Customer Success Analyst

Tunic Pay
Tunic Pay

IT, Sales & Business Development, Customer Service

GBP 45k-60k / year + Equity

Posted on Aug 5, 2026
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We’re looking for a data guru based in London to join our fintech startup at the ground floor and turbo-charge it. If you are excited about data analysis, customer insights and product development, as well as contributing to the battle against scams and financial crime, read on to learn more ⬇️

About the role 🎭

This is an opportunity to build our customer success and analytics motion from the ground up. You’ll work hands-on with some of the largest banks in the UK (and increasingly globally), as part of a lean, high-calibre GTM team, sitting at the intersection of customer, product, and data — owning the outcomes that matter: adoption, impact, and expansion.

Commercial Strategy & Analytics

Lead pilots into successful rollouts: analyse usage and performance data to uncover trends and adoption patterns, synthesise insights into clear expansion strategies, run weekly pilot meetings and client stakeholder workshops using data to guide decisions, and prepare concise materials (proposals, reports, meeting plans) that move partnerships forward (which requires owning relationships and customer initiatives) to expand revenue opportunities.

Building the Customer Success Function

Help shape customer success and analytics as a core function from the inside out: build the dashboards, reporting, and data infrastructure that make performance visible; design the processes and playbooks that turn one-off wins into a repeatable motion; and put in place the structure that lets the function scale as we grow.

Product Action

Translate the data insights into product action: identify friction points and blockers, surface adoption insights and metrics to the product team, recommend features or UI improvements, and help prioritise enhancements based on customer impact.

Anything 🤷🏻‍♀️

The role will evolve — be ready to take on varied projects as the business grows.

About you 🤓

Here are some thoughts on who would be successful at the role. We know we won’t be able to assess these from your resume, but our interview process will be designed around them:

  • A Data & Analytics Powerhouse: someone who can independently turn messy, incomplete data into clear insights and compelling metrics that move senior stakeholders to act — combining analytical rigour with the tenacity to make progress without waiting for perfect information.
  • A Radical Owner: Whether it's leading a weekly pilot review or digging through imperfect data, you see all tasks as important and assume full ownership — and you orient towards “what is going to help this business & people move faster”.
  • A Raconteur/se: You love to tell clear, compelling stories — across dashboards, reports and stakeholder meetings — and can turn complex or ambiguous information into narratives that drive decisions.
  • An Auto-didact: One day you’ll be analysing adoption patterns; the next understanding a bank’s fraud-ops workflow. You learn fast, independently, and love using AI.

    • The hard skills we’ll value

    As we look at profiles, here’s what we’ll be scanning for:

  • Prior experience: you’ve worked in data science, data analytics or business analytics at a startup (preferable), tech, consulting or other corporate. You’ve had at least 1 year of experience in that and are super competent in excel / sheets, SQL (or equivalent), PowerBI (or equivalent).
  • Analytical: you can structure a question, pull and shape the underlying data yourself (strong in spreadsheets; SQL or similar a plus), define the right metrics, and build an analysis that holds up to scrutiny.
  • Communication: you write precisely and clearly. You can distil complex data and performance metrics into clear, compelling narratives
  • Entrepreneurial energy: You have worked at smaller companies or standalone initiatives. You’ve done so without resources and structure.
  • Product exposure: not required, but experience working with a technical product and a baseline understanding of how software products are built and operated is preferred.
  • AI Native: prior experience with AI tooling and vibe coding dashboards / success tracking tools

    • Not got 100% of qualifications? Research shows that women and under-represented minorities are less likely to apply for a role if they do not have 100% of the requirements. We’re paying attention to this, so please feel free to apply regardless (<2mins) or send us a note on info@tunicpay.com if you’d like to discuss if there’s a fit.

    About Tunic Pay 🎽

    Tunic Pay is building the Payment Context Protocol for all money movement — an intelligence layer that runs a real-time investigation on a payment, giving banks (and their customers) rich, explainable context on who they’re paying and why, so scams can be stopped and genuine payments can flow.

    At the core is an investigation engine that:

  • Classifies the payment and plans the next best questions/steps,
  • Runs a live, multi-source investigation across public, proprietary, and shared data — often unstructured, messy, and not available via clean APIs,
  • Returns risk signals and the right intervention — either breaking the spell for high-risk cases or releasing genuine payments faster while reducing operational burden.

    • This intelligence is delivered dynamically across the payment journey — embedded directly in digital banking flows, used by fraud agents, or triggered post-alert — enabling banks to intervene at the right moment, with the right message, for the right customer.

