and translate needs into a clear solution narrative.

• Coordinate internal input (product, tech, compliance) for proposals and pilots.

• Close deals together with leadership, then hand over cleanly into onboarding and success.

Cross-functional collaboration

• Turn customer insights into clear product feedback (problems, impact, examples) and help prioritise.

• Coordinate launches, rollouts, and change management with partners.

• Improve success playbooks, onboarding materials, and internal handover rituals.

What we’re looking for

• Experience in Customer Success, Account Management, or Sales in a B2B SaaS environment.

• Comfortable owning a commercial number: pipeline, expansion, renewals, and clear forecasting.

• Strong discovery skills: you ask great questions and can get to the real problem fast.

• Excellent communication: crisp writing, clear updates, confident stakeholder management.

• High ownership and follow-through. You spot what needs doing and you make it happen.

• You enjoy working with product and engineering teams and can handle technical topics (APIs/integrations) without needing to be an engineer.

Bonus points

• Experience in fintech, payments, banking, or embedded finance.

• Experience selling through partners or into platforms/ecosystems.

• Experience with longer sales cycles and multiple stakeholders.

Why Flow

• Real ownership: you will shape how we do success and growth.

• Work on complex, meaningful products that ship into partner and customer ecosystems.

• Flexible setup, strong team collaboration, and a focus on quality.