Customer Success Manager
Customer Success Manager
Hybrid Role - Based in Bucharest, Romania. 3 Days a week in office.
About Us:
Payset is a UK-based online international payments solution authorised by the UK Financial Conduct Authority (FCA) as an Electronic Money Institution (EMI) that provides multi-currency accounts and currency exchange to businesses around the globe. We are focused on cultivating personal, long-term working relationships with our business clients, fine-tuning the technology of our products, and expanding into new markets and industries. Our daily goal is to save clients time and money and open up new regions and possibilities for their business by simplifying how they pay and get paid locally and internationally.
At Payset, our mission is to streamline financial management for businesses large and small by providing seamless cross-border payment solutions and affordable, instant currency exchange from a simple online portal. We rely on an elite team of fintech experts on the technical and customer service sides to achieve this. Join our pursuit to become the world's most innovative EMI!
Position Summary:
As we continue to grow, we seek a dynamic and experienced Customer Success Manager to join our growing team. The ideal candidate is passionate about customer satisfaction, retention, and growth. As a Customer Success Manager, you will ensure our clients derive maximum value from our products or services. You will collaborate closely with cross-functional teams, providing insights to improve customer experience and contribute to overall business success.
About you:
You are passionate about Customer Success and thrive on resolving customer issues. Your pursuit of excellence is relentless, both professionally and personally. Your strengths are handling large customer volumes, interpreting data, and solving complex problems. Building solid relationships with customers or internal stakeholders is second nature to you. You're excited about joining a growing team like ours at Payset, renowned for its commitment to Customer Success excellence.
Key responsibilities:
Adoption:
- Guide new customers through the adoption process, ensuring a smooth transition and successful adoption of our products or services.
- When needed, educate customers on product features and best practices.
Account management:
- Monitor customer accounts and proactively address any issues or challenges.
- Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
Customer Advocacy:
- Encourage satisfied customers to become advocates and participate in case studies, testimonials, and referrals.
- Leverage positive customer experiences to strengthen the brand and attract new business.
Customer feedback & analysis:
- Gather and analyze customer feedback to identify trends and areas for improvement.
- Collaborate with the Product team to relay customer insights for product enhancement.
Data & analytics:
- Define data-driven customer journeys, mapping out strategic touchpoints to maximize engagement and satisfaction.
Metrics & reporting:
- Establish and monitor key performance indicators (KPIs) related to customer success and satisfaction.
- Generate regular reports on customer success metrics and present findings to the leadership team.
Collaboration with cross-functional teams:
- Work closely with all GTM functions at Payset, including Marketing and Sales, to align customer success strategies with overall business objectives.
- Share customer insights to improve product development and marketing strategies.
- Collaborate closely with Customer Support to ensure smooth, frictionless customer experience.
Qualifications:
- Bachelor's degree in business, marketing, or a related field.
- Proven experience in Customer Success or Account Management in a high-growth tech company.
- Successful track record of managing large portfolios of consumer and SME clients.
- Possess an analytical, data-driven, and process-oriented mindset, utilizing insights to drive strategic decision-making and enhance Customer Success strategies.
- Excellent English communication and interpersonal skills.
- Proven ability to thrive in a small team environment, exhibiting exceptional communication skills and a willingness to collaborate.
- Strong problem-solving abilities and a proactive mindset.
- Familiarity with Customer Success platforms; familiarity with Gainsight a plus.
- Demonstrated success in driving customer satisfaction, retention, and growth.
- Experience in the Fintech space a plus.
- Locations
- Bucharest
- Remote status
- Hybrid Remote
Bucharest
Our Perks & Benefits
-
🏄🏻♀️ 30 days paid vacation
We value that you get more time with your family and friends. Therefore we offer everybody 30 days paid vacation. -
🕐 Flexible working hours
We value work-life balance highly, therefore we have flexible working hours. -
🥯 Breakfast at work
Every day we got breakfast at work. We want to make sure our colleagues have the energy to do their work properly. -
Regular social & team events 🕺
Once a quarter we celebrate our successes as a team.
Workplace, Culture & Diversity
Corporate culture is essential to allow the organization to differentiate itself. In terms of image on the one hand, it has strengths both internally and externally to consumers. It is indeed a source of cohesion and motivation of employees and it limits conflicts. With customers, it conveys a positive image and can develop a feeling of closeness to the company or even become a criterion of choice.
Customer Success Manager
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