Senior Manager, Customer Success Management
Senior Manager, Customer Success Management
ABOUT US
Enfuce is a one-stop shop for modern card issuing and payment processing. Founded in 2016, Enfuce has become one of Europe’s leading payment processors that delivers cutting edge debit, prepaid, and credit card solutions across Europe and scaling globally, with offices in Finland and the UK. With Enfuce card solutions, traditional banks, neobanks, and fintechs can create next-level payment experiences for their end users now and into the future.
Enfuce has raised a total of €70,5 million in several funding rounds and been awarded with recognitions like the Visa Fintech Fast Track programme, Mastercard LighthouseDevelopment Programme, and 2019 PayTech Award for Best Payments solution for Payment Systems in the Cloud.
To reach our ambitious goals and become the World’s Number One payment provider, we need you to join us as a Senior Manager, Customer Success.
WHAT’S IN IT FOR YOU?
What does working at Enfuce mean?
At Enfuce, one of our key characteristics is constant knowledge sharing and willingness to help each other. On top of this, we’ll offer you:
- A well-designed onboarding program in order to get you up to speed on things
- Along with excellent compensation package, including salary and a stock option program to share the success
- Flexible working hours and location
- Freedom to own your work
- Plenty of room for personal growth
This is a permanent position and you would be working either from the Helsinki or London office but we are a modern workplace where remote working is also considered.
JOB OVERVIEW:
Reporting into the VP Customer Success, the Senior Manager, Customer Success, plays a pivotal role in ensuring the success, retention, growth & advocacy of our customer base.
This role involves managing a team of Customer Success Managers, developing strategies to enhance customer satisfaction & NPS, and collaborating across departments to improve the customer experience.
The ideal candidate will have a strong background in customer success management, excellent leadership skills, and a data-driven approach to achieving business goals.
YOUR EXPERIENCE & SKILLS
Experience:
Team Leadership: Lead, mentor, and develop a team of Customer Success Managers, ensuring they are equipped to deliver exceptional service and meet key performance metrics.
Customer Retention and Growth: Develop and implement strategies to reduce customer churn, increase renewals, and identify opportunities for upselling and
cross-selling.
Process Optimization: Continuously improve customer success processes, leveraging best practices and technology to enhance efficiency and scalability.
Customer Relationship Management: Build and maintain strong relationships with key customers, acting as a senior point of contact for escalations and complex issues.
Cross-Functional Collaboration: Work closely with Sales, Product, BINSponsorship, and other departments to ensure a unified approach to customer success and address systemic issues.
Data-Driven Insights: Analyse customer data to track key metrics, such as customer health scores, NPS, and CSAT, and use insights to drive strategic decisions.
Customer Advocacy: Serve as a customer advocate within the company, ensuring customer feedback is considered in product development and strategic planning.
Training and Development: Create and oversee training programs for the customer success team, ensuring they stay updated on the latest product features and industry best practices.
Reporting and Accountability: Report regularly on team performance, customer satisfaction, and other relevant metrics to senior management.
Skills:
- 6-8 years of experience in customer success, account management, or a relate role, with at least 4-5 years in a leadership or management position.
- Strong leadership and team management skills, with a proven ability to develop and motivate high-performing teams.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organisation.
- Strategic thinker with a data-driven approach to decision-making and problem-solving.
- Proficiency in customer success software (e.g, Salesforce, Zendesk, Thoughtspot)
- Ability to handle escalated customer issues with a calm and solutions-oriented approach.
HOW TO APPLY?
If you feel you've got the attitude needed for the opportunity, we would absolutely love to hear from you.
Just click "Apply for this job" and leave your information - we'll contact you!
How we’re going to evaluate your application
We will put emphasis on your previous track record, demonstrated skills with project management, and your ability to show a solution-focused attitude.
In the recruitment process we will value a show of attitude demonstrating respect for others, curiosity to learn more, and being accountable for your actions.
A background check for employment is conducted for this role.
#LI-DNI
- Department
- CSG
- Locations
- London
London
About Enfuce
We bring together the brightest minds and best technology to help visionary leaders drive transformative business growth and exceptional customer engagement. Together we solve customer challenges and extend financial inclusion across society.
Founded in 2016, Enfuce is a global company with teams in Finland, Germany, Sweden and the UK. Enfuce, a female-founded fintech, has raised a total of €62 million in several funding rounds – including one of the highest investment rounds raised by a female-led business.
Whether you’re building your career, leading change from the front or looking for new challenges, Enfuce can help you flourish. While we champion community and collaboration, we recognise the importance of your individualism. Every employee brings something unique to the table. Our environment fosters the best work from everyone and empowers them to make a meaningful, valuable difference every day.
Senior Manager, Customer Success Management
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