Equifax
Principal Customer Success Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Equifax is where you can power your possible.
If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
A Principal Customer Success Manager (PCSM) must be a proactive self-starter who maintains an owner’s mindset toward their client portfolio. The core of this role involves partnering closely with clients to identify and meet their specific business objectives, ensuring they derive maximum value from our solutions. Through this proactive support, a PCSM effectively drives customer satisfaction, product adoption, long-term retention, and revenue expansion.
Furthermore, managing banking clients requires a specialized skill set that extends beyond standard relationship management. Because banks operate in highly complex, heavily regulated environments with stringent security protocols and extended adoption cycles, it is vital that a candidate possesses a good understanding of these unique institutional challenges to be successful.
What you will do
- Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
- Maintain a deep understanding of our solutions, client base, and best practices
- Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
- Educate clients on business value of solutions and application of best practices
- Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
- Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity.
- Assess customer health by monitoring product usage, reported issues, and other success metrics
- Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams
- Identify trends and relay feedback internally to appropriately address underlying issues
- Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed
- Actively participate in the customer life cycle process, from prospect to renewal
- Participate in CSM programme development and improvement activities
- Facilitate customer account changes, product set up and billing research/corrections
- Work with Sales and other Learning & Development teams to facilitate customer training as needed
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What experience you need
- Strong experience in a Customer Success, Account Management, or other Client-Facing role
- Bachelor’s degree (or higher) required, or the equivalent years of industry experience
- Ability to troubleshoot and solve business and basic technical problems.
- Requirement for a foundational understanding of banking regulations (e.g., GDPR, FCA guidelines)
- Ability to effectively manage daily client communications, including escalations and problem management situations
- Banks are heavily siloed. A successful banking CSM must be adept at building consensus across multiple departments, including IT, Information Security, Legal, Procurement, and the actual business line users.
- Must be able to work autonomously and collaborate as part of a team
- Change moves slowly in financial institutions due to necessary risk and compliance checks. The candidate needs exceptional patience and project management skills to keep momentum alive over a 12-to-18-month adoption process.
- Ability to travel occasionally (up to 25% of the time)
What could set you apart
- Possesses strong analytical skills, process improvement and project management capabilities a plus
- Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
- Exhibits confidence and is calm under pressure
- Understand the end-to-end banking customer journey, from customer acquisition and loan origination to account management and collections.
- A good working knowledge of financial regulations (such as FCA guidelines, GDPR, KYC/AML rules, and Fair Lending practices) to understand the constraints and pressures their clients face.
The Perks of being a Equifax Employee?
We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more! We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Primary Location: GBR-Contract-Home-Based-Remote
Function: Function - Sales and Account Management
Schedule: Full time
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
For US Applicants
If you'd like more information on your EEO rights under the law, please view our EEO is the Law Declarations, and Nondiscrimination Provision. If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.
Equifax participates in E-Verify and Right to Work (English and Spanish).
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location