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Customer Success Manager

2 months ago

London, Greater London, United Kingdom Enfuce Full time
Senior Manager, Customer Success Management

Enfuce is a leading payment processor that delivers cutting-edge debit, prepaid, and credit card solutions across Europe and globally. As a Senior Manager, Customer Success Management, you will play a pivotal role in ensuring the success, retention, growth, and advocacy of our customer base.

Key Responsibilities:
  • Lead, mentor, and develop a team of Customer Success Managers to deliver exceptional service and meet key performance metrics.
  • Continuously improve customer success processes, leveraging best practices and technology to enhance efficiency and scalability.
  • Work closely with Sales, Product, and other departments to ensure a unified approach to customer success and address systemic issues.
  • Analyse customer data to track key metrics, such as customer health scores, NPS, and CSAT, and use insights to drive strategic decisions.
  • Serve as a customer advocate within the company, ensuring customer feedback is considered in product development and strategic planning.
Requirements:
  • 6-8 years of experience in customer success, account management, or a related role, with at least 4-5 years in a leadership or management position.
  • Strong leadership and team management skills, with a proven ability to develop and motivate high-performing teams.
  • Strategic thinker with a data-driven approach to decision-making and problem-solving.
  • Proficiency in customer success software (e.g., Salesforce, Zendesk, Thoughtspot).
What We Offer:
  • Excellent compensation package, including salary and a stock option program to share the success.
  • Flexible working hours and location.
  • A modern workplace where remote working is considered.