Senior Customer Success Manager - High growth Fintech scaleup

My client is a dynamic and rapidly growing fintech startup dedicated to revolutionizing the payments industry with cutting-edge digital solutions. The company's mission is to provide seamless, secure, and innovative payment services to businesses and consumers worldwide. As the company scales, it is seeking a passionate and experienced Senior Customer Success Manager to join the team and drive customer satisfaction and success.

Position Overview: The Senior Customer Success Manager will be responsible for developing and executing strategies that ensure customers achieve their desired outcomes while using the company's payments solutions. This role requires a customer-centric thinker with deep expertise in customer success, excellent communication skills, and the ability to lead and inspire a team. The Senior Customer Success Manager will work closely with cross-functional teams to drive customer satisfaction, retention, and growth.

Key Responsibilities:

• Customer Success Strategy:

  • Develop and implement a comprehensive customer success strategy aligned with the company’s goals and customer needs.
  • Identify opportunities to enhance the customer experience and drive customer engagement.

• Customer Relationship Management:

  • Build and maintain strong relationships with key customers, acting as their trusted advisor and primary point of contact.
  • Proactively manage customer accounts to ensure high levels of satisfaction and retention.

• Onboarding and Training:

  • Oversee the customer onboarding process, ensuring a smooth transition and successful implementation of the company’s payment solutions.
  • Develop and deliver training programs to educate customers on product features and best practices.

• Customer Support and Issue Resolution:

  • Collaborate with the support team to resolve customer issues promptly and effectively.
  • Escalate and manage critical issues, ensuring customers receive timely and satisfactory resolutions.

• Data Analysis and Reporting:

  • Utilize customer data and feedback to identify trends, measure success, and make data-driven decisions.
  • Provide regular reports and insights to senior management on customer success metrics and initiatives.

• Leadership and Mentorship:

  • Lead and mentor a team of customer success managers, fostering a collaborative and high-performance culture.
  • Provide guidance and support to ensure the team meets its goals and delivers exceptional customer service.

Qualifications:

• Bachelor’s degree in Business, Finance, or a related field; MBA or advanced degree preferred.
• 5+ years of experience in customer success or account management, preferably in the payments or fintech industry.
• Proven track record of managing and growing customer relationships.
• Strong understanding of payments trends, technologies, and customer success best practices.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills, with the ability to influence and inspire stakeholders at all levels.
• Experience with customer success tools and CRM software (e.g., Salesforce, Gainsight).
• Passion for innovation and a customer-centric mindset.

Benefits:

• Competitive salary and equity options
• Comprehensive health, dental, and vision insurance
• Flexible working hours and remote work options
• Professional development opportunities
• Collaborative and inclusive company culture
• Opportunity to make a significant impact in a fast-growing fintech startup