Senior Customer Success Manager

About the role

As a Senior Customer Success Manager at Bvnk, you will be responsible for managing a portfolio of accounts in the banking, crypto, and payments sectors. Your role will involve developing relationships, coordinating onboarding processes, and identifying growth opportunities within existing clients.

You will work closely with various teams, including sales and marketing, to ensure a seamless experience for customers. Success in this role will be measured by your ability to minimize churn, enhance customer satisfaction, and drive product adoption.

Skills that matter here

• customer-facing experience: This role requires proven experience in managing customer relationships and ensuring client satisfaction.
• communication skills: Excellent communication is essential for effectively interacting with clients and internal teams.
• problem-solving: Strong problem-solving abilities are necessary to address customer challenges and provide solutions.
• analytical mindset: An analytical approach is important for deriving insights from data to inform customer strategies.
• CRM software familiarity: Experience with CRM tools will be useful for managing client interactions and tracking account progress.
• knowledge of payments: Familiarity with payments is a plus, enhancing your ability to support customers in this space.

Who this role suits

• A professional with a strong background in customer success or account management.
• Someone who thrives in a collaborative environment and enjoys working with diverse teams.
• An individual who is data-driven and can leverage insights to improve customer experiences.
• A proactive communicator who can navigate complex client needs and foster strong relationships.

From the employer

Key Areas of Responsibilities

• Expertly manage a portfolio of banking, crypto, payments or FX accounts, developing relationships, managing stakeholders and identifying advocates
• Coordinate a swift and smooth onboarding, implementation and go-live experience for new customers in collaboration with New Business Sales
• Identify/track adoption and growth opportunities within existing clients
• Organize monthly/quarterly reviews with customers to minimize friction and churn risk
• Work with Account Managers to identify upsell and renewal opportunities
• Represent the customer internally as a stakeholder for product, marketing and other internal teams in order to ensure customers are always central to what we do
• Work with our marketing department to ensure client communication is timely and targeted
• Anticipate customer requirements and challenges, work towards a (re)solution by acting on data-driven insights and strategic knowledge
• Help identify patterns for success and best practice within portfolio, to improve processes and prioritise activities

What we need from you

• Proven experience in a customer-facing role, ideally as a Customer Success Manager or similar.
• Experience supporting Banking, Crypto and/ or Payments customers
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Analytical mindset with the ability to derive insights from data.
• Familiarity with CRM software and tools.
• Knowledge of Payments is a plus.

What you can expect from us

• Fair and competitive salary at every stage of your growth
• Flexible working hours, with hybrid working at its heart
• A culture built on passionate growth minded people
• A flexible approach to holiday
• Opportunities to travel to our offices around the world to collaborate with your colleagues
• An open and creative environment where you can help us define the future of BVNK, it’s culture, and it’s opportunity sets

At BVNK, we are focused on building a diverse and inclusive team. While you may not meet all of our requirements, we’d encourage you to apply if you meet the majority of our expectations. You may be a great fit for this role or another role in our team.