Hi, we’re Penfold
Penfold is building the pension of the future. We’re dragging the multi-trillion pound pension industry out of the dark ages. Think about how challenger banks have changed banking. We’re demystifying pension to make them universally accessible, engaging and exciting so we can help everyone save enough for later life.
We have over £15 million in funding and are backed by from some of the world’s most successful fintech investors & entrepreneurs.
We are an FCA regulated pension provider, offering tens of thousands of consumers a totally digital pension experience via our mobile app, helping hundreds of businesses run their workplace pension, and tracking down hundreds of millions of pounds in lost pension pots for all our customers.
The role
We’re looking for a Head of Account Management and Customer Success Lead to lead our team serving a growing list of amazing clients. Someone who is excited to partner with clients on their benefits and pensions. We have a small team of three serving our current employer base and you would be responsible for leading and managing them and building structure and processes for future growth.
Every company in the UK must, by law, provide their staff with a pension scheme – this is great, because pensions are so important and everyone should be saving for later life! But, company pension schemes are, without fail, terrible. They’re horribly painful for HR and Finance teams to work with and use every month, they invest customers money poorly and not in line with customers values, and they’re often expensive. This is where you come in; helping build the team that will enable our employers and employees navigate their pension scheme and becoming their trusted partner.
Your job as a Head of Account Management and Customer Success is to lead and build our implementation, onboarding and customer success teams. This team helps our employers set up with Penfold, as well as utilise our pension scheme as a true company benefit.
We’re a hyper-growth company: if you overachieve in your role as much as we’d love you to, there will be plenty of opportunities to grow as we grow.
Here’s some of the stuff you’ll be doing:
- Managing our team of onboarding, implementation, and success professionals to maximise employer satisfaction and commercial value for Penfold.
- Ensuring our consistently high satisfaction with employers and employees using Penfold. Helping to go above and beyond to make sure they are delighted with their pension experience.
- Helping onboarding and success managers with any challenging queries and issues.
- Working with sales and onboarding teams to ensure, quick speed of onboardings as well as high engagement rates in initial onboarding.
- Helping success managers with long term success and management of key accounts including review structure and ongoing engagement initiatives.
- Helping employers and employees manage transferring their old pensions and the benefits of this. Solving a key headache of people having pensions scattered across multiple pension pots.
- Helping employers think through their pension offering and how to communicate around pensions alongside their other benefits. Fitting in to employers' wider benefits strategy.
- Demonstrating to employers the value and benefit of a pension for them. Including saving money via salary sacrifice, and showing their employees their investment in them. E.g. helping them understand the return on investment of their pensions, something that no other pension provider has done yet!
- Helping our team onboard new types of clients including intermediaries (accountants, payroll bureaus etc) that enable Penfold to reach multiple employers at once.
- Work with our product team to feedback employer and employee concerns to help us improve our product.
Skills and experience:
- Significant - i.e several years experience in Onboarding or Customer Success in B2B SaaS
- Some experience of leadership or management of onboarding and customer success teams.
- You’ve been a key part of a fast growing SaaS organisation in their Onboarding or Customer Success teams
- Experience in the early stages of a Technology business - Enjoy doing unscalable things for a while; we haven’t automated or perfected each process so there are times we roll up our sleeves to do something manual then learn and automate
- Enjoy dealing with customers, and have a genuine desire to make them happy
- Enjoy leading and managing a team
- Be comfortable in working in a fast-paced environment with the ability to work to deadlines and juggle multiple, often changing priorities
- Be enthusiastic, motivated and eager to learn
- Find the idea of working for an early stage tech startup really exciting
- Care about our mission to keep an entire generation out of poverty in retirement
- Be prepared to work hard!
Ultimately, we’re looking for smart, hardworking & energetic people who get stuff done & are committed to contributing to a great team. So, if you’re excited about what we’re doing, get in touch – definitely don’t be put off if you don’t tick every box!
Benefits
We’re working hard to create a working environment where people feel empowered to do their very best work, make a big impact, and enjoy what they do.
Right now we’re still a small team, but we’re well funded and growing rapidly. As one of our first 70 employees you’ll not only have a huge say in defining our culture & what it’s like to work here, but you’ll have uncapped opportunities for progression, learning and exposure to different areas of the business.
Specifically, our benefits package includes:
- A competitive salary – we proactively review salaries to make sure you get what you deserve (i.e., we’ll review more than once a year)
- Meaningful share options – you’ll own a part of Penfold and share in our success
- A 10% Pension contribution each month that you don’t need to match (on top of your salary)
- Medical insurance – through Vitality you get access to Private GPs, Physio, Counselling services and great discounts and offers (think 50% off PureGym memberships, free Apple Watches)
- Unlimited holidays – we’re interested in your output, not how many holidays you go on!
- Remote working – we get together once a month and have an awesome office you can use anytime but we are a remote-first company. You can work from anywhere in the UK. We trust you to get your work done in whatever environment suits you
- Flexible working – we hire competent and capable people, we trust you to get the work done at a time that suits you
- Great office space – plenty of people come into our wonderful private office space in Uncommon Borough a few days a week, come along as much as you’d like!
- Free company lunch every week (e.g., Borough Market, Mercato Metropolitano)
- Best-in-class MacBook and any WFH equipment you need
- The option to buy a bike tax free, and spread the cost over several months (cycle to work scheme)
- Learning & Professional Development – we conduct regular 360 feedback and focus on role progression that suits each individual. We support everyone with courses, events and coaching to help everyone reach their goals
- Quarterly company socials (and regular meetups throughout the year too)
Find out more about our benefits, our values and our ways of working on our Meet the Team page
Our Office
We’re a remote first business although we have a large private office at Uncommon Borough, a large co-working space full of other awesome tech startups and more plants than a garden centre.
Uncommon has their own exercise studio for free weekly Yoga and HIIT classes, monthly drinks & Tuesday teatime, bike racks, showers, an excellent café, and a whole bunch of communal spaces you can work from when you need a change (including a roof terrace).
We’re 6 minutes walk from London Bridge station & Borough Market (and 30 seconds walk from Borough station).
Our application process
We’ll have a very quick introductory call to properly introduce you to Penfold, find out more about your experience so far and career aspirations, and make sure you get a chance to ask any questions you might have.
Then there will be a take-home task so we get a better feel for how you work. And finally, we’ll organise a session with one of our Co-Founders and a small group of people from around the business.
We are 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. If you have questions about the role or the company or the interview process, please let your recruiter know and we’re happy to answer these anonymously if that makes you feel more comfortable.