Start Date
Immediate
Expiry Date
23 Dec, 26
Salary
80000.0
Posted On
24 Sep, 26
Experience
19 year(s) or above
Remote Job
Yes
Telecommute
Yes
Sponsor Visa
Yes
Skills
Industry
Travel & Tourism
Your main mission is to transform Customer Success – currently a cost center for Flatpay – into a revenue engine. The specific goal is to unlock over €10 million in additional revenue for Flatpay that currently goes untapped in customer interactions. At the same time, you must ensure that every merchant has an excellent post-sale experience – from installation and activation to ongoing support. Every touchpoint with the merchant is an opportunity to generate additional revenue for Flatpay – surcharge/DCC activation, instant payouts, capital, POS upsells, etc. You will be building this commercial pillar of Customer Success from the ground up.
A signed customer only has value once they're activated and generating TPV (Total Value); any cancellation before activation represents a complete loss of CAC (Customer Acquisition Cost). Customer Success is the function that addresses this critical threshold: fast, seamless activation, excellent technical support, and early detection of risk signals. At the same time, every customer interaction currently represents untapped revenue potential from surcharge/DCC activation, instant payouts, and capital via POS upsells—all of which are not yet being systematically leveraged. You'll be building exactly that: Customer Success will become the function that unites activation, customer satisfaction, and revenue expansion within a single team.
Build Customer Success as a revenue driver. Develop the commercial operating model for Customer Success from the ground up: Where in the customer interaction can surcharge/DCC activation, instant payouts, capital, POS upsells, etc., be systematically implemented? Define processes, scripts, incentives, and goals that empower your team to actively generate revenue from service interactions without compromising service quality.
Service and activation quality. Responsible for the entire post-sales process from onboarding to ongoing support. Reduce the time to activation and lower the dropout rate in the activation funnel.
Performance and business acumen. Early detection of whether a cluster of churn reasons (e.g., technical problems, service dissatisfaction, lack of usage) stems from a people, process, product, or data issue before it manifests as infancy churn or silent churn. Confident handling of activation rates, silent churn metrics, waiting share, and expansion revenue drivers (surcharge, capital, POS/eCom upsale).
Leadership and organizational scaling. Build a resilient team leadership structure and clear escalation channels. Design spans of control, shift planning, target systems, and incentives so that service quality AND revenue responsibility scale simultaneously as the portfolio grows.
Cross-functional collaboration. Work closely with Tech Ops, KYC, Sales Support, Product, and the Portfolio/Retention team. Transform recurring frontline signals (e.g., frequent technical issues or untapped upsell potential) into concrete product, process, and revenue improvements.
Processes and tools. Responsible for onboarding and QA standards for the Customer Success team, ticket and case management, escalation processes, and reporting on activation, response times, customer satisfaction, and revenue generated by Customer Success.
Culture. Service-oriented and commercial at the same time – responsible, solution-driven, with team leads who actively manage performance instead of just documenting it, and who understand that good service and revenue responsibility are not mutually exclusive.
Customer Success measurably contributes to the NDR, not just on the cost side. Progress is on track towards the target of over €10 million in additional revenue. Higher activation rates and shorter time to activation. Decreasing technical and service-related cancellations. Low waiting share in the portfolio. A newly established, functioning revenue model within Customer Success with a clearly measurable contribution from surcharge/DCC, capital, instant payouts, and upsale activities. A stable, increasingly independent team leader level with low turnover.
Leadership style and personal characteristics
Service-oriented and solution-focused, but with a genuine commercial drive – you don't just want to solve problems, but actively generate revenue. Hands-on when things get hectic on the front lines – while simultaneously systematically building processes, incentives, and leadership so that the team scales not through personal involvement, but through structure.
Direct, responsible, and data-driven. You're more of an entrepreneur than an administrator: you want to completely rethink a function that currently incurs costs and transform it into a revenue driver.
Must-haves
Nice-to-haves
Your main mission is to transform Customer Success – currently a cost center for Flatpay – into a revenue engine. The specific goal is to unlock over €10 million in additional revenue for Flatpay that currently goes untapped in customer interactions. At the same time, you must ensure that every merchant has an excellent post-sale experience – from installation and activation to ongoing support. Every touchpoint with the merchant is an opportunity to generate additional revenue for Flatpay – surcharge/DCC activation, instant payouts, capital, POS upsells, etc. You will be building this commercial pillar of Customer Success from the ground up.
A signed customer only has value once they're activated and generating TPV (Total Value); any cancellation before activation represents a complete loss of CAC (Customer Acquisition Cost). Customer Success is the function that addresses this critical threshold: fast, seamless activation, excellent technical support, and early detection of risk signals. At the same time, every customer interaction currently represents untapped revenue potential from surcharge/DCC activation, instant payouts, and capital via POS upsells—all of which are not yet being systematically leveraged. You'll be building exactly that: Customer Success will become the function that unites activation, customer satisfaction, and revenue expansion within a single team.
Build Customer Success as a revenue driver. Develop the commercial operating model for Customer Success from the ground up: Where in the customer interaction can surcharge/DCC activation, instant payouts, capital, POS upsells, etc., be systematically implemented? Define processes, scripts, incentives, and goals that empower your team to actively generate revenue from service interactions without compromising service quality.
Service and activation quality. Responsible for the entire post-sales process from onboarding to ongoing support. Reduce the time to activation and lower the dropout rate in the activation funnel.
Performance and business acumen. Early detection of whether a cluster of churn reasons (e.g., technical problems, service dissatisfaction, lack of usage) stems from a people, process, product, or data issue before it manifests as infancy churn or silent churn. Confident handling of activation rates, silent churn metrics, waiting share, and expansion revenue drivers (surcharge, capital, POS/eCom upsale).
Leadership and organizational scaling. Build a resilient team leadership structure and clear escalation channels. Design spans of control, shift planning, target systems, and incentives so that service quality AND revenue responsibility scale simultaneously as the portfolio grows.
Cross-functional collaboration. Work closely with Tech Ops, KYC, Sales Support, Product, and the Portfolio/Retention team. Transform recurring frontline signals (e.g., frequent technical issues or untapped upsell potential) into concrete product, process, and revenue improvements.
Processes and tools. Responsible for onboarding and QA standards for the Customer Success team, ticket and case management, escalation processes, and reporting on activation, response times, customer satisfaction, and revenue generated by Customer Success.
Culture. Service-oriented and commercial at the same time – responsible, solution-driven, with team leads who actively manage performance instead of just documenting it, and who understand that good service and revenue responsibility are not mutually exclusive.
Customer Success measurably contributes to the NDR, not just on the cost side. Progress is on track towards the target of over €10 million in additional revenue. Higher activation rates and shorter time to activation. Decreasing technical and service-related cancellations. Low waiting share in the portfolio. A newly established, functioning revenue model within Customer Success with a clearly measurable contribution from surcharge/DCC, capital, instant payouts, and upsale activities. A stable, increasingly independent team leader level with low turnover.
Leadership style and personal characteristics
Service-oriented and solution-focused, but with a genuine commercial drive – you don't just want to solve problems, but actively generate revenue. Hands-on when things get hectic on the front lines – while simultaneously systematically building processes, incentives, and leadership so that the team scales not through personal involvement, but through structure.
Direct, responsible, and data-driven. You're more of an entrepreneur than an administrator: you want to completely rethink a function that currently incurs costs and transform it into a revenue driver.
Must-haves
Nice-to-haves
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