Customer Success Manager (w/m/d)

at  Billie

We are Billie, the leading provider of Buy Now, Pay Later (BNPL) payment methods for businesses, offering B2B companies innovative digital payment services and modern checkout solutions. We are to create a new standard for business payments and have made it our mission to simplify the purchasing experience for all businesses making it a tool for growth. Our solutions are based on proprietary, machine-learning-supported risk models, fully digitized processes and a highly scalable tech platform. This makes us a deep-tech company building financial products, not the other way around. We love building simple and elegant solutions and we strive for automation and scalability.

WHO WE ARE LOOKING FOR:

• You have +2 years of experience in customer success, account management, or a related role
• You have been able to work with brand image and promoting value through customer experience.
• You have a good technical understanding to accommodate the customer needs and communicate this to our integration and product teams.
• You hold yourself accountable and are organized
• You are able to analyze customer data and metrics to drive insights and action plans.
• You are a real team player working well with peers, mentor when needed, and motivate your surroundings with a “Can-do” approach.
• You ideally have a background and knowledge of the Financial Service industry (Fintech / SaaS B2B / Financial Service Consulting industry).
• You have excellent verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively.
• You have been able to work with Salesforce or similar CRM systems.
• You are fluent in German and English.

As our Customer Success Manager you will have the unique opportunity to contribute to Billie’s growth of the existing business. You will be responsible for supporting and maintaining the entire portfolio of strategic accounts across DACH. Working hand in hand with our Key Account Managers, you will play a pivotal role in Billie’s retention and success as market leader for B2B BNPL payment solutions.

More specifically, this entails:

• Supporting the Account Manager in retaining the business and reaching targets to grow the yearly total payment volume of your joint merchant portfolio (increase business’ revenue potentials and minimize churn rates).
• Track and report on key performance indicators (KPIs), ensuring customer success and satisfaction goals are met.
• Acting as the interface between customer support, sales, engineering, collections, product management and other internal stakeholders.
• Ensure merchant questions and concerns are addressed in a timely manner in the different departments and channels (monitor support tickets in Jira and Salesforce)
• Fraud detection and reporting to the risk team and helping the collections team with debt collections, checking and analyzing dunning procedures.
• Being fluent in German and English (ideally + one more language) - you will know the lingo, the trends, and the challenges that our clients are facing and how they correspond with the solutions we offer.
• Support the Key Account Manager in the upsell and renewal process to drive additional value.
• Structure daily operational tasks and act on ad hoc duties in a timely manner.