Principal/Senior Customer Success Manager

Mangopay is a wallet-based payment infrastructure built specifically for organisations with complex, multi-party fund flows. A pioneer in multi-party payments.

Our solution optimises fund flows on behalf of the organisations we work with using wallets as programmable, composable building blocks.

Mangopay’s regulated platform collects payments, secures transactions and holds funds, splits money between the various parties in the funds flow, and ultimately manages the payout to service providers, sellers, and consumers.

Platforms and fintechs using Mangopay regain control and transparency over multi-party payment flows, generate additional revenue, and improve operational efficiency. They can stay compliant while innovating and scaling.

Our team of 300+ people is spread across offices in Madrid, Paris, Warsaw, Berlin, Luxembourg and London. We're looking for talented individuals to join us in tackling the exciting challenges ahead.

At Mangopay, you’ll be part of a supportive, diverse team committed to building scalable solutions and driving change in the fintech space!

Job Description:

As a Senior CSM, you will be responsible for the growth of your portfolio and thus be in charge of providing technical expertise and support to your portfolio of clients as well as proactively increasing your portfolio revenue through the support of new sales, upsells and cross-sells.
The Sr. Customer Success Manager proactively builds clear advice, supports our customers in their growth and ensures that they are satisfied with our solution. You will work closely with the client to understand their payment requirements and recommend solutions that best meet their needs. You will also collaborate with our product teams to ensure that our fraud prevention solution is adapted to the clients needs. You will set up and discuss KPIs, thresholds, and rulesets, in close cooperation with the client and the data science team.You will proactively build the strategy to maximize revenue of your portfolio and thus increase your customers lifetime value through upsells, cross-sells.

Key Responsibilities:

• Build long-term sustainable relationship with your portfolio of clients

• Understand levers for each of your clients to increase your portfolio’s revenue through upsells, cross-sells and optimization of the quality of services

• You are also the technical expert of our products and their implementation/integration into clients’ environments

• Understand client fraud prevention requirements and recommend solutions that meet their needs

• Work very closely with the client tech teams to drive the optimization our product

• Work closely with the product and engineering teams to ensure that our solution is adapted to the client’s needs

• Participate in product development and provide feedback on new features and functionalities

• Generate revenue through the support of the sales team, pricing negotiation, upsells and cross-sells

Qualifications:

• Previous experience working as an account manager within the fraud prevention, SaaS or payment industry

• At least 4/5 years of experience in a account management, technical sales, commercial customer success role, preferably in the payment industry

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams

• Comfortable conducting tech discussions with customers covering tech aspects of the product

• You are a creative problem solver, analytical and know how to anticipate and adapt

• You have a sales mindset and are proactive, curious, rigorous, responsive

• Fluent in English and Portuguese is a requirement; Spanish, French or other European languages are a plus

Hiring process:

• HR call

• Interview with Hiring Manager

• Interview with other team members

• Call with our Chief Commercial Officer

• Offer

This role is hybrid and has an expectation to spend at least 2 days per week in the office.

Interested in this position? Apply without a second thought!

We care about equal employment opportunities, so all qualified applicants will receive equal consideration regardless of their race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.