Senior Costumer Support Manager

We are looking for a motivated Customer Success Manager to shape our Customer Success function, providing customers with a voice, support, guidance, and resources to facilitate increased revenue and retention. In this role, you will support our clients to get more value by facilitating engagements from onboarding to implementation to ongoing engagement and creating a strong relationship focused on customer advocacy and retention.

Key Responsibilities

• Build relationships with a portfolio of clients to understand their needs, resolve issues, and identify upsell or new feature opportunities.
• Own the post-sale customer implementation and success process by acting as a bridge between sales, engineering, and customers, to enable a seamless transition from sales to go-live.
• Support the setup of the Customer Success and Support function, including being a key contributor to the design and execution of systems and data flows for a seamless experience.
• Nurture all customer accounts, ensuring they get the most out of the platform, expanding deal values, and identifying any upsell or new feature opportunities.
• Obsessively monitor client adoption, usage, and billing to ensure accounts ramp up as expected, with the appropriate support and pricing.
• Provide regular reports on progress of accounts and identify any changes in client engagement or sentiment.
• Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness.
• Implement data collection and feedback mechanisms to understand customer needs and assess customer health.
• Maintain customer data in our CRM and consolidate customer data feeds into a single source of truth.
• Serve as a communication hub between customers and internal team members, to maintain a strong feedback loop with product. Identify areas where we could assist clients further.

Requirements

• 4+ years of experience in a B2B / enterprise focused scale-up, focused on selling to financial institutions preferred
• Strong people skills, with an ability to build and maintain trusted relationships with diverse clients and internal team members.
• Sharp problem solver with a demonstrated ability to prioritise, self-start, meet deadlines, and contribute under pressure.
• Analytical thinker comfortable with data analysis.
• Strong project management skills, with a bias for action.
• Organised and detail oriented, with the ability to work independently and manage multiple priorities / client accounts simultaneously.
• Entrepreneurial mindset, thinking from an owner mentality about the business and how to support its growth.
• Familiarity with payments / fintech is a major plus.
• Comfortable with ambiguity and ability to create structures that can iterate and scale within that.