Senior Manager, Customer Success Management

at  Enfuce

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.

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: Analyze 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:

• 5-7 years of experience in customer success, account management, or a relate role, with at least 2-3 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 organization.
• 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.

Please refer the Job description for details