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Bilingual Customer Success Director

2 months ago

London, Greater London, United Kingdom GoCardless Full time

About the Role:

We are seeking a highly skilled and experienced Bilingual Customer Success Manager to join our team at GoCardless. As a key member of our success team, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account planning and management.

Key Responsibilities:

  • Work closely with account teams to map customer scope, identify stakeholders, assess risk/opportunity, and create execution plans.
  • Collaborate with Professional Services to drive implementation and time-to-value, Customer Advocacy to enhance customer experience and share success stories, and Renewal Managers to work towards retention.
  • Own the customer lifecycle, delivering value at each milestone and driving awareness and uptake of GoCardless as an account-to-account payments provider.
  • Develop and execute account plans tailored to each customer's strategic goals, positioning GoCardless as a trusted partner.
  • Partner with the sales team on account planning and driving total book of business growth through competitive, market, and whitespace analysis.
  • Share commercial ownership of account commercial success, including identifying, nurturing, and closing expansion opportunities.
  • Mitigate risk by managing renewals for existing customers.

Requirements:

  • 2+ years of experience in sales/CS and/or account management.
  • Additional languages a plus.
  • Strong listening and verbal communication skills to quickly understand customer needs or issues and deliver a clear and concise response.