    Our protocol is increasingly powered by specialised AI agents that optimise customer interactions, drive investigations efficiently, and support faster, more consistent decision-making — reducing false positives, handling time, and repeat customer contact.

    As our intelligence compounds, our ambition is scale: to overlay the Payment Context Protocol on as many payments as possible — 3.6 trillion payments annually — and make trusted, seamless transactions the default.

    Okay nice in theory but what about results…

    We’re early and moving fast. Tunic Pay is already working with some of the largest banks in the UK, with deployments expanding globally and delivering measurable reductions in scam losses and fraud operations workload.

    We have an incredible team of cyber/fintech/AI veterans (backgrounds at Cloudflare, Elliptic, Monzo, Palantir, Quantexa, Wise etc), and were lucky to have our Series A pre-empted.

    This is our opportunity to lose.

    About us 👋

    Nicky (co-founder) previously co-founded Nova Credit, helping immigrants access credit. We’ve served millions of immigrants, raised over $130M (GC, Index, KPCB), built a team of 100+ people across three continents. Before that it was Stanford MBA, Bain, international development, and Cambridge. 🇬🇷-🇬🇧 married to🇰🇷-🇺🇲, parent, intermittent reader/runner, smack talker.

    Nico (co-founder) spent the last 4 years as CEO of Casai, LatAm’s largest short-term rental operator with almost 2k apartments in 🇲🇽 and 🇧🇷 and hosted >100k guests. Previously met Nicky as Nova Credit’s first biz hire right after the seed round. Started career @ BCG after studying at Yale 🐶 & Oxford. Born in 🇵🇭 & grew up in Memphis, TN, the birthplace of rock & roll 🎸.

    Cyrus (engineering lead) has experience across a wide range of industries and has built large-scale systems in a variety of sensitive contexts from banking 🏦 to defence 🛡️. Has been working with Nicky and Nico since 2023. Ex-Palantir and Morgan Stanley, before that Imperial College. Statistically most likely to be found walking my dog 🐕 and would often rather be climbing rocks 🧗‍♂️.

    🍃 Our values

    Designer (12).jpeg

    Yes, and.

    This business needs creativity – we value well-channelled positivity (and the discomfort of ideation!) above intellectual scepticism.

    Designer (15).jpeg

    Change, and speed, is the only constant.

    We prize flexibility and velocity. We don’t overpromise on a single strategy or career path. Nor do we value effort (sorry!). Instead, we are focused on outcomes + efficiency⚡

    Memorable design.png

    Straight-shooters.

    We tell it like it is. To our customers, our investors, ourselves. There is no room for ethical shortcuts, and we’re taking the decades-long view.

    Designer (8).jpeg

    Pranksters, not fraudsters.

    We’re serious about our work, but not about ourselves. We delight in bringing a little troll spirit.

    Work dynamics

  • In person: 3+ days a week jamming together in our London office (Holborn). Fridays in particular together for team lunch & weekly reflections.
  • Travel: we have regular in-person customer meetings and site visits both in London and across the UK.
  • Visa sponsorship: Yes!
  • Benefits: Bupa health insurance, pension, WeWork global membership, weekly lunch (+ daily free coffee / snacks).

    • Last but not least, the interview process ⏳

    We are seeking to make our interview as experiential as possible in order for both sides to get the most signal on what it would be like to work together.

  • Initial application (<2 mins): Submit your LinkedIn/ CV and a writing sample in the application link below (we don’t believe in cover letters or unnecessary work here!)
  • Mutual screening call (25mins): A call with Michael (the hiring manager for this role) or another member of the GTM team. We'll cover your motivations, background, and what you're looking for - this is as much for you as it is for us!
  • Virtual whiteboarding session (30 mins): A call with one member of the GTM team. No prep needed; we'll work through a real business problem together on a shared whiteboard, just as we would day-to-day. We're looking for how you think, not what you already know.
  • Take-home task (45mins): You take on a piece of work and present/discuss your findings with the GTM team, just as you would at Tunic. This happens in person at our office.
  • In-person shadowing (1-2hrs): You come into our office to meet the wider GTM team, gain an insight into Tunic’s day-to-day: the problem-solving, communication and fun (!).
  • Offer: Ideally over lunch / dinner!

    • Compensation will vary based on experience, and we are targeting a range of £45-60K + options (we will be using a standard methodology of determining total equity packages as 80% of one year’s salary)

    If you think you’d succeed at the role, apply here!

    Apply now
    See more open positions at Tunic Pay