Customer Success Manager

TL;DR

Customer Success Manager (RegTech): Driving customer loyalty, retention, and growth by creating visibility into customer experience via KPIs, NPS, feedback, and health scores with an accent on client advocacy and process improvements. Focus on building relationships, delivering service reviews, analyzing metrics, and creating tailored success plans to mitigate issues.

Location: You are based in Tunisia

Company

Leading international provider of RegTech, RiskTech, SupTech solutions, AEOI and tax reporting products for financial services, serving 7,000+ firms and 50+ regulators worldwide.

What you will do

• Build strong relationships with customers through proactive and reactive engagements, owning the full customer journey.
• Understand customer experience with products/services, provide feedback for improvements and corrections.
• Conduct regular Service Reviews, presenting compiled information and data-driven insights.
• Analyze metrics/KPIs to form and execute Customer Success plans tailored to client needs.
• Act as customer advocate in difficult situations, ensuring transparent communication and positive outcomes during incidents.
• Deliver on assigned KPIs and collaborate cross-functionally to enhance customer experience.

Requirements

• Bachelor’s degree in Business or related fields
• 5 years of experience in customer success, account management, or related roles
• Fluency in English
• Based in Tunisia
• Strong communication, interpersonal, and problem-solving skills
• Ability to analyze data and provide actionable insights
• Excellent organizational and time-management skills
• Customer-centric mindset

Nice to have

• Relationship building and stakeholder management
• Proactive and results-driven approach
• Effective communication and presentation skills
• Team collaboration and cross-functional coordination
• Willingness to contribute to internal projects

Culture & Benefits

• Agile culture of innovation with opportunities to design the future and take responsibility in international projects.
• Buddy-program, extensive training in technical/functional areas, and internal mobility for cross-functional experience.
• Positive working atmosphere with supportive teams across locations/countries, transparent communication, and team events.
• Commitment to equal employment opportunities and diverse teams.

Hiring process

• Submit CV for initial review.
• Personal or virtual interview.