Customer Success Manager
1 month ago
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Customer Success Manager
About Railsr
Railsr is a leading embedded finance experience platform that enables any business to prototype, build and scale financial products. Our vision is to make finance an amazing experience for consumers and companies globally, working alongside brands and fintechs to power innovation. This is an exciting space and Railsr had one of the first digitally-native products in the FinTech platform space.
Following a period of rapid growth, followed by consolidation, Railsr is returning to growth once again and looking to develop our product capabilities and expand our customer base. It's an exciting time and the potential for any brand to use Railsr to power and deliver their customers' financial experiences is enormous.
The Opportunity
Building on the successful acquisition led by a consortium of investors last month, we have exciting plans for consolidation and future growth.
You will be a key member of the Customer Success Team responsible for ensuring the success of a portfolio of Railsr's customers. You will bring Railsr's best ideas, innovations, and capabilities to customers and match these to the customers' business goals, driving greater business value and executive alignment between Railsr and the customer.
You will be a trusted advisor to your customers, orchestrating Railsr teams and providing best practice in areas such as adoption, business metrics and usage. The end result is increased customer satisfaction, retention and expansion of Railsr's footprint.
Your Responsibilities:
- Own ultimate responsibility for retaining and expanding the customer's use of the Railsr platform. You promote maximum value from their investment in Railsr, identify new opportunities, and collaborate with the sales teams to ensure growth attainment.
- Work closely with operational functions to provide a world-class customer experience.
- Coach & consult customers to ensure they are leveraging all available Railsr capabilities & delivering the best embedded finance experiences possible.
- Orchestrate & coordinate other Railsr resources to achieve customer goals.
- Proactively seek to expand your sector & industry knowledge in order to deliver thought leadership both internally and externally to stakeholders.
- Identify, monitor & mitigate customer health risks.
- Develop and maintain long-term relationships with stakeholders in your portfolio.
- Help to improve our tools and processes for Customer Success.
Your Profile
Attitude & Behaviours
- A Team-oriented mentality with excellent written and verbal communication skills
- The ability to 'get things done' in a flexible, dynamic, fast paced organisation without having to rely on line-authority over other team members.
- A Self-starter who is analytical and creative in their thinking.
- A strategic thinker with excellent project management skills and the ability to thrive in a fast moving, dynamic environment.
- Technical. You have experience establishing, operating and improving businesses with the use of technology and are able to "talk the talk" with technical customer teams.
- Resilient. you're able to withstand and recover quickly from difficult situations.
- Commercially minded. You have a good understanding of customer's organisation structures and can quickly recognise when growth conversations are needed.
Skills & Experience
- 2+ years' experience across Fintech, Consulting, B2B Customer Success or Account Management roles in Management Consulting, Banking or Software sectors.
- Experience and knowledge within the Fintech sector, or exposure to core banking and/or payments and/or card programme processes and technologies.
- Worked in a Customer Success, Customer Operations, Customer Service, Business Development or other relevant role previously.
- Passionate about building exceptional relationships with customers.
- Fluent in English. Other regional languages would be highly beneficial.
What we can offer you:
- Purpose - Help make amazing embedded finance experiences accessible to everyone and transform global financial services.
- Career - Build your career in an innovative, adventurous and inclusive environment where everyone has the opportunity to make a difference and develop their skills.
- Reward - Competitive remuneration package with generous benefits and the potential to be rewarded with equity.
- People - Work with talented, passionate and supportive people from all over the world in a flexible, hybrid environment with trust and mutual respect at its heart.
Our Values
The environment at Railsr is fast-paced, exciting, and dynamic, underpinned by a clear set of values that drive a healthy and successful culture.
- Ambition - for our company, colleagues and ourselves and the freedom and expectation to own it.
- Trust - which we give freely and expect in return.
- Curiosity - with our minds open to fresh thinking in the constant pursuit of improvement.
- Customer Obsession - ensuring that everything we do is with the customer in mind, we succeed when they succeed.
If you are eager to join a fast-paced, collaborative and inclusive company and contribute to shaping its future, this is the role for you to make a difference.
Diversity, Inclusion & Belonging
Our global team is amazing, with over 150 colleagues spread across multiple countries and more than 30 languages spoken, - they bring great ideas, drive new plans and help make Railsr a fantastic place to work, We're proud of how well our diverse mix of people collaborate and are fully committed to continuing to make diversity, equity and inclusion part of everything we do. Railsr is an equal opportunities employer and we actively encourage all applications, particularly those from under-represented groups.
Please let us know if there is any support we can provide to ensure Railsr's recruitment process is fully accessible to you. You can contact us on jobs@railsr.com to discuss specific requirements.
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