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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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