About Gemba: Building the “Shopify for Banking”
At Gemba, we believe you shouldn’t have to be a bank to offer banking. We are an FCA-authorised fintech scale-up providing a white-label banking infrastructure platform that empowers non-bank brands (SaaS, payroll providers, and fintechs) to launch fully branded financial services in under 10 minutes.
We are defining “BaaS 2.0” and our traction is explosive:
- Hyper-Growth: Scaled revenue 10x in a single year and crossed £1.33 Billion in Gross Merchandise Volume (GMV).
- Global Ambition: Gearing up for a Series A to fuel expansion across Europe and the US.
- Top Validation: Recommended UK Gov Banking Partner, JPMorgan Chase Fintech Forward member, and named in the Sifted 100.
- Unrivalled Security: 14 consecutive months with a zero-fraud record.
The Culture: The “Agentic Shift” We actively train every team member to use AI tools (Google Gemini, AI Studio) to automate routine administrative drudgery. We want you focusing entirely on high-value, strategic, and creative work.
How You’ll Make an Impact
We are looking for a front-office-ready, deeply technical Customer Success Engineer to own three key pillars:
1. Onboarding
- Rapid Deployment: Guide standard and complex client implementations so partners go live and earn in under 10 minutes.
- Scalable Automation: Build self-service configuration scripts and digital onboarding sequences to match our growth velocity.
- Cross-Departmental Delivery: Act as the ultimate project driver across internal Product, Engineering, and Compliance teams to get clients over the line.
2. Technical Solution Engineering
- Deep API Integration: Serve as the primary technical interface for client developers integrating our RESTful BaaS APIs.
- Proof of Concepts (PoCs): Build custom PoCs and structural diagrams to ensure seamless platform deployment.
- Technical Bridge: Investigate complex technical telemetry and act as the definitive bridge between customer engineers and internal product teams.
3. Client Success & Continuous Engagement
- Continuous Adoption: Proactively engage with onboarded clients to ensure deep platform usage and maximum long-term retention.
- Commercial Growth: Partner with clients to identify revenue-share potential, helping them monetize financial services effectively.
- Health Telemetry: Maintain a Customer Health Scorecard combining technical usage data with engagement metrics to flag at-risk or expansion-ready accounts.
What You’ll Bring to Gemba
Essential Criteria:
- Front-Office Presence: Polished, confident client engagement readiness. You can seamlessly switch between speaking to C-suite executives and core developers.
- Deep API Proficiency: Hands-on experience with RESTful APIs and the modern software integration lifecycle.
- Flawless Attention to Detail: Meticulous approach to documenting requirements, tracking SLAs, and analyzing performance data.
- Cross-Functional Collaboration: Strong communication skills and a proven track record of aligning departments to push projects across the finish line.
- Fintech Domain Experience: Proven experience in a technical, client-facing role (CSE, TAM, Solutions Architect) within Payments, Fintech, or BaaS.
Preferred (The Extras):
- Anthropic / OpenAI Certification: Highly preferred. Aligns with our internal “Agentic Shift” culture.
- Payment Rails Infrastructure: Familiarity with UK/EU rails (Faster Payments, SEPA, SWIFT).
- Compliance: Basic understanding of KYC/KYB landscapes.
What We Offer
- Competitive Base salary in a fast-scaling startup.
- Hybrid setup working out of Level39 in Canary Wharf.
- A culture of continuous learning and AI-first workflows.
To Apply: Send your CV alongside a brief note explaining why you’re ready to build the invisible engine powering global commerce.
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