Customer Success Manager

A forward-thinking Fintech enterprise leading the charge in revolutionizing payment practices is actively seeking a Customer Success Manager to join their Customer Success Team. Goldenapple stands as a pioneer in developing cutting-edge solutions and products that empower both individuals and enterprises, fostering seamless digital financial journeys.

As a Customer Success Manager, you will play a crucial role in ensuring our customers achieve their desired outcomes while maximising the value they receive from products and services. This position focuses on building and maintaining strong relationships with key accounts, driving customer satisfaction, and fostering growth. Through strategic planning and collaboration with internal teams, you will guide customers through their journey, from onboarding and adoption to retention and expansion.

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• Develop and maintain strategic relationships with key stakeholders within customer organisations, acting as the primary point of contact for all matters related to customer success.
• Manage the onboarding process for new customers, ensuring they are fully equipped to use and derive value from our services. Create and distribute insightful analyses to clients, aimed at boosting customer engagement.
• Actively solicit and analyse customer feedback to identify areas for improvement. Collaborate with different departments to inform and prioritise product innovations and enhancements based on customer insights.
• Monitor customer health indicators, identify risks, and implement proactive strategies to mitigate churn. Identify opportunities for upsell to promote customer growth and increase lifetime value.
• Generate and present regular reports on customer engagement, satisfaction, and success metrics. Use data-driven insights to refine strategies and improve customer outcomes.
• Work closely with sales, finance, risk/compliance, and business care teams to ensure a cohesive and integrated customer experience. Act as the voice of the customer within the organisation to align efforts and priorities.
• Manage and resolve complex customer issues, ensuring timely and effective solutions. Advocate for customer needs internally, prioritising and escalating issues as necessary to maintain customer trust and satisfaction.
• Lead the creation and refinement of educational materials and resources, such as tutorials, FAQs, and more, to support customer understanding and engagement with our product or service.
• Contribute to the development and execution of the customer success strategy, ensuring alignment with broader company objectives and customer needs.
• Foster a sense of community among customers through chat groups, or events, facilitating networking, feedback, and shared learning opportunities.
• Monitor and strive to improve key performance indicators related to customer success, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.
• Stay informed about industry trends, market challenges, and competitor strategies to proactively address customer needs and position the company advantageously.

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• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Proven track record in a customer-facing role, ideally within the FinTech or technology sector, demonstrating an ability to develop relationships, understand customer needs, and drive value.
• Excellent communication and interpersonal skills, capable of engaging effectively with stakeholders at all levels.
• Strong analytical and strategic thinking skills, with the ability to use data to inform decisions and strategies.
• Proficient in CRM and other customer success tools, with a preference for Salesforce experience.
• Ability to work independently in a dynamic, fast-paced environment.
• Strong organisational and project management skills, with the ability to manage multiple priorities simultaneously.
• Strategic and analytical thinker with a customer-first mentality.
• Empathetic and patient, with a strong commitment to addressing customer needs and concerns.
• Highly motivated and proactive, with a drive to achieve and exceed goals.
• Detail-oriented, focusing on delivering high-quality, impactful results.
• Collaborative team player, able to work effectively across different departments and teams.
• Fluent or near-native English speaker; proficiency in additional languages is a distinct advantage.

• Attractive Compensation: Competitive salary package aiming to retain top talent.
• Annual Bonuses: Fixed bonus every October and December as a token of the particular months’ celebrations.
• Easter Celebration: Enjoy a delightful Easter basket filled with seasonal treats each spring, adding a festive touch to the workplace.
• Modern Workspace: Vibrant environment with unlimited coffee, snacks, and soft drinks to keep you energized throughout the day.
• Vibrant Team Culture: Work with a dynamic, international team that values diversity and collaboration.
• Comprehensive Health Benefits: Enjoy the peace of mind with a private health insurance.
• ⁠Engaging Social Events: Participate in regular team-building activities, events and lively happy hours.
• Professional Development: Commitment to continuous career development and growth opportunities to help you achieve your professional goals.

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