Responsibilities

• Design and own a structured customer insights programme across sales, solutions, account management and support, capturing use cases, objections, blockers and feature requests
• Run customer interviews, surveys, win/loss and churn analysis to understand why customers buy, adopt, expand or leave
• Segment customers by vertical, use case and product usage to find adoption gaps and expansion opportunities
• Turn insights into updates to positioning, product feedback and campaign priorities, not only reports
• Deliver a regular insights readout to Product, Sales and Leadership
• Own the customer communications strategy and calendar across product launches, feature releases, changes and deprecations
• Build lifecycle communications from onboarding through activation, expansion and retention, across email, in-product, webinars and account-led channels
• Create customer-facing assets such as release notes, product updates, onboarding guides, FAQs and use case content
• Give account managers and CSMs the messaging and talk tracks they need for customer conversations
• Set standards so customer communications stay clear, consistent and compliant, working with Legal and Compliance

Requirements

• Experience in fintech, payments, or crypto/stablecoin infrastructure
• A track record of building sales enablement programmes and systems, not just content
• Strong understanding of competitive positioning and market intelligence frameworks
• Experience implementing automation and AI tooling in marketing or sales workflows
• Proven ability to work cross-functionally and drive alignment across Product, Sales, and Marketing
• A structured, systems-thinking mindset with a bias for execution
• Languages English
• Work mode Hybrid
• Seniority Mid-level
• Eligibility United Kingdom, United States

Benefits

• Fair and competitive salary at every stage of your growth
• Meaningful ownership in the business through our employee option scheme
• Flexible working hours, with hybrid working at its heart
• A culture built on passionate, growth-minded people
• A flexible approach to holiday
• Opportunities to travel to our offices around the world
• An open and creative environment where you can help us define the future of BVNK, its culture, and its opportunity sets