Job Description
Customer Success Manager

QUALIFICATIONS:

• Proven ability to manage and retain a SMB account portfolio and/or strategic partnerships for 3+ years.
• Native fluency in Dutch.
• High level of proficiency in English and French.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Experience with CRM/CSM systems (e.g., Salesforce, Gainsight) is preferred.Experience in the payments or fintech industry is a plus. Specific experience working with SMB clients is highly valued.

SHAPE THE EVOLUTION.

We are pushing towards the next frontiers of payments technology, and we are looking for big thinkers to join our journey. People with passion, a can-do attitude, and a hunger to learn and grow. Here, you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With our empowering culture, strong technology, and extensive training opportunities, we help you accelerate your career—wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.
Learn more about life at Worldline at jobs.worldline.com.
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.
Request ID: 300599
Posting Start Date: 7/17/25
Job Area: Customer Services
Work Site: Hybrid
Contract Type: Permanent
Brand: Worldline
Job Location: Belgium - Brussels, Netherlands - Utrecht

• Develop and implement effective Customer Success Plans to maximize client lifetime value (CLTV) and partner lifetime value (PLTV) for high-value SMB clients. Foster long-term collaboration and mutual success through proactive relationship management.
• Provide comprehensive support and act as a key point of contact for all client needs, ensuring timely and effective resolution of inquiries and issues.
• Cultivate strong, collaborative relationships with key stakeholders at client and partner organizations, acting as a trusted advisor and advocate. Proactively identify and mitigate potential challenges specific to the SMB market, ensuring seamless service delivery and partnership/client success.
• Identify and initiate opportunities for expanding relationships within the SMB segment, collaborating with Partner Managers and Key Account Managers to support upselling, cross-selling, and new collaborative ventures.
• Develop and present data-driven reports and analyses on client and partner performance and satisfaction, leveraging this information to drive continuous improvement.
• Contribute to a cultural shift within the CSM team, moving from a reactive, incident-driven approach to a proactive, value-driven model focused on maximizing CLTV.
• Contribute to continuous improvement within the Customer Success team and across the wider organization, focusing on the SMB segment, proposing and implementing process enhancements.
• Actively seek alignment with stakeholders in Sales, Product Management, Support, and Management to drive improvements in processes, products, and services specifically tailored to the SMB market.
• Support colleagues across the organization, sharing expertise and providing guidance in effective relationship management within the SMB sector.Actively contribute to the team’s success, supporting management in achieving key objectives related to client and partner satisfaction and growth within the SMB market.