Customer Success Manager - German and French speaking

The Team

The Customer Success team is part of the Customer Success Group (CSG) and is responsible for managing our top tier customers across both the Mid Market and Enterprise segments. We believe in owning the outcome and embedding the behaviours that drives exceptional SaaS customer retention, growth and the ability to capture compelling customer data and stories.

The Role

As a Customer Success Manager, you will be responsible for the long term success of our merchants with GoCardless. We are looking for a CSM to be based in our Paris Office with business fluency in French & German to manage strategic customers in these regions. Day to day, you will:

Manage a broad portfolio of our Enterprise and Strategic customer base in a personalised fashion, ensuring your owning the outcome

Accountable for managing risk, forecasting accurately and spotting and driving growth opportunities

Work closely with Sales and Onboarding to run efficient and effective merchant handover and Kick off meetings

Understand, through consultation and partnerships how to identify customers pain points and drive them towards value

Create and deliver success plans and success reviews with your merchants to optimise their usage of GoCardless and constantly drive value

Advocate for our merchants internally by delivering informed, quantified feedback, especially ensuring this is clearly communicated to our product team

Mobilise relevant teams to manage priorities and drive actionable outcomes

Work closely with the Director, Customer Success to refine and improve processes and being proactive in driving new projects and initiatives

Coordinate with Customer Experience to ensure we’re delighting customers, so we can capture customer stories leading to referrals, testimonials and case studies

What we’re looking for

We’re looking for someone who relishes the challenge of understanding each merchant and their industry. You should apply if:

You can clearly demonstrate your experience working in a customer-facing role in either a CSM, Account Management or Implementation role ideally within a SaaS company

You have a passion for driving successful customer outcomes in a strategic fashion.

You drive value by being curious, consultative and are able to ask the right questions

You have a proven track record in managing risk, forecasting and identifying growth opportunities

You are commercially astute and can demonstrate this

You have experience prioritising your time, especially between multiple important and urgent issues

You love working cross-functionally and partnering with other teams on projects and are able to successfully mobilise them when needed

You are able to work from Paris without sponsorship

We are open to review location on a case by case basis

This role principally suits people with consulting or previous Customer Success experience, particularly in technology, finance or SaaS.

GoCardless embraces diversity and is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We offer a varied package of flexible working and benefit policies. From flexible working hours and working from home arrangements, through to enhanced parental leave, pension packages and equity. GoCardless has a very family and work life balance orientated environment. Our team comes from a variety of backgrounds and we embrace diversity – if you’re unsure, please apply.