Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Provides a seamless customer experience and ensures service delivery for enterprise accounts within the retail segment, focusing on customer retention and operational excellence. Focus on managing service levels, improving quality, and building strong customer relationships within the online payment space.

Location: Hybrid, requiring office attendance in Dalgety Bay, United Kingdom.

Company

hirify.global is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries, providing trusted infrastructure for millions of people and businesses.

What you will do

• Act as the primary Service Delivery Single Point of Contact for an assigned customer portfolio.
• Ensure follow-up on agreed Service Level Agreement Objectives and provide customer guidance on problem resolution.
• Coordinate and report on Service Level Objective Breach Root Cause Analysis to customers and internal stakeholders.
• Proactively identify structural issues, analyze them, and ensure the implementation of improvements.
• Build and maintain strong operational customer relationships and an effective internal network to support business projects.
• Manage implementations and/or roll-outs, controlling project schedule, risks, scope of work, and financial awareness.

Requirements

• Minimum Bachelor-level or equivalent by work experience is required.
• 1 to 3 years of working experience in a comparable customer success or account management role is required.
• Fluent communication skills in English, both verbal and written, are essential.
• Strong B2B client orientation with a pro-active professional attitude.
• Demonstrated experience in the payments or fintech industry is a prerequisite.
• Strong communication skills and the ability to build value-driven relationships with merchants.

Nice to have

• Salesforce experience is preferred.
• Technical affinity and understanding.

Culture & Benefits

• Be part of a large global corporation, a European leader in digital payments.
• Join an exciting journey to lead the next frontier of payments with high ambitions.
• Work in a collaborative team environment, aiming for the perfect solution to every challenge.
• Opportunity to grow knowledge and confidence by building strong internal relationships.
• Be part of a team focused on deploying operational excellence and leading objectives aligned with commercial goals.
• Contribute to building a reputation as a trusted partner and thought leader in the online payment space.